GameSpot Casino - Вывод средств игроком задерживается.

Hello. I registered at this casino on April 21st. I took the deposit bonus, which wasn't sticky, won with my own money, cancelled the bonus, and withdrew $527. They eventually asked me for verification. I uploaded my passport and a selfie, and it was approved quickly, but I couldn't process the withdrawal because they were asking for verification. The chat is constantly out of touch. I emailed them, and they replied that verification wasn't complete and would require up to 14 days. I emailed them after 14 days, and they asked for a bank statement and said I'd have to wait another 14 days. 30 days have passed, and they're still telling me to wait, with no timeframe. It feels like they're simply delaying the payment. I'm asking the forum administration to help me expedite the entire process. Thank you very much in advance.

Здравствуйте. 21 апреля зарегалась в этом казино. Взяла бонус на депозит, бонус не липкий, выиграла на свои деньги, отменила бонус и поставила на вывод 527 баксов. В итоге у меня запросили верификацию. Я загрузила паспорт и селфи, одобрили быстро, но вывод не смогла оформить, просят верификацию. В чате постоянно не в курсе делов. Написала на почту, ответили, что верификация не завершена, ждите до 14 дней. Пишу через 14 дней, у меня просят выписку и говорят, что ждать еще 14 дней. Прошло 30 дней и опять говорят ждите, сроки неизвестны. Такое ощущение, что просто затягивают выплату. Прошу администрации форума, помочь мне в ускорении всего процесса. Заранее очень благодарна.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which of your documents are currently pending verification in your casino account?
• Have you been asked to provide any additional documents besides your bank statement?
• Have any of the documents you have sent to the casino so far been rejected by the casino?
• When was the last time the casino communicated with you regarding the verification of your account?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The player sent us the following email:

"I uploaded my passport and a selfie to my profile. They requested a bank statement, and I emailed them the statement because it wouldn't upload to my profile. I don't know whether the statement has been verified or not.

I contact the casino periodically, but they always give the same answer: "As we mentioned earlier, verifying your account takes additional time due to the need to conduct additional checks with the payment provider, taking into account your country of registration—the Russian Federation." This procedure is carried out in accordance with AML/CTF requirements and Section 24.5 of our Terms of Use.

Your request is still pending, and additional information will be provided once the verification process is complete."

• Which payment method did you use to deposit money into this casino?
• What types of games did you play at this casino?
• When was the last time the casino communicated with you regarding the verification of your account?

How did you deposit funds into this casino? USDT cryptocurrency.

What types of games did you play at this casino? I don't remember exactly which slots I played, but they were from BGaming.

When was the last time the casino contacted you about verifying your account? Around May 21st, I received an email stating that verification was ongoing, but the timeframe was unknown.

Каким способом вы пополнили счет в этом казино? Криптовалюта USDT

В какие виды игр вы играли в этом казино?  Точно уже не помню какие слоты играла, но от провайдера BGaming

Когда в последний раз казино связывалось с вами по поводу подтверждения вашей учетной записи? примерно 21 мая мне ответили на почту, что проверка продолжается, сроки неизвестны.

Hello Senata,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Senata

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite GameSpot Casino representative to join this conversation.

Dear GameSpot Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We apologize that the verification process has taken longer than expected.

The review of your account is taking additional time due to the need for an extended verification in cooperation with our payment service provider, taking into account the country of registration — the Russian Federation. This procedure is carried out in accordance with AML/CTF requirements and Section 24.5 of our Terms and Conditions. Additionally, pursuant to Section 3.1 of the Terms and Conditions, the Company is required to verify users against applicable sanctions lists.

Please be assured that the verification process is still ongoing. Further information will be provided once the review has been completed.

Thank you for your patience and understanding.

Best regards,

Game Spot Team

I understand everything, that it’s an inspection, etc. But 2 MONTHS have passed!!!!!!

я все понимаю, что проверка и т.д. Но прошло 2 МЕСЯЦА!!!!!!

Dear GameSpot Casino Team,

Thank you for your response.

We understand that enhanced AML/CTF and sanctions checks may require additional time. However, the review has now been ongoing for nearly two months, despite the player having submitted the requested documents.

Could you please confirm whether any additional information or documents are still required from the player and provide an estimated timeframe for completing the verification process?

We appreciate your cooperation and look forward to your update.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Senata,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora