SpinsBro Casino - Spielerkonto wegen angeblich gefälschter Dokumente gesperrt.

I deposited 500e at the casino, and after winning 1200e, I was ready to withdraw the money. However, problems ensued. Spinsbro utilizes some sort of security program to vet documents, negating the need for a human. Out of my documents, two were accepted: the picture from my passport and proof of my address. But my last document, a selfie with my passport, wasn't accepted, resulting in a ban. When I asked why via email, I was told I had used a forged document. I took the initiative to send separate emails to Spinsbro featuring all my documents, but I received no response. I need assistance rectifying this situation, and am able to further vouch for the authenticity of my documents.

Deposin kasinolle 500e ja voitettuani 1200e olin valmiina nostamaan rahat mutta sitten ilmeni ongelmia. Spinsbrolla on jokin turvallisuus ohjelma, joka tarkastaa dokumentit, eli ei oikea ihminen. Dokumenteista hyväksyttiin kaksi eli passista kuva ja todistus osoitteesta. Viimeinen dokumentti oli selfie passi käessä jota ei hyväksytty ja sain bannit. Kun kysyin emailista miksi niin vastaus oli että olin laittanut kuvan väärennetystä asiakirjasta. Lähetin vielä erikseen spinsbron emailiin kuvat kaikista dokkareista, mutta ei vastausta. Tarvitsen apua asian selvittämiseen ja voin todistaa että asiakirjani ovat aitoja..

Hello leevi10telkkala,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsBro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hey! Accepted documents were a photo of the passport and a proof of address, if I remember I put a photo of the electricity bill. And the last time I spoke was when I asked the casino why my user was deleted and they answered that it was because of a fake document. I sent them another email after this but no reply.

Hei! Hyväksyttyjä asiakirjoja oli kuva passista ja tosite osotteesta, muistaakseni laitoin sähkölaskusta kuvan. Ja viimeksi puhuin silloin kun kysyin kasinolta miksi minun käyttäjä on poistettu ja vastasivat että väärennetyn asiakirjan takia. Laitoin tämän jälkeen vielä sähköpostia heille mutta ei vastausta.

Hello leevi10telkkala,

Would it be possible to forward those documents to nikolas.b@casino.guru?

I sent documents to this email: nikolas.b@casino.guru

Did you get my document?

Saitko asiakirjani?

Thank you leevi10telkkala for all the information provided so far. At first sight, there doesn't seem anything suspicious so I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on and will try to get in touch with the casino regarding your case.

Wish you best luck resolving it.

Regards,

Nick

Hello, leevi10telkkala,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response and the details, can you please confirm that you sent my colleague Nick exactly the same documents as to the casino, especially the selfie with your passport that the casino marked as forged?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SpinsBro Casino team,

Could you please explain the player's situation in more detail? Why has his account been closed? Have the disputed winnings been confiscated? What steps should the player take to unblock the account and/or withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

The casino informed the complainant via email that he allegedly tried to forge the documents, which seems a bit unclear. So, did he forge any of the provided documents or not? Can you clarify that claim and show it in a particular example?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Yes, I sent the same selfie to the casino. I sent probably 10 different pictures, and none of them were suitable.

Kyllä, lähetin saman selfien kasinolle. Lähetin varmaa 10 eri kuvaa, eikä mitkään niistä kelvanneet.

Hello leevi10telkkala and Casino Guru Team!

We would like to inform you that your account was banned due to the forgery of documents via the KYC procedure. Our casino is using third-party service e.g. Sumsub for automatic check-out documents. Due to there report documents that you sent to us were marked as documents with documents with third-party graphic modifications.

Best regards,

SpinsBro Casino Team.

Thank you for the explanation, SpinsBro Casino Team.

Can you please provide us with more details of the forged documents and elements that should have been edited/forged and the statement from Sum&Sub regarding the disputed account and KYC?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello Branislav!

Hope you are doing well!

All additional information were send via Skype at 24/05/2024.

Best regards,

SpinsBro Casino Team!

Thank you for the additional information, SpinsBro Casino Team. Can you please look at our communication outside the thread and provide me with the details I asked about?

Dear leevi10telkkala,

The information provided indicates that the provided photo was edited using 3rd party software, and there is also specific information about the app/program in which it was done.

What was the reason for such modification, and what exactly did you edit in the provided selfie with ID?

Would you be able to attend a verification video call with all the necessary documents if the casino agrees with that?

I haven't edited the pictures, I just took the pictures with my phone and sent them. I don't understand why my pictures have been edited.

And I can participate.

En ole muokannut kuvia, olen vain ottanut kuvat puhelimellani ja lähettänyt. En ymmärrä miksi kuvani ovat muokatut.

Ja pystyn osallistumaan.

Is it possible that you edited a photo (selfie with ID) during the KYC process in another casino in the past?

No, I have not used the images in other casinos and I have not edited them.

Ei, en ole käyttänyt kuvia muilla kasinoilla ja en ole muokannut niitä.

I'm just wondering what kind of edited pictures I've sent if they were just taken with a phone and sent to spinsbro. I also emailed them separately so that a real person could check them, but surprise, no answer...

Ihmettelen vain minkälaisia muokattuja kuvia olen muka lähettänyt jos ne ovat vain puhelimella otettu ja lähetetty spinsbroolle. Lähetin kuvat myös heille erikseen sähköpostiin, jotta joku oikea ihminen ne tarkaistaisi, mutta yllätys, ei vastausta…

There was information about editing via 3rd party software, a particular app.

Alright, so as was mentioned, let's wait for the casino's response and the additional details I requested outside the thread.

I probably will never get the money…

En varmaan koskaan saa rahoja…

Dear leevi10telkkala,

Alright, I received additional details from the casino outside the thread.

It was confirmed that the edited document (selfie with ID) was somehow edited or went through a 3rd party app that does not serve for taking photos but rather as a photo manager/editor and that it was done during verification in SpinsBro Casino. Please note that even photo cropping or resizing could leave traces on photos.

I asked the casino about giving you another chance to upload/send the necessary documents and pass the KYC. However, it will not be possible without your cooperation. It would be highly appreciated if you could finally explain what changes you made in the provided selfie. I would say it is the simplest way how to solve this situation.

The casino uses 3rd party company services for considering players' documents, and they may see only information about modification of the photo, without further details. However, since it is strictly prohibited to provide edited documents, it is enough to reject them and not let you pass the KYC because it raises a strong suspicion that you could have manipulated the ID on the photo or details on the ID, or other essential information/details on the image.

So, are you able and willing to cooperate with us in resolving the matter? Can you somehow explain it, please?

I am afraid that further providing incorrect/misleading information could lead to the rejection of the claim.

Ah, that explains because I may have accidentally cropped the size of the image.

And I want to cooperate and send the documents again so that they go through.

Aa se selittää, koska olen vahingossa saattanut kuvan kokoa rajata.

Ja haluan tehdä yhteistyötä ja lähettää asiakirjat uudelleen että ne menevät läpi.

Hi, Has it worked out at all?

Hei, Onko asia yhtään selvinnyt?

Thank you for the clarification, leevi10telkkala. Since it was done in a specific app, I would say that you simply did it and that it was not done accidentally. But at least we finally clarified it. If you did not change anything else in your photos, it should not be a big problem to pass the verification.

Unfortunately, I have not received a response to my last messages sent to the casino representative outside the thread. There is also quite a big conference going on right now, and most partners attend it, which may cause delays.

If I understood it correctly from the information gathered so far, a verification video call is not a solution for this situation on the casino's side, so it would be great if you could provide the casino with original unedited photos meeting the standard requirements for these types of documents. I will ask the casino representative about it directly here, and we will see whether they can give you one more chance to complete the KYC. But please note that (provided that the casino will agree with that) if the same happens, and the casino informs us that also new document(s) was edited, the complaint will be rejected. Also, before sending any photos, I strongly recommend checking the quality of them by zooming them in. Everything has to be clear and readable after multiple zooming in.

Dear SpinsBro Casino team,

So, after the big revelation - would the casino be able and willing to provide the user with one more chance to repeat the KYC process, however, this time in the correct way, please? If yes, and the casino agrees with this proposal, would you be so kind as to instruct the user on what needs to be done to pass the KYC?

I would also like to clarify that I have not used any applications/editors, I have only used my own phone camera with which I have taken the pictures, sent them to my e-mail and from there attached them to spinsbro. I may have cropped the image in the phone gallery. I didn't know that it is not allowed, and in conclusion, of course, it is not like making false documents/edited documents.

Haluaisin vielä selventää että en ole käyttänyt mitään sovelluksia/editoreja, olen ainoastaan käyttänyt omaa puhelimen kameraa jolla olen ottanut kuvat, lähettänyt sähköpostiini ja sieltä liittänyt spinsbroolle. Olen saattanut rajata kuvaa puhelimen galleriassa.En tiennyt että se ei ole sallittua, eikä se pääteltynä tietenkään ole minkään laista valheellisten asiakirjojen/muokattujen asiakirjojen tekemistä.

What do we do if Spinsbro doesn't respond!

It just feels like they don't want to respond or take responsibility for this matter…

Mitä teemme jos Spinsbro ei vastaa!

Tuntuu vain, että he eivät halua vasta tai ottaa vastuuta tästä asiasta…

Yes, leevi10telkkala. Therefore, your complaint has not been closed/rejected yet.

Please note that this is not a live chat, and it takes some time until some of the involved replies. Both complainants and casinos have 2x7 days to respond. I sincerely believe the casino representative will reply, however, it may take some time, rather please count on a few business days.

Thank you for your patience and understanding.

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.

I would like to update this: Spinsbro reopened my account, but all my winnings have been confiscated and my balance is 0 euros (instead of 1200 euros). So nothing has really changed..

Haluaisin päivittää tämän: Spinsbro avasi tilini uudelleen, mutta kaikki voittoni on takavarikoitu ja saldoni on 0 euroa (1200€ sijaan). Mikään ei siis todellakaan ole muuttunut..

I noticed they opened my account when I tried to log in today. So they didn't contact me or tell me anything about this incident or reopening my account.

Huomasin, että he avasivat tilini, kun yritin kirjautua sisään tänään. Joten he eivät ottaneet minuun yhteyttä tai kertoneet mitään tästä tapauksesta tai tilini uudelleen avaamisesta.

A new confirmation message was found in spam

Roskapostista löytyikin uusi vahvistus viesti

Hello Leevi!

Money will be added back to your account after full KYC verification. Please follow the next emails from our KYC department.

Best regards,

SpinsBro Casino Team.

Thank you both for your replies and updates.

Dear leevi10telkkala,

It is understandable that the casino holds your funds until the KYC/verification is fully completed.

Please find the last email(s) from the casino in the inbox of the email address registered with the disputed casino account, follow the instructions, and let us know about any news or updates.

Looking forward to hearing from you.

Pictures sent to kyc email for verification.

Kuvat lähetetty kyc sähköpostiin varmennusta varten.

Thank you for confirmation, leevi10telkkala.

Dear SpinsBro Casino team,

Can you please provide us with an update on the matter? Have the newly provided documents met the casino's requirements and conditions?

Has the user been already fully verified, or is there anything else he should do to complete the KYC?

The account is now fully confirmed and the money is in the account. I'll withdraw the money now..

Tili vahvistettu nyt kokonaan ja rahat tilillä. Laitan rahat nyt nostoon..

What great news, leevi10telkkala!

At this point, I sincerely believe it should only be a matter of time before the payment(s) comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment(s).

Hey! All the money has come to my account!

Hei! Kaikki rahat ovat tulleet tililleni!

Great! Thank you, leevi10telkkala, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you very much, SpinsBro Casino Team, for your help and cooperation! We highly appreciate your approach and willingness to reconsider the casino's initial decision.

Best regards,

Branislav, Casino.guru