February 29th received an email with an offer from a casino bonus SpinEmpire.
I make a deposit of 30 euros, received a 150% bonus and start playing.
Bonus requirements have been fully met and I had 980 euros on balance.
I made a withdrawal request, after a few minutes I came to notice that my request is canceled and the money returned to balance. I got requirement KYC documents.
Half an hour later I send all the requested documents + a copy of the card with which I deposited.
March 2 the following message comes from the support:
Dear , Anton
Sorry for disturbing, however we would kindly ask you to provide the following documents as per financial department request. These documents are needed to verify your account and due to security reasons. Moreover it will be helpful for your further withdrawals of the winnings!
- PROOF OF IDENTIFICATION - any of the following: Your photo with passport or national ID holding in the hand next to your face.
No problem, after half an hour after receipt of the request, I sent 2 photos.
Next came an email confirmation that all documents have been received and sent to the relevant department. The process takes up to 5 working days.
Good. March 4 decided to ask how the process is progressing and when can I will make a request to withdraw winnings.
I got a the answer that my documents are checked and once that is done I will be notified.
March 9 after 6 working days, ask again why my account is inactive and when I was finally able to make a request to withdraw winnings.
I got the answer:
Dear, Anton
Due to security reasons your account is under review.
It will be opened shortly and you will be able to place your withdrawal.
Thank you.
It was the last answer from support.
I wrote an email on 11 March. He was ignored.
I wrote an email on March 14. He was again ignored.
Regularly sought information in a chat, but received the answer: We do not have this information, wait for the email.
Patience came to an end. I ask explanations from the casino, what is happening?
Why did you break your own terms?
And this attitude to customers correlate with your motto?
«Play safe and responsible
Confiscation of winnings, crooked software, payment delay, unresponsiveness, hidden terms, bogus license, - the list of tricks used by online casinos these days is endless. We had no intention to become a flight-by-night business and centred the company on fair play.
One of our major objectives is to establish responsible practices to increase player confidence in online gaming services. Players can safely enjoy their favourite games at SpinEmpire online casino without any fear of being cheated.»
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