HellSpin Casino - Jogador enfrenta problemas com a verificação.

hey im trying to get verified on hellspin, theyre asking for an alternative proof of address. and i submitted my bank statement, phone bill and also my car insurance as well. theyre still refusing all of it for reasons that dont make sense really. i basically gave them everything i have in terms of proof of address. i need help as to how to navigate around this. for example my insurance proof of address was provided over 3 months ago so they didnt accept it. my bank statement they didnt accept for whatever reason and now they say my phone bill isnt good quality even tho its perfect

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly that the documents verifying your identity were accepted without issues?
• Could you please share your recent communication with the casino, specifying the reasons for rejection of the documents, and your communication with the casino where verification requirements are listed? Send the information to my email at tomas@casino.guru

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,

Tomas

they keep rejecting it even tho i explained to them the circumstances

i sent you all the info on your email as well

Dear bournivalxx179

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 (barbora.p@casino.guru). 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,

Tomas

Hello bournivalxx179,

I am sorry to hear about your troubles. I am Barbora and I will be taking care of your complaint from now on.

I would also like to invite the HellSpin Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents bournivalxx179 provided? Alternatively, can you give us some guidance on how to proceed?

Best regards,

Barbora

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.

Dear all,

We would like to inform that we have sent our full clarification regarding this complaint to Barbora via email. All details and supporting evidence have been provided.

Thank you.

Best regards,

HellSpin Casino

Dear HellSpin Casino

Thank you for your update. I confirm that I have received your email and I have already replied to it.

Dear Barbora,

Thank you for your email. We have received it and replied.

Best regards,

HellSpin Casino

Dear player,

Could you please send the required documents to my email barbora.p@casino.guru?

Make sure that the documents:

• Are not older than 90 days, and
• Are of good quality, with all details clearly visible.

Thank you.

sure , i sent you my most recent bank statement with my name , and address. according to their terms and conditions , it should be an acceptable form of proof of address, i attached the terms below.

hey barbora,

they declined my proof of address again even though its the one you said is fine ( the one sent to you via email). i sent you an email of their response.

Dear HellSpin Casino,

Thank you for your continued cooperation.

I would like to follow up regarding the most recent document submitted by the player. The player has forwarded the bank statement to me via email, and after reviewing it, I can confirm that:

• The document is of good quality, with all required details clearly visible
• It is not older than 90 days
• And according to your own Terms & Conditions, as well as according to the information provided in the email you sent me, a bank statement is explicitly listed as an acceptable form of proof of address

Given this, I kindly ask the casino to clarify why this document was rejected again, despite meeting the criteria stated in your verification requirements.

A clear explanation will help us understand what specific issue is preventing the approval of this document, and it will allow the player to comply appropriately.

Dear Barbora,

Thank you for your message.

The player has been asked to submit any utility bill issued within the last 90 days that includes both name and address. This document has not been provided yet.

Once a valid document is submitted, we will proceed with verification immediately.

Best regards,

HellSpin Casino

if youve read the first thing i said in this thread youd see that the only other utility bill on my name and address is my car insurance which is provided to me only once a year so its dated in august which is over 90 days . i already submitted that and you rejected it.

secondly , you never answered barbora's request to give an explanation on why you are violating your own terms and conditions regarding valid proof of addresses . your own terms say bank statement is a valid proof and you keep rejecting it with no explanation .

Dear Player,

I have just sent you an email regarding your case and would kindly ask you to check your inbox when you have a moment.

i replied to you, thanks

Dear HellSpin Casino,

The player has already submitted all available proof of address documents, including a bank statement that meets the 90-day requirement and is listed as acceptable in your Terms & Conditions.

The player does not have any utility bills issued in their name, and the car insurance document is issued only once per year, making a newer version impossible to provide.

Under these circumstances, we kindly ask the casino to either accept the bank statement or specify a realistic alternative document the player can submit.

Thank you for your cooperation.

Dear all,

We confirm that no further documents are required from the player at this stage. The verification review has been completed, and the player may now proceed with submitting a withdrawal request.

Thank you for your cooperation.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

Thank you for the update and for confirming that the verification review has been completed.

We appreciate your cooperation in resolving this matter.

Dear player,

I’m glad to inform you that the casino has confirmed your verification is now complete and that you may proceed with submitting a withdrawal request.

Could you please confirm whether everything is working correctly on your side and whether you have already submitted a withdrawal?

If you encounter any further issues, let us know and we will follow up accordingly.

Dear bournivalxx179,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru