Mess with verification at ChilliSpins
Hello! I don't know where to go anymore... There's a complete mess with verification at ChilliSpins, I haven't been able to withdraw my winnings for a month now. So, I verified my account when registering, everything was confirmed. Then I played for about 2 months calmly, deposited via card. Mostly small ones of 50-100 eur, in total I deposited maybe 600-700. In general, everything was fine, even withdrew 200-300 eur a couple of times without problems. And then in Le Bandit caught 2500x, the winnings were decent - 3400 euro. Immediately sent for withdrawal. And then it started... Support demanded to go through verification again - like "additional security check". Okay, I sent all the documents again - passport, receipt (confirm address), photo of the card. Waiting. After 4 days they write - sorry, the quality of the documents is not very good, send a photo of your passport in better quality. I took a new photo and sent it. After another 3 days - "we need confirmation of the source of funds". I sent a statement from the card and a certificate from work. And now for 3 weeks there is silence! The support only replies "your application is under consideration, please wait". At the same time, I see that they CONTINUE TO ACCEPT DEPOSITS to the same account! That is, you can play, but when it comes to withdrawing - well, it's a "check". Classic... Login: DWelsh85 Mail: davidw85@gmail.com I have screenshots of the correspondence with support , all sent documents and winnings, I can send them in a private message.
RTPChecking
Hello, David! Thank you for contacting us. Please send us a private message: ā¢ All correspondence with support ā¢ History of your deposits
ProandNoob
Sent everything in PM. There is also a screenshot of how they accepted a deposit of 50 eur yesterday (I specifically sent it to check) - that is, they accept deposits, but do not allow withdrawals...
RTPChecking
Thank you for the materials provided. We have studied the situation and sent a request to ChilliSpins.
ProandNoob
Today I wrote to support again - they say that "the check is ongoing, no additional documents are required". They are just making fun of me, I think...
RTPChecking
We received a response from the casino. The situation is really unacceptable. We pointed out the following violations: 1. Unreasonable re-verification after a big win 2. Accepting deposits without completed verification 3. Exceeding standard document verification deadlines 4. Lack of clear communication with the player The casino acknowledged the delays in the process and agreed: 1. Complete verification within 24 hours 2. Process payment with priority 3. Compensate for the delay with a bonus (but this is at your discretion)
ProandNoob
I don't need their bonuses! I definitely won't play there after this. The main thing is that they withdraw the winnings. Otherwise, I'm really worried that they'll screw me over...
RTPChecking
We understand your concerns. The casino has confirmed that verification has been completed successfully. The payment has been approved and will be processed within 12 hours. We will monitor the process until the funds are credited to your account.
ProandNoob
Can I somehow track the payment status? You never know what they might come up with again...
RTPChecking
Yes, we have received confirmation from the casino's payment department - the transaction is already being processed. You can check the status in your personal account, in the "Payment history" section. We were also provided with a payment reference for tracking.
ProandNoob
Oh, the money came! Thank you very much for your help! To be honest, I didn't believe that it would work...
RTPChecking
Glad we could help.
ProandNoob
And if this happens again in another casino, should I contact you immediately?
RTPChecking
Yes, the sooner you contact us, the faster we can help. But it is important to first try to resolve the issue with the casino support and collect all the correspondence - this significantly speeds up the process of reviewing the complaint.