Liraspin

[Saccruz]

LIRASPIN - nice staff, but bad liquidity or bad communication?

 

My first impression of LiraSpin was really good: interesting sport betting objects with competitive odds, and entertaining slots. And also important: a friendly and skilled support team, easy to reach instantly by chat.

After a while, I made a withdrawal. Until then, I had been net losing, like most customers. The withdrawal went fine: LiraSpin asked me to send some standard KYC-documents, and I got the money 3 days later.

But right after that, I got a winning strike. A risky triple went in, and I had suddenly become a net winning customer. I tried to do another withdrawal to secure some of the winnings.

It has now gone 1.5 month, and I have still not seen any money, despite almost daily dialogue with the support team. This 2nd withdrawal obviously has triggered a lot of new and additional KYC-requirements, and every time I meet the requirements, they answer me by introducing yet another requirement. They have also frequently (but falsely) been claiming errors in my documents, like: "the document should be in pdf format" when it already is, or "the document must show the transfer of the money into our casino" when a bank document did exactly that. And even more stupid: asking for my salary slip (documenting how I earn my money) the last three months, fair enough, but when they got it, they replied: "document must show the transfer of money into our casino", as if a salary slip will ever do that... Actually, this obvious stupidity is what's written as the latest message to me on my verification page, even today. They have also -earlier - asked me to send a list of Mifinity deposits and a list of credit card deposits, in THE SAME original pdf document! Just like that will ever be possible!

All in all, looking back over the last 6 weeks, it seems very clear that they are delaying the payout on purpose. We can only speculate in why. When I confront them, I always get nice-talking and friendly support staff apologizing it all, thanking me for my patience, assuring me that this is just due to internal miscommunications and errors, and that I will get my money if I just fulfill yet another document requirement.

A main problem seems to be that there is almost no communication between the support team and the KYC/payout team. Every time I get sympathy from support, they add: "but there is really nothing we can do, we'll have to wait for the KYC team's decision", and every time the KYC team sends me an email, it seems completely independent on any dialogue I have had with support. It also seems like one person is checking one document, another is checking anouther document, and nobody is seeing the documents together. This might even lead to extremely frustrating, almost moron-like responses from LiraSpin's "team", answering generic and obvious things ("verification must be in accordance with the terms and conditions") just when I thought I was getting a breakthrough with another employee telling me that we are "almost there". I have sent about 30 documents last 6 weeks, and I simply don't believe that anyone in the KYC doubts who I am or how I earn my money. It all seems like a case of bad liquitidy, bad will or - in best case - bad communication.

I don't have too much experience from other casinos, but I am a customer of the former Betsson-group (now BetSmith), as well as Coolbet and Betplays. They always pay out in maximum 3 days. LiraSpin has spent 45 so far.
I have never experienced anything even close to this.

It is interesting to see this in the view of the political discussion in the Nordic countries, where most people support a state monopoly for gambling. The supporters of such state monopolies often claims things like:
"If gambling is privatized, you will get a lot of companies just looking for easy money, and they come with no security for the customer! Just look at the terms and conditions of all these Malta-, Curacau- and Costa Rica-registered companies! They'll do whatever they want with your money! Don't you ever trust them!"

I have never believed such arguments. I think that there are serious vendors of gambling services also in the private market, and I really trusted LiraSpin to be one. Maybe I was naive.

If anyone else have any opinion on LiraSpin, or have experienced the same trouble, feel free to comment or advice.

I have given LiraSpin 2 stars on most review places for now. It will increase to 4 if the case is solved soon, and - needless to say - drop to 1 if not.

 

[cocopop3011]

Hi and welcome to the forum. We don't have the casino here, so it's hard for me to pass judgment on their reputation.  However, upon googling the casino I have not read good things. Does indeed seem like they are stalling your payments.  Interested to see if anyone else has any experience here?

Have you filed a complaint anywhere yet?