Help with age verification problems

Published on 10/08/2019 09:14:00

The process of age verification is still causing problems to some players. Following we decided to display conversation with one of them. The conversation might answer the most important questions you have. Here it comes.

Player Request:
Hello....so why can't I successfully register online with the age verification process? I am a British citizen. I am XX years old. I want to continue playing slots and roulette at spin Castle, like I did previously before this age verification requirement comes up on my screen.

The website sent me a verification message to my mobile. I have to type VERIFY, which I have done several times, then send that word VERIFY back for processing. The message is not being sent back to you from my phone. Why is this? I have a valid phone account with ID Mobile and my age is XX, appropriate to apply!!!

Please help me sign on so I can use the Spinastle website again. Why not make this easier and do it online where I can send you a photocopy of my passport or something. I'm getting fed up repeatedly trying and getting nowhere. The previous customer service advisory was of no help. Thank you.

Answer Spincastle: 
Hi XX, make sure that your provider unlocked for you 18+ content. For example, this is how you can do it with O2 provider https://ageverification.o2.co.uk/. The other providers might have a similar process.We are using an age verification provider called Verime.Net. The age verification simply works the way that Verime.Net checks with your mobile provider if your 18+ content status is unblocked. And we then receive 3 statuses (one of them):

• the person is 18+ verified - with this status we can enable our content
• the person is not 18+ verified - with this status we cannot enable our content as the person is below 18
• pending - this is when 18+ content check is not activated on the phone

Verime.Net is checking this status when you are texting back to their number 89188 with a word VERIFY and then reporting to our system those 3 statuses. You might see a similar process on other gambling websites.>So the problem you could have:

• you are not able to send a text message to 89188, this is something we cannot solve for you as your UK phone number/mobile should be able to send a text message there, considering you are living in UK, not sure if that number is working from abroad
• you were able to send a text message to 89188 but your phone provider doesn't have activated 18+ content check, you can resolve this with your phone provider and ask them to activate it. E.g. this can be done for O2 provider here https://ageverification.o2.co.uk/

At the moment, we are avoiding to process Age Verification manually by asking you for your ID as the mobile verification process last sometimes just couple of minutes and we don't have to store any personal information about you.The whole Age Verification process was implemented on our website because of UK Gambling Commission regulations to protect children playing casino games from UK.

Spin Castle is a hobby website so this regulations affected us, while we are happy to have Age Verification it sometimes brings a friction for majority 18+ visitors like you are.

Answer Player:
Thanks for all your help, your advice was very useful. This is just to let you know, it was an age verification problem which with your advice, I managed to sort out really easily. Once I knew I had to change the premium content on my phone from not permitted to allowed, then I was then able to send texts to premium numbers, so the phone was then able to send the verification text required in order the play gambling games at Spincastle, and this all went through really well in under a minute.

When I next logged into Spincastle website, I was able to go straight to the Roulette game and in fact any game, and play the free versions with no problem, just like I used to before, so thank you very much for your help.
Kind Regards and Thanks Again,

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