The player from Germany had won €6,539 and wished to withdraw his winnings after canceling a bonus, but he faced issues with account suspension due to verification problems. Despite submitting the requested bank statements multiple times, the casino had not processed the verification. After ongoing communication, the casino eventually verified his documents, allowing him to withdraw his winnings. The player successfully received all payouts, totaling €6,539, and the complaint had been marked as resolved.
Candy Spinz Casino - Player’s account is closed and withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €6,539
Candy Spinz Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Hello dear Casino Guru Team,
On 11.6.2025 I have 1000€ for the 2nd welcome bonus
(50% up to 500€).
Real money and bonuses are separate at this casino. I won €6,539 with the real money. Afterward, I decided to cancel the bonus and withdraw my winnings.
I'm currently having problems verifying the source of my funds. The casino is requesting the last three bank statements from March, April, and May 2025, which show my income. I have provided these to the casino several times via email and also on the casino's verification page. Although the casino has received the documents over a week ago (several times), the verification hasn't been processed. I can't currently request a withdrawal because my account is suspended.
I hope you can help me in this case.
Best regards,
Michael
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5 months ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and help resolve this matter, could you please provide us with the following information:
- Have you received any confirmation from the casino that they received your bank statements?
- What specific reasons has the casino given for the delay in processing your verification?
- Have you submitted your bank statements in the correct format? Do these documents contain all the personal information necessary for the casino to check and verify your account?
- Are there any additional documents that the casino has requested from you beyond the bank statements that have not yet been approved?
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,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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5 months ago
Translation
Hello Veronica,
Here are the answers to your questions:
Have you received confirmation from the casino that your bank statements have been received?
Yes
What specific reasons did the casino give for the delay in processing your verification?
no
Have you submitted your bank statements in the correct format?
Yes, in the original PDF format, as provided to me by the bank.
Do these documents contain all the personal information the casino needs to check and verify your account?
Yes
Are there any other documents that the casino has requested from you beyond the bank statements that have not yet been released?
Yes, but currently the casino only requires the last three bank statements. All other documents are no longer requested, so they are verified.
Best regards,
Michael
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5 months ago
Please forward me the bank statements you sent to the casino at [email protected]. Thank you for your cooperation.
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4 months ago
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Hello Veronica,
I sent you an email. Did you receive it?
kind regards,
Michael
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4 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello Popy71, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Candy Spinz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
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4 months ago
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Hello Matej,
In the meantime, I have repeatedly sent the casino the documents you requested, including my current tax return, which I find highly questionable in itself, to verify my account. They are constantly requesting new documents and declarations related to my verification, which I have already sent and described.
So far I have sent:
- my most recent tax return
- my business registration
- all documents that prove my self-employment (statements of my income from self-employment)
- all necessary bank statements that further confirm my self-employment.
Explanations of all details concerning my independent activities.
Yesterday I received the following email:
Here, the casino is requesting a tax return for the last six months. Since the 2025 fiscal year is not yet over and the 2025 tax return cannot be submitted until approximately March 2026, I cannot send the casino's requested documents.
In the email, the casino also demands that I provide another explanation of what type of services my freelance work involves. I have already informed the casino several times that this is affiliate marketing.
I now have the feeling that the casino does not want to pay out the winnings I won with real money and therefore keeps asking for documents and explanations that I have already sent or that I cannot provide, as can be seen from the last email.
kind regards,
Michael
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4 months ago
Hello,
We would like to inform you that a tax return is no longer required based on the information you have shared with us.
The verification process is still ongoing, and we now require a bank statement showing all deposits made to your casino account. Please ensure the document is in PDF format.
Kindly note that this is part of our standard verification procedure, and we are required to follow strict AML regulations.
You may upload the required bank statement directly through your casino account verification page. If you encounter any issues, you can also send it to us via email at [email protected].
Thank you for your cooperation and patience.
Best regards,
Candy Spinz Casino
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4 months ago
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Hello Matej, hello Candy Spinz Casino,
I have already provided them with a Jeton account statement several times, and it has already been accepted and verified. I have now uploaded another Jeton account statement to the verification page, which shows the payments to my casino account. I don't understand why they are requesting this document again.
kind regards,
Michael
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4 months ago
Thank you Popy71, for the uploads!
Dear Candy Spinz Casino, could you please let us know once the verification is complete, or whether you need more information? Thank you.
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4 months ago
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Hello Matej, Hello Candy Spinz Casino,
I uploaded the requested Jeton Account Statement with all the deposits I made into your casino. These two deposits are visible on the Jeton Account Statement.
I would like to know why the document was rejected.
I did not have any of the reasons why the document was rejected.
kind regards,
M
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4 months ago
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Hello Matej,
The casino sent me an email stating that the full amount can be paid out.
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4 months ago
Dear Popy71,
We are pleased to inform you that your documents have been successfully verified. You may now proceed to request a withdrawal of your funds.
Please note that while your account remains suspended, this does not affect your ability to make withdrawals. However, you will not be able to make deposits or participate in any gameplay.
If you encounter any issues with the withdrawal page, kindly forward a screenshot of the problem either here or to our support email at [email protected] for further assistance.
Thank you for your understanding.
Best regards,
Candy Spinz Casino
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4 months ago
Dear Popy71, this is great news! And thanks to Candy Spinz Casino for finishing the KYC for us.
I will keep this complaint opened, until the player confirms succesful withdrawal of all the funds.
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4 months ago
Thank you for the update Popy71, I am glad the things are moving forward. Hopefully by the next week you will get all the money in your bank account. Please, let me know if there are any issues next Tuesday or Wednesday, as payments may take 3-5 working days to get processed. Thank you.
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4 months ago
Dear Popy71, this is great news to read on a Monday! :))) Can you please sum up for me how much have you managed to withdraw so far, how many withdrawals are pending and how much is left to request? Just so I can adjust my internal notes, check on the withdrawal limits and in general be able to gauge how much longer until this issue is fully resolved. Thank you very much!
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4 months ago
Awesome news! Hopefully all can be sorted with the next three withdrawals. Please let me know if you have further issues with the withdrawals, or once you have all the money. Thank you very much! :)
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3 months ago
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Hello Matej,
Another €1000 was paid out yesterday.
539€ have not yet been paid out but have already been requested.
My account was closed yesterday.
kind regards,
M***
Edited by a Casino Guru admin
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3 months ago
I am happy to hear that, and would like to thank the both parties for the cooperation.
Dear Popy71, once you receive the last payment, please let me know in the thread or just click on the "resolved" button, which does the same thing automatically. I hope there will be no further hiccups - but if so - let me know. :)
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3 months ago
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Hello Matej,
Today, the casino made its final payout of €539. This means everything has been paid out.
Thank you for your help.
kind regards,
M
Edited by a Casino Guru admin
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3 months ago
Dear Popy71,
I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Candy Spinz Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
