The player from Germany faced delays in withdrawing €1,000 after the casino requested additional verification documents. Following the submission and approval of these documents, his account was blocked with no clear reason given for the alleged violation of terms. Despite requesting his remaining balance and all correspondence, the casino did not cooperate and continued to refuse payment due to ongoing internal audits. The Complaints Team successfully facilitated communication with the casino, leading to the eventual approval of his withdrawal. However, the player's account remained blocked due to an administrative decision by the casino, which he found unprofessional and lacking transparency. The complaint was marked as 'resolved' as the player received his funds.
Capospin Casino - Player's account has been closed and withdrawal is delayed.
Case closed
Amount: €2,225
Capospin Casino
Safety Index:Fresh casinoCase summary
Translation
After I submitted a withdrawal request for €1,000, the casino initially delayed the withdrawal for several days and requested several additional verification documents. These documents were all subsequently submitted and approved. Nevertheless, the casino continued to delay the withdrawal, citing internal reviews of my account. On September 22, 2025, my account was blocked on the grounds of a violation of the general terms and conditions. However, this alleged violation has not been explained to me in detail to this day. Upon inquiry, the casino referred to an administrative decision and referred to the terms and conditions, according to which the casino reserves the right to close an account without giving a reason.
I then requested the casino in writing to pay out my remaining balance, referring to the terms and conditions. According to the terms and conditions, the casino is obligated to do so in the event of account closure. To date, however, the casino has refused to pay out my remaining balance, citing internal audits that may take some time.
To clarify the matter, I then requested that the casino provide me with all correspondence with support, as well as a list of my gaming history in an Excel file. I have not received these documents to date, and the casino is therefore refusing to cooperate in this matter.
I would therefore like to file a complaint against this casino based on the case described above.
I have attached the most recent correspondence with support, as well as the relevant excerpt from the casino's terms and conditions.
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Dear Mileso,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
TranslationDear Katarina,
First of all, I would like to thank you for your support in this case.
My bets have focused on roulette and sports betting.
I passed the verification process a few days ago. I've also taken screenshots showing that all required documents have been approved. I'd be happy to email the screenshots to you. I still have access to my personal account, but I can no longer place bets or request withdrawals.
My winnings were not earned with bonus funds, and there is no active bonus in my account.
In an email today, the casino states that, according to its terms and conditions, it "may suspend withdrawals at its sole discretion." In my opinion, this contradicts not only the terms and conditions but also any legal framework. Furthermore, the casino refuses any cooperation that could help resolve this case.
I'm happy to share this correspondence from today with you. I've already informed the casino about the ongoing complaint process.
Dear Mileso,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
TranslationHello Katarina,
I sent you the email with the correspondence and further screenshots. I haven't received a response to my last email, and the casino continues to delay the payout without giving a specific reason.
TranslationHere is another update on the case:
The casino has been delaying the payout since September 17, 2025, citing internal investigations. On September 21, 2025, the casino wrote to me stating that they were reviewing everything, that it wouldn't take long, and that the responsible department would contact me immediately. On September 23, 2025, the casino asked me to submit a bank statement containing all deposits into the casino for the month of September. The casino received this bank statement by email on September 23, 2025. Even after more than two weeks, I have not received any response or feedback from the responsible department.
The casino also does not respond to inquiries about this.
Thank you very much, Mileso, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Mileso,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Capospin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and also give us some update regarding the feedback from the responsible department?
Thank you in advance for providing the information.
TranslationI don't understand why it's taken you over two weeks, and why I have to file a complaint, to get this information to me...
The transactions with Mr. H. concern the rent for my apartment, which I pay monthly.
The payments received from the NLBV Lüneburg location represent my salary, as I am a state civil servant. This is also clear from the bank statements that you have had in your possession for weeks. It is clearly evident there that the payments from NLBV Lüneburg represent my salary.
Invoice 9146 concerns the payout of winnings from another casino. I will gladly send you the payout confirmation for these winnings. Since the amount of my salary, the authenticity of which I have already verified several times, already far exceeds the total amount of deposits into your casino, the origin of other funds is irrelevant in this case.
The transactions in which I transferred money to myself were either deposits into my daily money account or withdrawals of winnings from another casino. I also sent the casino the statement from my Flex account, which includes the payments to myself. Please note that it's common to have a savings account in addition to a checking account, so these payments are by no means unusual.
I politely ask the casino again not to block or delay the verification process unnecessarily.
Dear Mileso,
Thank you very much for cooperation!
Dear Capospin Casino Team,
Is there anything else you need from the player, or can the withdrawal requests proceed at this point?
Thank you in advance for your assistance and for keeping me informed.
TranslationUnfortunately, the casino continues to refuse the payout and now requests a bank statement for account **9146.
As stated above, I have long since informed the casino that account BS**9146 is not my own account. The payments received from this account are withdrawals of winnings from another casino. Therefore, I verifiably do not have a bank statement from this account. Instead, I have uploaded the casino's withdrawal confirmation that I received for the aforementioned transactions and request that the casino accept it.
I maintain that the origin of these funds is irrelevant in this case, since the amount of my salary, the legitimacy of which I have already proven several times, already far exceeds the total amount of deposits into the casino.
The casino continues to delay verification in an unnecessary and dubious manner.
I also request the Casino Guru team to put the casino's previous post into private mode, as it contains confidential information.
TranslationA supplement to the incoming payments from account **9146:
All deposits to Capospin were made in September. No transactions were made with account **9146 during this period.
This demonstrates once again that the transactions with this account are irrelevant to the present case. Nevertheless, the casino continues to insist on a bank statement for this account and continues to consistently ignore my previous comments on this matter.
Capospin also has a payout confirmation from the casino where the winnings originated, but you reject this document without giving any reason.
This reinforces the suspicion that the casino is deliberately and intentionally delaying verification to prevent withdrawals.
Dear Mileso,
Thank you for the information and for your patience.
Dear Capospin Casino Team,
Could you please respond here to the player regarding the origin of some of his payments, as well as specify which documents are required for the verification process? This will help ensure that the player can complete verification without further delay.
Thank you very much in advance
Dear Mileso,
We would like to inform you that the bank statement ending in 9146 is not required at this time. Thank you for providing the requested clarification.
Please note that your Source of Funds documentation is currently under review. As part of this process, we would like to remind you that the submitted bank statement must include all deposits made to your casino account. You may cross-check these transactions through your casino’s transaction history page.
At this stage, the review is still ongoing. However, we have observed that some transactions made to your casino account do not appear on the provided bank statement for the corresponding dates. Could you please provide an explanation regarding these transactions?
Thank you for your understanding and continued cooperation.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
You've had the documents for a month now, and since then, you've been told they're being reviewed. I again ask you not to delay the verification unnecessarily and to expedite the process.
Please note that the submitted bank statement includes all deposits to your casino, with the exception of one payment. The €20 deposit from September 17, 2025, was made via Paysafecard and therefore does not appear directly on the bank statement. However, you can see the payments I made from my checking account to my Paysafecard account on the bank statement.
I also told you this weeks ago.
TranslationUnfortunately, the casino still hasn't been able to tell me specifically which documents are missing for my account verification. While they're requesting proof of payment for my Paysafecard deposit, in the Verification tab you're now requesting the payslip again, which you received weeks ago. You also asked me via email to upload my bank statement again. The casino also received this weeks ago. The casino's information therefore remains highly contradictory, so it's unclear to me what's been holding up my account verification for weeks.
Nevertheless, I sent all the requested documents to the casino again. 
Dear Mileso,
I understand your frustration, and appreciate your patience!
Dear Capospin Casino Tean, can you please expedite the process and let us know the outcome as soon as possible?
Thank you so much in advance
TranslationUnfortunately, the casino continues to make contradictory statements.
My profile now shows that my account is verified. However, the casino continues to consistently refuse withdrawals. Instead, I received another email asking me to upload my bank statement, which means the casino is delaying the withdrawal even though the verification is complete. It's also interesting that they are now requesting a bank statement that includes all transactions for October, even though they closed my account in September without giving a reason. This meant I couldn't make any deposits at the casino in October. In fact, I only made deposits at the casino in September, and I have provided proof of these deposits many times since.
The casino's behavior is therefore highly dubious and makes it clear that they are trying by all means to delay the payout.
Dear Mileso,
We would like to inform you that the document has been rejected as it doesn't include all the earlier requested information.
Please note that only part of your deposits are visible in the provided bank statements, while the requirements are for all. It is not just a single transaction that is missing. As mentioned, you can double-check all your deposits via the transaction history tab in your casino account as it will show dates and amounts.
Additionally, for the odd paysafe transaction, if it cannot be presented in the current statement, please provide us with the paysafe statement with the transaction visible.
The duration mentioned in the email refers to the last 3 months as it is a standard requirement for Source of Funds documentation, which is part of our AML procedure visible at the bottom of the site.
In order to proceed, please provide us with a bank statement with all transactions, fully visible deposits.
In case you cannot upload documents via your verification page, please send them to the email we have sent you. If you have additional questions, please let us know.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
Your claim that my provided bank statements do not cover all transactions to your casino is simply false. All deposits made to your casino by credit card are reflected in the bank statements. Only a deposit of €20 does not appear there directly, as this transaction was made via Paysafecard. I have already sent you the statement for this Paysafecard transaction several times. However, I have attached both documents for you again.
Please tell me the specific transaction to your casino that is allegedly missing from the bank statements.
You further claim that, as part of the AML procedure, you are using documentation of sources of funds for the last three months. However, in your email, you request bank statements covering a four-month period (July, August, September, October). Furthermore, October is irrelevant for this case, as the last deposit at your casino was made on September 17, 2025, and thus in September. Your statements on this matter therefore remain contradictory, inconclusive, and, in the case of the bank statements, simply false. Your statements therefore reinforce the suspicion that you are deliberately delaying verification.
I politely ask you again to expedite the verification process and not delay it unnecessarily.
I expect a speedy resolution of the case.
Hello!
No new documents have been received since our last request. The same files have been submitted again, and the reasons for their rejection were already clearly communicated.
We require a Paysafe statement showing the deposit transaction visibly. The document you provided reflects only a single transaction and does not qualify as a statement.
The bank statement submitted is identical to the previous one, which had already been reviewed and found incomplete, as it does not display all deposit transactions. Additional questions were also raised to obtain further information, but these remain unanswered.
The verification process can be completed swiftly with your cooperation. If anything remains unclear, please let us know, and we will gladly assist you in resolving the matter as quickly as possible.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
I would be happy to send you the requested statement of my Paysafecard account by email.
I maintain my belief that the submitted bank statement includes all deposits made with you. I came to this conclusion after carefully examining the bank statement. Therefore, it is still unclear to me which transactions are allegedly missing from the submitted bank statement. The screenshot in my last post shows all my deposits to your casino. With the exception of the Paysafecard transaction, all of these transactions appear in the submitted bank statement.
Unfortunately, you are ignoring my request to tell me exactly which transactions are missing from the bank statement. I therefore politely request that you please again clearly and specifically state the exact transactions that you believe are missing from the submitted bank statement. In this context, I also ask that you do not simply ignore my inquiries regarding missing documents, so that it is clear which transactions are involved and the verification process is not unnecessarily delayed.
I have also not received a reply to my last email to date.
Furthermore, you claim that further questions remain unanswered. Your last email doesn't contain any additional questions, so the statement is incorrect. I have already answered your inquiries regarding the origin and legitimacy of my payments several times by email and within the context of this discussion. Here, too, you fail to specifically address the questions in question. Therefore, it's not clear to me where the problem lies.
I therefore ask you again to clarify your statements and inquiries and not simply ignore my comments and messages.
Dear Mileso,
Thank you for providing your Paysafe transaction statement.
To clarify, the question regarding the transaction dates was raised earlier in this complaint rather than by email. It concerns the fact that the dates shown in your bank statement appear to differ from those recorded on our side.
Additionally, please note that the only transaction visible on the 4th of September in your bank statement for the sum of your deposit appears to be related to Paysafe, as reflected in your transaction history. The deposit made on this date, however, was not processed through this payment method.
Thank you for your understanding and cooperation.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
Please note that the date on the bank statement indicates the date the transaction was posted. This does not necessarily correspond to the date of the transaction at your casino, as banks sometimes post transactions a few days late. This is common practice, especially with credit card transactions, and is beyond my control. As a reputable and experienced casino, you should be well aware of this fact.
This also applies to the deposit at your casino on September 4, 2025.
This appears in the bank statement dated September 5, 2025, because this transaction was only posted by the bank one day later.
I ask you to take this into account when reviewing the submitted bank statements, and I maintain that the submitted bank statement contains all deposits into your casino. Despite this discrepancy regarding the dates, I expect you to be able to identify the deposits into your casino.
I therefore politely request that you once again examine the matter.
Dear Mileso,
Thank you for providing the requested explanation.
To proceed with the verification, we need to verify your Source of Wealth, as this is a standard AML practice.
We require documentation demonstrating the origin of the funds used for depositing in our casino. Examples include salary statements, proof of business ownership, sale of property, inheritance payments, divorce settlements, or similar documents covering the last three months.
Additionally, we have sent you a quick Source of Wealth questionnaire.
Thank you for submitting your answers and additional documentation via email. Please be informed that they are currently under review, and we will update you as quickly as possible.
We appreciate your patience and understanding.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
I deposited a total of €1155 into the casino. These deposits were all made during the month of September. Despite this, the casino rejected my submitted payslip, claiming it wasn't necessary for verification and demanding payslips for July through September. Once again, the casino ignored my detailed explanations of the payslips. The August payslip alone demonstrates the legitimacy of my funds, amounting to over €3000. This sum far exceeds the amount I deposited into the casino.
Regarding the payslip, please note that my submitted payslip for the month of August is also valid for September.
These are only reprinted when changes are made. Otherwise, the most recent payslip remains valid for subsequent months.
There have been no changes for the month of September, as you can see from the bank statements that have already been submitted.
If you look at your August payslip, you'll see in the top right corner that the field "No printing from – to" is filled with 05.25 – 07.25. This indicates when the last printout took place.
Therefore, there is no separate payslip for the months of May 2025 to July 2025, as the payslip for April applies to these months. You will also receive the payslip for April 2025 by email.
Unfortunately, this casino once again demonstrates a lack of professionalism and a lack of a solution-oriented approach. Instead, they continue to deliberately delay the verification process by simply rejecting documents without addressing my explanations regarding the documents. Therefore, I remain unclear about the verification issue. Regrettably, the casino continues to fail to clarify this matter.
Dear Mileso,
I understand how frustrating this must be! And thank you for clarification!
Since your submitted documents have been rejected before, can you please send everything you are able to and casino is asking to them again?
Thank you so much in advance
TranslationI just sent the documents to the casino again by email.
Dear Capospin Casino Team,
are the sent documents from the player sufficient enough? Can player´s account be unblocked?
Thank you in advance for the update!
TranslationI received an email from the casino today requesting my payslips again. The casino demonstrably received these documents long ago, and they have already been approved in my profile. The casino continues to ignore my explanation regarding the payslips in this email as well.
The casino continues to behave in a completely unprofessional manner, causing the verification process to go in circles. They repeatedly request the same documents that have already been approved and deliberately ignore my comments, leaving me unclear as to why the verification process is not being completed and why no progress is being made.
Dear Mileso,
We would like to inform you that new payslips have been requested due to specific information displayed on the documents you have provided.
At the bottom of these documents, under the "ELStAM" section, the period of receipt for these funds is indicated as 2021. If these are indeed your most recent payslips, we kindly ask you to provide clarification or further information regarding this discrepancy in the date.
Thank you for your understanding.
Best regards,
Capospin Casino
TranslationThe date under ELStAM (Electronic Wage Tax Deduction Characteristic) on a payslip can differ from the date of the statement because they are two different things:
ELStAM
- Definition : The ELStAM date is the date on which the wage tax deduction characteristics (e.g., tax class, tax allowances) were electronically stored with the tax office. This happens once, until changes occur.
- Purpose : It serves as proof of the application of the correct wage tax deduction features.
Billing date
- Definition : The payroll date is the date on which the payroll statement was created.
- Purpose : It indicates the time at which the billing was carried out.
Reasons for the deviations
- Time delays : There may be delays between the preparation of the payroll statement and the electronic transmission of the payroll tax deduction information.
Retroactive changes : Changes to the wage tax deduction characteristics can be made retroactively, which can lead to a discrepancy between the ELStAM date and the payroll date.
I can assume that a reputable and competent casino also possesses this knowledge.
Please also note that I have no influence on the preparation and structure of the payslips.
It is highly questionable that you are asking me technical questions about the details of my payslip, which are outside my control, especially since you, as the relevant department, should have the expertise in this matter. It is not my job to explain the intricacies of a standard payslip. This cannot be part of a verification process and therefore cannot be used as grounds for withholding payment. Please conduct yourself professionally in the future and focus on the essential aspects of this process that fall within my area of responsibility.
I kindly request once again that you expedite the verification process. You have long since submitted all the required documents and have already verified their authenticity. Therefore, there is no reason to unnecessarily delay the verification process any further and refuse payment.
Dear Capospin Casino Team,
I hope this provides the clarification you were looking for. Please don’t hesitate to reach out if you need any further information.
TranslationToday I received an email from the casino requesting a detailed bank statement for the last six months. The casino has already received (multiple times) bank statements demonstrating the legitimacy of my funds, which have already been approved. Furthermore, the legitimacy of my funds was confirmed by submitting a payslip. I would like to reiterate that I only made deposits totaling approximately €1350 to the casino in September. However, I have already provided proof of the origin of funds exceeding €10,000.
The casino is clearly deliberately creating a loop in the verification process by repeatedly requesting the same documents, thus delaying payouts. Furthermore, the complexity of the procedure is completely disproportionate.
DearnCapospin Casino Team,
I just wanted to ask if there’s a particular reason the player is being asked to resubmit a document that was already provided and previously accepted. I just want to make sure everything is in order and there’s no misunderstanding.
Dear Mileso,
I completely understand that this situation can be frustrating. However, I recommend cooperating with the casino’s request and resending the required documents. This will help them verify your account and process your payment as quickly as possible.
Thank you for your patience and understanding.
TranslationThe casino has now received the requested document again. It would be appreciated if the casino would handle this matter professionally and competently. Unfortunately, the casino continues to be neither cooperative nor solution-oriented and is deliberately attempting to delay the verification process. The casino's behavior can no longer be justified by a standard AML procedure. Furthermore, the effort involved is disproportionate to the amount in dispute. It is completely unacceptable in the industry for the verification to be delayed for almost two months now, with the same, already approved documents being requested repeatedly. This behavior is utterly unprofessional.
TranslationIn its email today, the casino again asks for an explanation as to why the date of some deposits on the bank statement differs from the transaction date. I have already explained this in detail here, and the matter has long been resolved. The casino is therefore demonstrably continuing to use all available means to prevent the verification process from being completed in an unethical manner.
Dear Mileso,
We would like to inform you that the documents you provided have been accepted.
We kindly ask you to proceed with requesting the withdrawal of your remaining balance. Please note that your previous withdrawal was processed on November 9, 2025, at 10:40 UTC, and you may now withdraw the remaining funds.
As stated in our Terms and Conditions, withdrawals may take up to 24 hours to be processed on our side. Subsequently, it may take up to 5 business days for the funds to reach your bank account.
If you have any further questions or require assistance, please do not hesitate to contact us.
Best regards,
Capospin Casino
TranslationLadies and Gentlemen
My withdrawal request from September 17th has indeed been approved after a delay of almost two months. Unfortunately, I still cannot request the withdrawal of my remaining balance, as I receive an error message stating that verification is required. I have attached a screenshot. I therefore request once again that you activate the withdrawal of my remaining balance and not delay the process any further without reason, as the verification process is now complete.
Dear Capospin Casino,
Could you please review this matter at your earliest convenience? Thank you for your cooperation.
Hello!
The issue was of a technical nature and has now been resolved. The player has submitted a withdrawal request, which will be processed within 24 hours. The remaining funds may be withdrawn once the daily limit has been reset.
If you have any additional questions, please let us know.
Best regards,
Capospin Casino
Dear Mileso,
Thank you for the update from Capospin Casino.
Could you please keep us informed once the funds arrive and let us know whether the additional withdrawal can be processed?
TranslationLadies and Gentlemen
I can confirm that the money has now been credited to my account. However, my account at the casino remains blocked. As the matter can now be considered resolved, I request that the casino unblock my account.
Dear Mileso,
thank you very much for letting me know! I am so glad, that you have received your money! And once we find out why your account is still blocked, I will close the case, in a meantime, I keep it opened.
Dear Capospin Casino,can you please let us know if there is a reason why player´s account is still blocked?
Dear Mileso,
We would like to inform you that your account has been closed following an administrative decision, in accordance with the Terms and Conditions agreed upon during registration. Specifically, Clause 10.3 states:
Company reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at Capospin absolute discretion and without any obligation to state a reason or give prior notice.
Thank you for your understanding.
Dear Martina,
We have sent you an email with further information.
Best regards,
Capospin Casino
TranslationDear representatives of Capospin Casino,
It's a shame that you've chosen not to elaborate on the reasons for blocking my account and have declined to fully clarify the matter. Since you haven't provided any other specific reason, I unfortunately have to assume that winning players are systematically excluded from your casino. Even if this is in accordance with the terms and conditions, closing an account without giving a reason doesn't exactly speak to a reputable and fair casino. I would also like to reiterate that the payout of my funds was delayed for almost two months, and the casino only decided to release the money after I filed a complaint. This is not standard practice in the industry.
The fact that you sent Casino Guru further information while withholding it from me further underscores that this casino places no value whatsoever on transparent and respectful communication with its players. This unfortunately reinforces the disreputable nature of this casino and fits with my overall experience with it.
Based on my experience described here, I must strongly warn against playing in this casino, as questionable methods are used to delay payouts and winning players are systematically excluded.
Dear Mileso,
The casino informed me that it was their administrative decision, which they have all rights, after your deposits were returned.
And since your money has arrived, I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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
