GxSpin Casino - Player’s withdrawal is delayed due to documentation issue.

Dear CasinoGuru Team,

I am following up regarding my complaint against GXSpin Casino.

Since submitting my complaint, GXSpin has continued to send identical template responses demanding an "official bank-issued PDF" confirming that a Klarna One-Time Card has been blocked.

As previously explained and supported by Klarna’s written confirmation, such a document cannot exist because:

Klarna One-Time Cards are virtual and temporary

They are not issued by a bank

They do not appear on bank statements

No bank can issue a PDF confirming their blocked status

Despite this, GXSpin continues to insist on the same impossible documentation and refuses to proceed.

This matter is urgent, as Klarna has transferred the payment to an external collection agency while the merchant is withholding the refund.

I kindly request confirmation that my complaint has been received and information on the next steps.

Thank you for your assistance.

Kind regards,

Jesse

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GxSpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm the card was issued in your name?
• Is the card associated with any bank account?
• Is the card and associated information about it available in an app?
• Is there any information about the particular virtual card product online for us and the casino to learn more?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain in more detail what makes the situation urgent? Why was the card blocked?
• Could you please share with me any communication you had with the casino regarding the issue, other than what you shared already? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear LevJess,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The card was not on my name.

No it is not, there is no document to get.

No there not much information, the only information is a ordernumber and the date/time.

Yes you can search "One-Time Card" from klarna. It explains all of it, how it cam be used.

No, it was a reguler deposit and it was not issued by a bonus.

Because they blocked my account (with my permission). And also i need to pay for the One-Time Card.

The card is available to use for one day. That means that either you make a payment or it got deleted. The mine got deleted after the payment. Thats the reason why their is no document to get in any possible way, even klarna said it and they keep ignoring that.

I dont have any other communication with this worse site. Its every time the same answer. They just keep ignoring the fact that there is no document to get, and they dont even want to find a solution. Thats the reason why i complain abouy this site, and i really hope you could help me. This site doesnt even have the right to excist.

Thanks for your reply.

Do you have any contract with Klarna regarding the issuance of the card?

Please let me know.

I dont know. The only thing i know is that i have a document for 1.000 euro with a ordernumber. But the only thing you guys have to do is contact them and let them pay me the 1.000 euro. It doesnt even matter if i have proof or something, there is a deposit of 1.000 been made and it needs to get withdrawed: otherwise its scam. Do i have to wait like 2+ weeks to receive a response from you guys? Otherwise its noth worth it... it will take a year, because now you will react within 2 weeks again...

I apologize; however, without proper evidence, the money you deposited belonged to you, and there is little we can accomplish.

Even though playing in online casinos can be viewed as entertainment, the nature og gambling requires the casinos to abide by anti-money laundering rules, meaning the source of money needs to be confirmed. We are powerless in asking the casino to pay you the winnings if there is doubt about who the money belongs to.

We recommend you review any contracts you might have entered into when the card was issued and submit them as proof of ownership of the money used for gambling.

Looking forward to your reply.

I dont have proof of the card where the 1.000 euro deposit made of.. but i have a document where you can see the 1.000 euro transaction but not to who. But let this worse site keep their money. They only thing you guys can fo to force them to pay my 1000. If you only could say it, then they 100% would

Hello LevJess,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize, but according to our fair gambling codex, you should use payment methods in your own name: https://casino.guru/guide/fair-gambling-codex-for-players

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations. If you plan to use a bank account of which you share ownership with someone else (i.e. a joint account), you should always check if this is allowed with the casino before you do so.

If you happen to recover relevant information confirming the payment method is in your name, don't hesitate to contact us again, and we'll do our best to assist you.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.