LiraSpin Casino - Player’s withdrawal is delayed at Lira Spin Casino.

Hello,

I am having issues with Lira Spin Casino.

I had a win at Liraspin and after completing their verification process, I successfully withdrew €2,000 in two separate payouts. Everything went fine once they finally accepted my MiFinity statement, after I explained it doesn't come with the information they wanted on it.

The issue started when I requested to withdraw the remaining €503. Out of nowhere - with no email or explanation - they asked me to re-upload verification documents. They rejected my valid passport, then rejected a selfie with it, and then rejected a new version saying it was "poor quality."

I emailed them on August 26th and followed up again, but I've had no reply at all. Live chat is no help either - just the same copy-paste responses every time.

At this point, it feels like they’re stalling to avoid paying out. I’ve done everything they asked, multiple times, and I just want my remaining €503 released.

I’d really appreciate Casino Guru’s help in getting this resolved.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• When did you complete your account verification initially, and when was the last time the casino processed your payout?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your most recent communication with the casino regarding the issue as evidence? 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for getting back to me, and I really appreciate your help with this.

I’ve been a player at Liraspin since around July this year. My account has not been blocked, I can still log in, but they are refusing to complete the verification process properly and won’t release my final withdrawal of €503.

I received an email from them on July 28th confirming that my account was verified, so I’m not sure why they suddenly started asking for the same documents again.

I played slot games to build up my balance, and I did not use any bonus, the winnings were from my own money.

I also sent you the transcript of my last email to Liraspin.

Please let me know if there’s anything else you need.

Hi, they again asked me for my selfie with ID document which I already sent them two times. They are saying image has to be clear, but it is clear and I don't understand why do they ask me over and over again for the same thing. I sent you my selfies to your email so you can see if they are good, thank you.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 PrinsessPingu,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from LiraSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LiraSpin Casino,

Could you please provide us with detailed information regarding the player’s issue? In particular, we would appreciate it if you could clarify the reasons for the delay in processing the player’s withdrawal as well as the specific issues encountered during the verification process.

Your cooperation and prompt response will be greatly appreciated.

Thank you in advance.

Best regards,

Kubo

Hello!

We can confirm that your verification process is still in progress. To proceed, we require a clear selfie of you holding your ID. Please ensure all details on the ID are fully visible and legible in the photo.

The screenshot you previously provided was of poor quality, and the details on the ID were not fully visible. We recommend taking the selfie at a closer distance to ensure all information is clearly captured.

Please upload the photo to the verification page in your account. If you encounter any issues, you may send the document to our support email at support@liraspin.com. It will then be forwarded to the dedicated department for review.

Thank you for your cooperation and understanding.

Best regards,

LiraSpin Casino

Dear LiraSpin Casino,

Thank you for your clarification.

Dear PrinsessPingu,

I understand that this procedure may feel repetitive or inconvenient. However, there appear to be some issues with your previous selfie, as the details on your passport are not sufficiently clear when zoomed in.

Could you please take a new picture from a closer distance, holding the passport closer to your face, to ensure that all text and details are clearly visible? Once done, kindly provide the updated picture to the casino following the same procedure as before.

Thank you very much for your cooperation.

Dear PrinsessPingu,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru

Dear Everyone,

We’ve reopened this complaint at the request of PrinsessPingu. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LiraSpin Casino,

It appears that the player’s issue remains unresolved, even though two months have passed since our last communication. Could you please provide an update on the current status of the player’s verification, as well as a clear explanation of the reasons her selfies continue to be rejected? It seems the player has submitted several new selfies in the meantime, yet the outcome has remained the same.

Your clarification would be greatly appreciated.

Hello!

Since our last communication, the customer has submitted a new selfie with their ID document. The document was rejected because the passport details in the image are blurred and cannot be verified, so a clearer photo of better quality is required.

A Source of Wealth questionnaire has been sent to the customer, together with a request for documentation confirming the origin of the funds used to deposit to the casino, in line with the standard AML procedures listed at the bottom of the website. Acceptable documents include, for example, a salary statement, proof of business ownership, documentation confirming the sale of a property, inheritance documentation, or a divorce settlement, covering approximately the last three months.

In addition, proof of address has been requested in the form of a utility bill in digital PDF format, issued within the last 90 days.

At this time, none of the requested documents have been provided, and the questionnaire has not been completed. Should any questions arise, we will gladly assist.

Best regards,

LiraSpin Casino

Dear LiraSpin Casino,

Thank you for providing the additional information.

Dear PrinsessPingu,

Could you please clarify why you have not followed the casino’s instructions? I would really like to assist you with your issue, but I am unable to do so if the casino’s requests are ignored. Please submit a clear selfie, the additional requested documents, and complete the questionnaire as instructed.

Thank you.

Dear PrinsessPingu,

This is a kind reminder that your complaint was previously closed due to a lack of response from your side. However, we have reopened the case to give you another opportunity to address the issue. Please note that if you do not respond again, the complaint will be rejected and will not be reopened in the future.

Thank you for your understanding.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

Best Regards,

Kubo