Savaspin Casino - Player’s withdrawal has been delayed.

Hi,

Savaspin is doing everything they can to keep me from getting fully verified.

I completed the regular verification almost two moths ago and since then i have been sending in all kinds of additional documentation because they just keep asking for more and more when they receive what they requested.

The additional documentation is even private and has nothing to do with their casino still i accepted it and sent them what they asked for.

But now its gone two months and they keep playing games with me.

I can show you all documentation i have sent in and the email conversations.

Dear hoshy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes i have provided all the identity, proof of address, bank statement, proof of deposit, Salary slips, screenshots of my crypto wallet still they keep asking for more and more.

How is my complaint going?

Because i do not want to have any dialog with this casino anymore.

I have never sent so many documents to one single online casino before.

Guaranteed around 15 documents in total if not more and every single time they receive the document they ask for they request a new one.

Their own website says your verified after you upload the document then they just rewind it back to unverified and request a new document.

I hope you warn other people from this casino really!!!

Thank you very much for your reply, hoshy. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I sent them to the given email.

As you can see for yourself they verified my account multiple times then just reversed it to unverified and keep asking for more documents.

I have received multiple emails about my account being fully verified.

I have never ever experience anything like this before.

I truly hope you will tell the truth about their behavior to other people on your platform

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Savaspin Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Breach??

No one mentioned any breach,

They are just trying every single trick in the book to make it as hard for me to get my account verified.

Even though i received multiple emails as i am sure you have seen already read where is says my account is fully verified.

Hello!

We would like to inform you that the verification process is still ongoing, as the required documents have not been provided.

Specifically,  please provide a bank statement with your name and bank account number, where we can see the payroll receipt for the last 3 months.

Also, please provide information about verification of your cryptocurrency wallet, and take a screenshot of your personal account where we can make sure your wallet is verified. If this cannot be done, please contact support and provide us with screenshots.

Please upload the documents to your profile on the casino website, so we can check them and verify your account. https://savaspin.com/profile/verification

Please note that we operate strictly in accordance with our established Terms and Conditions and carry out all verification procedures as required to ensure full compliance with applicable regulations.

Best regards,

Savaspin Casino

Stop playing games,

You have received all requested documents.

Verified my account multiple times then just reversed the verification.

We can all read the emails where it says my account is verified multiple emails.

Hoshy, have you already sent the bank statement with your name and bank account number, where the payroll receipt for the last 3 months can be seen and your crypto wallet verification confirmation?

Yes i have sent payslips, bank statement and transaction history of my crypto wallet.

They got everything they asked for they are just playing games.

This verification has been going on for a very long time now.

And they have verified my account multiple times already.

I deposited with Trc20 which is a crypto network for USDT,

but Trc20 is not there as an option to withdraw with.

They got proof of my deposit they got proof of my identity they got proof of my address they got proof of my income.

I dont know what else they would want.

They are an online casino nothing else

Can you please send everything you have already submitted to my e-mail: [email protected]?

I forwarded the emails.

The documents i uploaded on their website you can request from them as i did not save the files after uploading them

Hoshy, you have sent only e-mails from the casino to you. Now that I think of it, I do not need to see al your documents.

Please, upload the statement and crypto account screenshot(s) in your casino account or via the link the casino sent and after that send the statement and crypto account screenshot(s) to my e-mail: [email protected], so I do not have a reason to think that you had not uploaded them into your account, Then, if the casino is not still satisfied, I will ask them what exactly is wrong with the already provided documents. Would this work?

As you can see i already uploaded them and they are already verified.

As previously said why did they verify my account three times just to reverse the verification?

Hello!

We would like to inform you that, at this time, no documentation has been uploaded to the user's account or received via email.

Please note that not all documents may be requested simultaneously for verification purposes.

As a regulated entity, the casino operates in accordance with its Terms and Conditions, and we may request documentation as part of our standard KYC (Know Your Customer) and AML (Anti-Money Laundering) procedures.

Once the required documentation is provided, we will be able to proceed with the case.

Thank you for your understanding and cooperation.

Best regards,

Savaspin Casino

Which document have you not received that you requested?

You have requested documentation thats` way above your rights as an a simple online casino.

Asked me to declare my income and provide you with salary slips.

Why are these documents not necessary when registering an account if your so worried where i get my money from.

You talk about Anti Money Laundering,

Would it not be good for you as a casino then to provide your costumers with same withdrawing methods as deposit methods.

For example the method i deposited with is not an option to withdraw with at your casino.

We can all see your behavior here.

hoshy, have you provided your Source of funds proof to the casino? It is a standard AML requirement, so the casino can see that money you have deposited are your indeed.

Yes i have sent them 3 salary slips.

I have sent them bank statements.

I am getting tired of casinos that are allowed to behave like this.

They are doing everything they can to make it as complicated as possible for me to get my winnings.

They are such sore losers they are crying over that i won 1000€

How can they even be in this business if they can not pay out winnings without causing such drama.

27th of April my account got verified.

9 May they verified my account again.

12th of May my account was again verified.

24th of june was the latest time my account got verified.

I will forward all these emails again.

where you can see for yourself how they behave.

hoshy, you still have not send me any of documents you sent to the casino. All you have sent is e-mail messages which you received from the casino.

Are they not attached as files in the emails?

I have both uploaded on their website and sent them documents

No, there are only casino's e-mails attached. Maybe there is a limitation to number of attachments possible, try to send e-mail only with your documents.

okey i will try to send them separet.

I have also uploaded alot of documents on their website

Dear Savaspin Casino, the player has sent me their pay slips and statements for April and May along with the screenshot of their crypto exchange account which shows that it is verified. Can you please let us know if anything else is missing from the player's side?

The latest email:

Hello, Hoshing!

We apologize for any inconvenience, but unfortunately, we do not offer service in the language you are using. We would be delighted to assist you if you could kindly use a translation tool to English. Thank you for your understanding.

For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab):

Please provide a bank statement with your name and bank account number, where we can see the payroll receipt for the last 3 months. Also, please provide information about the verification of your cryptocurrency wallet. Take a screenshot from your personal account where we can make sure your wallet is verified.

If this cannot be done please contact support and provide us with screenshots.

Please upload the documents to your profile on the casino website, so we can check them and verify your account. https://savaspin.com/profile/verification

If you have further questions, please, don't hesitate to contact us.

Best regards,

Stella

Casino Support Team

Now they want me to translate a bank statment using a translation tool.

Why is it hard for them to copy and paste the text into google tranlate if they dont understand bank transations in an other language than english.

It is very obvious what they are doing here.

Where is the limit for casinos behaviour?

Do you think this is okey to drag out verifications for months and ask for endless documentation just because I simply won at their casino?

Are you not allowed to win when playing?

Only deposit and loose?

I have provided them with more than 20 different documents and everytime the receive any document they request a new one that has nothing to do with any AML regulation or my deposit to their casino.

Dear hoshy,

We would like to clarify any confusion regarding our previous email. The introductory phrase was meant to explain that, as the operator is not a native speaker of your language, the message was written with the assistance of a translation tool. Please rest assured that we do accept documents in different languages.

With regard to the bank statements, we confirm that we have received those for April and May. However, we also require the statement for March in order to cover the full three-month period and to verify that the corresponding payslips have been credited to your bank account. Kindly provide us with the statement for March, ensuring that your salary is clearly visible.

Regarding the verification status of your cryptocurrency account, we kindly ask you to contact the support team of your wallet provider to clarify whether it is possible to display profile information such as your name and address. Should this information not be available, we will also accept the correspondence between you and the provider’s support team confirming this matter.

Thank you for your patience and cooperation. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Savaspin Casino

Stop lying,

You have received all three statements 10 days ago.

Regarding my wallet you are more than welcome to ask the exchange,

I have already explained to your support.

I am really tired of your games you are playing.

So desperate to keep my winnings it is embarrassing.

I have never experienced such a low level casino behavior.

Well, it seems that the player's screenshot proves that statements for all 3 months were sent.

Dear Savaspin Casino, could you, please, explain, what information is needed regarding the player's crypto exchange account? Does not the screenshot of their account prove their ownership? You are also free to respond to my e-mail, if there is any confidential information included: [email protected].

Yes,

Like I mentioned before how is an Online Casino have the allowed to behave this way.

Another thing is that they have no clue about crypto and privacy.

I am tired of the incompetence this casino has,

Still they are allowed to operate and receive deposits from people.

Here is the answer from my wallet holder also.

PRIVACY is the reason!!!

And I do not find their reason valid enough to exploit my privacy

Dear hoshy,

We would like to inform you that the documents you submitted via email are currently under review. Kindly note, however, that verification documents should be uploaded exclusively through the verification page of your account, unless technical or access-related issues prevent this. At present, there are available slots for document uploads in your account, and we would greatly appreciate it if you could upload the required documents there to ensure they are processed without unnecessary delays.

As outlined in our Terms and Conditions, Clause 7.4, we reserve the right to request verification of both deposit and withdrawal methods used on your account. Since deposits have been made through your cryptocurrency wallet, we are entitled to request verification of this method.

The cryptocurrency screenshot you provided does not display your name or the address of your cryptocurrency wallet, making it impossible for us to confirm that this is the account used for transactions. Therefore, we kindly ask you to contact the support team of your cryptocurrency wallet provider to clarify if it is possible to display profile information such as your name and wallet address. If this is not possible, we would appreciate it if you could provide us with the correspondence with their support team as confirmation.

We fully understand that the verification process may feel inconvenient and time-consuming. Nonetheless, it is a necessary and mandatory step to ensure compliance with our security standards and regulatory obligations. Please be assured that all submitted information is handled with the highest level of security and confidentiality.

We sincerely regret any inconvenience this process may cause, and we thank you for your understanding and cooperation as we work together to maintain a secure and fair gaming environment for all our users.

Best regards,

Savaspin Casino

Dear Savaspin Casino, the support of the crypto exchange in the last screenshot states that name or address cannot be displayed in the user's account. I was unsure what exactly that means, so I checked my personal KuCoin account and found no possibility there to show any of my personal information except for the e-mail address. Regarding the crypto address of the account, usually, deposits to such accounts are made to a personal address, however, withdrawals from them depart from the hot wallet of the exchange, so, unless you would like the proof of the withdrawal to that particular account, I cannot see how that helps to verify the player. The only way that comes to mind, except for the player to record the screen where they open their security settings and show the e-mail address, is the same recording but in which the player opens their account, goes to transaction, finds the deposit to the casino and opens it on the explorer where shows its hash. Please, let us know if that would be sufficient!

Dear hoshy,

Thank you for providing your correspondence with your cryptocurrency wallet support.

In order to proceed with the verification process, we kindly ask you to upload the required documents via your profile under the Documents tab.

Specifically, we will need bank statements showing your name and bank account number, which also indicate the receipt of your salary for the months of March and April.

Once the documents have been uploaded, our team will review them promptly.

We appreciate your cooperation and understanding.

Best regards,

Savaspin Casino

Dear Hoshy, have you uploaded the March statement as well already?

Hi Pavel,

I have sent it to them via email as a response to their request in the emails.

I have uploaded all the requested documents but will also upload this statement from march again.

There is nowhere to upload it but on proof of payment so i will upload it there.

Hopefully we can be done with each other after this ridiculous circus that has taken months for a simple verification process.

It has been going on since 26th of April.

This is insane behaviour

They rejected it again and are requesting a statement from April now.

They have already received all documentation but they still try to complicate the process it has been going on for half a year now do you at casino.guru think this behavior is okay?

There is nowhere to upload the document even so i will email it to you

[email protected]

Also why are they declining the document they request?

Savaspin, honestly, I do not see any other reason for you to lengthen the verification process except that you wait for the player to lose their funds unless there is a justification, e.g. suspicion of collusion or multiple accounts. The player has sent multiple documents multiple times, and you could not request all documents at once. Please, let us know why is player's April statement needed, if there is any background, you can provide details to my e-mail. Otherwise, I would be forced to close the complaint as unresolved.

Hello Hoshy,

Thank you for providing the photo. At this time, we do not see any recent communication from you in which it was submitted. Please resend the document either by email, by uploading it directly through your profile’s verification page, or by sharing it in our support chat where an agent can assist you further.

To proceed, we also require a bank statement indicating your salary payment for March and April. You can upload the required documents without issue in your account’s verification page. The bank statement must clearly show your name, bank account number, and a list of transactions. It may be provided either as a photo of a paper document or as a PDF file.

Once we receive the documents, we will review them promptly and continue with the verification process. We appreciate your cooperation and understanding.

Best regards,

Savaspin Casino

I have both sent the documents via email and uploaded them on your website,

I don´ t see any point of talking to your casino since clearly there is no communication between your departments.

You keep asking for same documents with the same copy paste message over and over again even though you received it multiple times.

I have sent the bank statements to Pavel you can communicate with him.

Hello hoshy,

We acknowledge your message; however, after checking thoroughly with our departments, we must emphasize that the documents you mention have not been received, either via upload on our verification page nor by email. Without submission through the proper channels, we cannot process your verification or withdrawal request.

As stated in our Terms and Conditions, the Company reserves the right to carry out verification procedures for each client at the time of first withdrawal and at any point thereafter, based on internal decisions. These verifications may require, for example, copies of a valid passport or national ID, proof of address, payment method verification, and other relevant documents. Compliance with these procedures is not optional and applies equally to all players.

To proceed, you must either:

Upload the required documents directly through the verification section in your account, or

Send them as attachments via the official verification email address provided in our communication.

Until the correct documents are submitted via one of these channels, we will be unable to move forward with your withdrawal request. We expect your cooperation in following the established procedure.

Best regards,

Savaspin Casino

Dear hoshy, at this point it is your word against casino's. In such cases we usually ask for the proof, but I have no idea how the casino can prove that you have not uploaded the documents. Therefore, I ask you to upload all mentioned documents while recording your screen, ideally with opening every document so we can be sure that it is the right one, and send the video to me. I will check it, send it to the casino and ask what is missing.

I have no idea how to do a screenrecording and as you can see in the screenshots i provided earlier there is nowhere to upload it .

That is why i sent them on email.

I will attach the screenshots again here so you can see for yourself, it is not possible to upload the documents.

I

Why is it so hard for them to just accept the pdf file on email?

Dear Savaspin Casino, please, take a look at the screenshots in the player's last message. I have no idea why would the player edit the photos so it appears that they cannot upload the documents in the account. If you have any understanding, you can state your point of view, however, until now, player's responses were more meaningful and explanatory so I do not see if the reason for player falsifying the screenshots can exist, and I hardly understand how this dispute can be pushed forward. Clearly, the player cannot submit documents in the account, so, please, either let them send the documents via the e-mail or delete already uploaded and verified documents from the player's KYC page.

Also, please, do not send any generic responses of "Player must submit their documents via their account page" type, it clearly did not help, and it will not help in the future. Instead, provide us either with your own suggestions or any other clear statements that can help us move this complaint forward.

If there is no progress moving forward, I will be forced to close this complaint as unresolved, since there has been more cooperation from the player's side than from the casino's side.

Now hey also suspended my account.

Dear hoshy,

We would like to inform you that the documentation has been accepted.

We kindly request that you request withdrawals for the entire amount. Please note that the maximum daily amount is 10,000 NOK. The rest of the funds can be withdrawn on the next day.

We appreciate your patience and understanding. If you have additional questions or need assistance, please let us know.

Kind regards,

Savaspin Casino

I will request a withdrawl of 9000kr today and the rest of 1516.46kr tomorrow since 600kr is minimum to request for a withdrawl.

I requested a withdrawal with the exact same method i deposited with so we are following the AML rules and regulations.

I requested both withdrawals now lets see how long it takes before they arrive

Hey hoshy, has there been any progress with your withdrawals?

Yes I finally received my withdrawl after 7 months of waiting.

Please share an honest review about their verification behaviour.

Thank you Casino Guru

Dear hoshy,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru