Spassino Casino - Player’s withdrawal is delayed due to KYC hold.

I am requesting help with a withheld balance of 563 EUR at Spassino (operator Spasmatic N.V., Curacao licence no. 147851).

Timeline:

• 18 March 2026: Spassino restricted my account, citing suspected fraud in live casino games, refunded the deposit amount and made any withdrawal conditional on completing KYC verification.
• - 31 March 2026: I submitted my ID document and a selfie.
• - 11 August 2026: I submitted proof of address (bank statement) and a screenshot of the deposit transaction.
• - 11 August 2026: Support asked for the remaining documents, each attached separately but all within a single email.
• - 12 August 2026: I asked for an explicit list of what was still missing. Support declined to provide one and referred me back to their original email.
• - 17 August 2026: I submitted the complete set in one email, as instructed: ID front, ID back, proof of address, a new selfie holding a paper with the current date, and a screenshot of the deposit transaction.
• - Since then: no response.
• Support previously replied within 3.5 hours and, on one occasion, within one minute. After I submitted the complete set of documents, communication stopped entirely.
• The account balance is 563 EUR. The account remains blocked and withdrawals are unavailable due to the KYC hold.
• I have complied with every documentation request the operator has made. I am asking for the verification to be completed and the balance released, or for a specific written statement of what is still missing.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is the amount you are currently waiting to have refunded the original deposit amount you sent to the casino?
• Were you able to play any other games apart from the live casino games that were blocked for you by the game provider?
• Could you please forward me the documents you most recently submitted to the casino, which are currently pending verification in your account, at veronika.f@casino.guru?
• Have any of your submitted documents been reviewed and approved by the relevant department yet?

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

Best regards,

Veronika