SpellWin Casino - Player’s withdrawal is delayed due to pending verification.

I would like to provide additional information regarding my case with SpellWin.

I registered my account on March 17, 2026, and claimed the first deposit bonus offered by the casino. During my time on the site, I mainly played slot games.

After requesting a withdrawal, I was asked to complete the KYC verification process. I submitted all requested documents and fully cooperated with the verification requirements. However, despite my compliance, the verification remained pending for an extremely long period without any meaningful explanation.

On April 2, 2026, after already waiting for more than a week since submitting my documents, I contacted the casino and expressed my concern regarding the excessive delay. I also informed them that I had repeatedly contacted live chat support and had previously been promised an update by email, which never arrived.

The casino's response on April 2 was simply that my request had been forwarded to the relevant department and that I would be notified once there was an update. No explanation regarding the delay was provided.

After another eight days passed without any progress, I contacted the casino again on April 10. At that point, nearly three weeks had passed since my KYC documents had been submitted. I explained that the delay was unreasonable and requested immediate completion of the verification process and withdrawal.

The casino's reply on April 10 again failed to provide any substantive information. They merely stated that my request had been forwarded to their financial team to "speed up" the withdrawal process and apologized for the waiting time.

In summary:

I registered on March 17, 2026.

I claimed and used the casino's first deposit bonus.

I mainly played slot games.

I submitted all requested KYC documents.

Nearly three weeks passed without verification being completed.

I repeatedly contacted support and live chat.

I was promised updates that never arrived.

The casino never provided a clear reason for the delay.

The casino repeatedly responded with generic statements claiming that the matter had been forwarded to another department.

No evidence was provided that any actual review was taking place.

I believe this level of delay is excessive and unreasonable. More importantly, the casino failed to communicate transparently and repeatedly provided only generic responses despite numerous follow-ups.

I kindly ask Casino Guru to consider these facts when evaluating the fairness of the casino's conduct and handling of my withdrawal request.

Thank you for your assistance.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please specify which documents you submitted to the casino for your KYC verification?
• Have you uploaded your documents in Japanese, or were you required to have them translated into English?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• When was the last time you tried contacting the casino regarding your verification? What was their response?

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

Best regards

Veronika

Dear rinrin8960256,

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.

Dear Veronika,

Thank you for your reply.

I submitted the following documents for KYC verification:

Driver's License

Selfie holding my Driver's License

Certificate of Residence (Juminhyo)

The documents were uploaded in Japanese. I was never asked by the casino to provide certified translations or English versions of any documents.

Regarding VPN usage, I did not attempt to conceal my identity or impersonate a different person. I accessed the casino from my own account and submitted genuine documents that matched my personal information.

The last time I contacted the casino regarding my verification was on April 10, 2026. Prior to that, I had also contacted both the casino's support team and live chat several times because my verification had been pending for an unusually long period.

The casino's response on April 10 was that my request had been forwarded to their financial team in order to speed up the withdrawal process. However, they did not provide any explanation for the delay, any estimated timeframe, or any information regarding the actual status of my verification.

This was essentially the same type of response I had already received previously. Throughout the process, the casino repeatedly stated that my case had been forwarded to another department, but no meaningful update or progress was ever communicated to me.

Thank you for your assistance. I appreciate any help you can provide in resolving this matter.

Best regards

Please forward me the most recent conversations between you and the casino customer support regarding the verification of your account, as well as the documents that you submitted to the casino for verification. My email address is veronika.f@casino.guru. I appreciate your time and cooperation.

Dear Veronika,

Thank you for your message.

I have forwarded the requested documents and the most recent correspondence between myself and the casino to your email address, including the documents I submitted for KYC verification.

Please let me know if you have any trouble receiving the email or if you require any additional information or documents from my side.

Thank you for your assistance and for taking the time to review my case.

Best regards

Thank you for your email. However, I have received just your "Final notice" regarding the KYC process, not the documents that you submitted for verification. If you have not yet done so, kindly send these documents to me as well. I appreciate your cooperation.