The player from Germany had been trying to withdraw winnings for a month, which had initially been reduced to €500 after the use of a bonus. Multiple additional documents were requested, including selfies with specific requirements, but the withdrawal remained unresolved. The player expressed frustration with the professionalism of the verification process and the quality of customer support. The Complaints Team took over the case and assigned a dedicated Resolver to communicate directly with the casino. The player later confirmed that the issue had been resolved, and the complaint was closed as resolved.
Spinalto Casino - Player's withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinalto Casino
Safety Index 2.9 Very lowCase summary
Discussion
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3 weeks ago
Translation
I played at this casino on July 6th using a bonus, and my winnings were subsequently reduced to €500. In the chat, I was told to upload my ID and proof of deposit from my bank. The withdrawal was immediately canceled. Today, I inquired again in the chat and was informed that I now need to upload a selfie on lined paper with the date and "Hi Spinalto Casino." There has been no response from the finance team. They claim my email didn't arrive, even though my ID is apparently approved. They also want the deposit time displayed, but my bank statement doesn't show the time. I find this whole process unprofessional and very customer-unfriendly.
I've uploaded at least five selfies now, and I was told in the chat that I should send selfies where both hands are visible. However, they showed me an example selfie where only one hand is visible. This is outrageous. I don't know what to make of it. They're just trying to avoid paying me!
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3 weeks ago
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3 weeks ago
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.
- Are the selfies you uploaded to the casino in sufficient resolution? Is your face fully visible, and all the information on your ID document is clearly visible and readable?
- Have you submitted your bank statement in the correct format? Does the document include all transactions made within the requested time period, or were you asked to provide only a deposit receipt showing one specific deposit made to the casino?
- Have you been requested to provide any additional documents to the casino for the verification of your account? If so, which documents were requested, and when exactly did you submit them?
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
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3 weeks ago
TranslationHello Veronika,
All documents were approved; only the selfie was flagged multiple times. I haven't heard anything from the finance department. When I inquired in the chat, I was told to resubmit the selfie because both hands had to be visible. As an example, I was sent a picture showing only one hand. This completely baffled me. When I inquired, the chat was closed, and I've now been blocked. I resubmitted the selfie showing both hands three days ago, and there's been no response since.
I'm at my wit's end and hope you can help me.
Roswitha
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3 weeks ago
TranslationHello,
Today I was able to access the chat. Lea now wants a selfie where you can see one hand but also the elbow. A selfie with both hands is completely unacceptable. A different request every day. It's really unprofessional.
Roswitha
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3 weeks ago
TranslationMore new information; now, according to David's instructions, I'm supposed to send another selfie with one hand. Every day there's a different request, and the finance team never responds.
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3 weeks ago
TranslationI sent at least 15 selfies today, and Dexter informed me in the chat that the second hand used to take the selfie is now visible. It's unbelievable!! I'm completely disappointed by this behavior and don't know what to do anymore!!!
Roswitha
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3 weeks ago
TranslationHello,
Today marks the 9th day I've been waiting for my verification. I've uploaded at least 15 selfies during this time, but I still haven't received a reply to my email. Neither from support nor from the finance department. In the chat, I received new instructions every day about what the selfie should look like. One day it was supposed to show a hand, then I was supposed to take a selfie with two hands, and another employee wanted a selfie where you could see my elbow. I took all these selfies and sent them to all the addresses. Still no response! Every payment is being canceled! I'm at my wit's end. I desperately need your help! I want and need these €500. You can't just keep the money.
Roswitha
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2 weeks ago
Dear Roswitha74
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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2 weeks ago
Dear Roswitha74,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Spinalto Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Spinalto Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Roswitha74,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Samuel
