The player from Germany has been trying to withdraw her winnings for a month, which were initially reduced to €500 after using a bonus. She has faced multiple requests for documentation, including selfies with specific requirements, yet her withdrawal is still unresolved. She expresses frustration over the lack of professionalism and customer service in the process.
Spinalto Casino - Player's withdrawal request is delayed.
Opened
Current status
Waiting for Casino Guru to reply
3d 3h 27m 57s
Spinalto Casino
Safety Index 6.9 Fresh casinoCase summary
Discussion
Public
Public
5 days 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!
Automatic translation:
Public
Public
4 days ago
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.
Public
Public
4 days 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
