Spinaro Casino - Player's withdrawal is delayed due to verification issues.

Hello, on Sunday, August 10th, I tried to request a withdrawal. First, I tried to verify my account, but the camera wouldn't turn on in the SUMSUB app on the casino website on any device. I contacted the live chat, who contacted the KYC department, and they asked me to manually submit my documents (they provided me with a list of required documents). After submitting them, the KYC department verified them and replied that my account was fully verified and I could withdraw funds without any issues. So I requested a withdrawal of €600 (you can withdraw €600 per transaction, and I have €1,200 in my casino account).

On August 12th, my withdrawal was rejected. The reason was that I had to send a photo of myself holding my ID card and a piece of paper with the date and the words "Hello Spinaro" to verify my account. This was very strange, because two days earlier, the KYC department had confirmed that my account had been verified. I submitted the required documents, and in live chat, I received a response that the KYC department had successfully verified my account.

Today, August 15th, the withdrawal still hasn't been approved, even though it's been over 72 hours since I requested it (according to the casino's terms and conditions, withdrawals are processed within 72 hours).

I wanted to ask CasinoGuru for help regarding this delayed withdrawal. If it weren't for the verification issues and the misleading information about positive verification, I wouldn't have any concerns about the withdrawal being approved. However, this makes me feel a bit anxious. I would appreciate your help.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• Could you please specify if you sent the requested selfie with your ID and a piece of paper to the casino?

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, thank you for starting this thread. The money was transferred to my account on August 17th, so I'd appreciate it if you could close my complaint. I apologize for the inconvenience. I could have waited a few more days and the forum complaint would have been unnecessary

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru