The player from the Netherlands faces repeated rejection of a €1,500 withdrawal request from SpinDog due to verification requirements that they cannot fulfill, specifically being asked for a photo of a non-existent physical bank card linked to their Apple Pay account. Despite providing ample evidence of their identity and the validity of the payment method, the player receives no substantive responses from customer support regarding their complaint or alternative verification methods.
Spindog Casino - Player's withdrawal request is denied.
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Current status
Waiting for Casino Guru to reply
6d 23h 26m 18s
Spindog Casino
Safety Index 1.5 Very lowCase summary
Discussion
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1 hour 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.
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1 hour ago
Dear CSch90,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that verifying your payment method seems to be the only issue at the moment?
- Have you provided any other documents to verify your account? Have they all been approved?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
