The player from the Netherlands faced repeated rejection of a €1,500 withdrawal request from SpinDog due to verification requirements they could not 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 received no substantive responses from customer support regarding their complaint or alternative verification methods. The complaint was marked as resolved by the player, and the issue was closed by the Complaints Team following the player's confirmation. The team acknowledged the resolution and offered further assistance if needed.
Spindog Casino - Player's withdrawal request is denied.
Resolved
Our verdict
Case closed
Amount: €1,500
Spindog Casino
Safety Index 1.5 Very lowCase summary
Discussion
Public
Public
1 month 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
1 month 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
Public
Public
1 month ago
Thank you very much for your reply, CSch90. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CSch90,
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,
Kristina
