The player from Austria was unable to withdraw their balance due to issues with completing the KYC process, as their deposit slip was repeatedly rejected for not displaying their name. They explained that they had deposited using a crypto wallet that was not personal and had communicated this multiple times without resolution. We engaged with the casino and requested the player to provide specific documentation proving the source of funds used to credit their crypto wallet, including transaction histories and bank statements. Despite multiple submissions from the player, the casino deemed the documents insufficient for verification, citing requirements for original digital documents clearly showing wallet funding prior to deposits. Due to the player's account being blocked and ongoing difficulties in providing acceptable proof, the complaint was closed at that time due to lack of further response.
SpinGranny Casino - Player's withdrawal is delayed due to KYC issues.
Player stopped responding
Amount: €95
SpinGranny Casino
Safety Index:HighCase summary
Hello,
Unfortunately, I can't withdraw my balance because I can't complete the KYC. My deposit slip is always rejected, stating that my name isn't listed.
However, I deposited with crypto and told them several times that the wallet is not personal.
Unfortunately without success.
Can you help me here?
VG
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please specify which wallet service you use for cryptocurrency transactions?
- Have your other documents been accepted and approved?
- Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
Hello,
I used the cryptowallet guarda.
I sent the screenshot I sent to spinngranny to your email.
Like the email process.
Some of the documents I sent were approved. (Like passport)
However, proof of payment and address are still open.
Best regards and thanks
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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.
Dear Brun67,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite SpinGranny Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Hello Brun67,
Thank you for reaching out to us.
At this stage, we only require a screenshot of your wallet with the wallet address clearly visible. Please upload the screenshot directly through your profile so that our team can review it.
This document is required as part of the verification process for your account. Providing this information helps us confirm that the wallet belongs to you and ensures the security of your transactions. This procedure is a standard part of our KYC (Know Your Customer) policy, which all players must complete to comply with regulatory requirements.
Once we have the document, we can proceed further with the case.
Thank you for your understanding and cooperation.
Best regards,
SpinGranny Casino
Dear Brun67,
As the casino mentioned above, please submit a screenshot of your wallet showing the wallet address clearly. Kindly keep us informed once you have done so.
Hi Jana,
I have already uploaded exactly these documents. The wallet address is clearly visible.
These have not been accepted (Your name, the transaction amount, the recipient's name, the transaction ID, the time or the date are missing from the deposit slip.)
Best regards
Hello Brun67,
Thank you for your cooperation and for your continued assistance with the verification process.
At this stage, the document you referred to is not required for your verification. However, in order to confirm that the deposits were made from your own wallet, we kindly ask you to provide a separate screenshot clearly displaying your wallet address.
Please make sure that your wallet address is fully visible in the screenshot. Even if it appears on your proof of deposit, we still require this screenshot to independently verify ownership of the wallet. Once we receive the requested document, we will be able to continue with the verification of your account.
We appreciate your understanding and prompt cooperation in this matter.
Best regards,
SpinGranny Casino
Hello everyone,
My wallet address is clearly visible on the sent document!
So where does the problem lie?
@Jana I also sent you the document via email
Best regards
Dear SpinGranny Casino representative,
the player has provided you with a screenshot in which his wallet address is clearly visible. Is there anything else you need from the player to verify his account?
Hello Jana and Brun67,
After a detailed review, please note that the submitted images cannot be accepted as valid proof of ownership. The documents that Brun67 provided are via link and only display certain transactions but do not clearly show the actual wallet interface or confirm that the account belongs to you.
To verify the ownership of his crypto account, we require a screenshot taken directly from his wallet application (not from a blockchain explorer), clearly showing:
- the wallet address
Please ensure that all information is captured within the same image to confirm the wallet belongs to him. Screenshots from blockchain explorers are not sufficient, as such data is publicly available and cannot confirm individual ownership.
Once he provides this, we will be happy to proceed with the verification.
Kind regards,
SpinGranny Casino
Hello everyone,
I don't understand Spingranny's answer. The wallet address is clearly visible.
I have now sent another screenshot.
Both to you Jana and to Spingranny
Please review.
Dear Brun67,
thank you for your email. We kindly ask you to provide a screenshot of the transaction from your crypto wallet to the casino, as shown at the bottom of your Guarda Wallet. In addition, please specify the source — that is, from which bank or platform the funds were sent to your Guarda crypto wallet — and provide a screenshot of that transaction as well.
Dear SpinGranny Casino representative,
please note that Guarda is a non-custodial wallet interface and does not require KYC for standard operations such as sending or receiving assets.
Hi Jana,
I already sent you both screenshots!
Should I send them again by email?
I won at another online casino and had my money paid out to crypto from there.
What exactly do you need here?
Many thanks and best regards
Hello Brun67,
Thank you for reaching out to us.
To proceed with your verification, we kindly request you to provide a document that confirms the replenishment of your crypto wallet. This can be a bank statement, an e-wallet statement, or any official document clearly showing the payment made to the cryptocurrency exchange. This document is essential for us to verify your deposit and ensure the security of your account activity.
We understand that the verification process may not be the most convenient and may take some time, but it is a necessary step on our platform to protect both you and our services. As outlined in our Terms and Conditions, we reserve the right to request identification documents and verify deposit and withdrawal methods. Please rest assured that all data you provide is handled with the highest level of security and confidentiality.
In accordance with our policies, withdrawals can only be processed after successful verification. By registering on our website, you acknowledge that you have read and accepted these Terms and Conditions.
Thank you for your cooperation and understanding.
Best regards,
SpinGranny Casino
Good evening everyone,
I have never used a cryptocurrency exchange in my life!?
I don't have anything like that.
How can something like this be required for a verification process if it has never been used?
Dear Casinoguru Team, please,
I have disclosed all the necessary evidence.
Something is being demanded here that doesn't exist.
This has nothing to do with verification!!
Nice evening
Hello Brun67,
Both the casino and our team are requesting the same thing — proof of the payment made to your Guarda cryptocurrency wallet. This can be a bank statement, an e-wallet statement, or any official document clearly showing the transaction to your Guarda wallet. This document is essential for the casino to verify your deposit and ensure the security of your account activity. I hope this clarifies the situation.
I have uploaded new documents and sent them to Casinoguru via email.
As I've already written, I've won at Platincasino every now and then.
The screenshot also shows how I withdraw funds and how it depends on my guarda.
Please verify my account.
VG
Hello Brun67,
thank you for submitting the documents.
Dear SpinGranny Casino representative,
the player has submitted the requested documents showing proof of payment made to his cryptocurrency wallet. We believe this should be sufficient to verify his account.
HelloBrun67,
To continue with the verification process, we kindly ask you to provide documentation confirming the source of funds used to credit your cryptocurrency wallet. The document can be one of the following:
- A bank statement showing the purchase of cryptocurrency
- An e-wallet statement displaying a payment to a cryptocurrency exchange
- Any other official document that clearly verifies the transfer used to fund your wallet
Please ensure that all relevant transaction details are clearly visible.
Thank you for your understanding and cooperation.
Best regards,
SpinGranny Casino
Hello Jana, hello Spingranny,
I have never bought cryptocurrencies
I don't own a cryptocurrency exchange either.
As I already wrote, I had won at Platincasino and received the payout from there.
@Jana, documents are being requested here that do not exist and that have nothing to do with verification.
Or is it mandatory to use one? I don't think so.
Hello Brun67,
Thank you for your message. In order to proceed with the verification, we kindly ask you to provide a document confirming that the funds were received from Platincasino.
This document can be one of the following:
- A payment confirmation or receipt clearly indicating the source of funds
Please ensure that all relevant details, such as the transaction amount, date, and sender information, are clearly visible. Once received, our team will review the document promptly to continue with the process.
Thank you for your cooperation and understanding.
Best regards,
SpinGranny Casino
The screenshot I sent clearly shows that payments were made in and out, and that the money was credited to my Platinum account.
Otherwise, show me an example of what you're asking for and how I can get it!
Hello Brun67,
Thank you for the documents you have provided so far.
However, the current screenshots of the withdrawal menu and the wallet/transactions are not sufficient for our verification. In order to proceed, we need a document or clear evidence that shows that the withdrawals from your gaming account were received specifically in the wallet you are using. This can be, for example, a statement, report, or detailed transaction history from your wallet provider or exchange, where:
- The receiving wallet address is clearly visible.
- The incoming transactions corresponding to your withdrawals from our platform are shown (including date, amount, and transaction ID/hash).
- It is clear that these transactions were credited to the same wallet you currently use.
Additionally, the proof must cover the period of the deposits we are reviewing. Please provide documentation that clearly shows the transactions going into your wallet.
Once we receive clear proof that the deposits were paid into your specific wallet address, we will be able to continue with the review.
Best regards,
SpinGranny Casino
I disclosed the transactions?!
Tell me exactly what you want and where I can get it, I just don't understand .
Hello Brun67,
To continue with the verification, we need a document that shows how you received the positive balance in your crypto wallet. In other words, we must see where the funds came from before they reached your wallet.
For example, this could be:
- A receipt or confirmation showing a transfer from the casino or another platform to your crypto wallet.
- A screenshot or document from your crypto account showing the incoming transaction, including the date, amount, and sender’s details.
Also, you should know that the document you provide us with should be before the deposits you made in our casino. As your deposits were made in September, the document should show transactions made before that in your wallet.
This is part of our standard Anti-Money Laundering (AML) procedure. We must confirm that the funds came from a legitimate source in order to complete the verification of your account.
Once you provide this document, we will be able to proceed and finalize your verification.
Best regards,
SpinGranny Casino
Good evening,
@ Jana, as you yourself wrote on November 23rd, I submitted the documents.
Since Spingranny has my wallet address, all transactions are visible.
Despite repeated inquiries about the exact requirements, the item sent that meets the requirements is not accepted!
Unfortunately, I no longer have access to my Platincasino account!
I have now provided multiple proof of when my money will arrive!
I hope I can warn as many players as possible not to play here!!
Hello Brun67,
We currently need proof showing how your crypto wallet was funded, as it was used for deposits at our casino. This is required to confirm that the funds came from a legitimate source in line with AML procedures.
The document you provided from PlatinCasino cannot be accepted, as it doesn’t show where the withdrawals were paid and covers a later period than your deposits to our casino (September 16–17). The wallet screenshot also shows transactions from November only, which doesn’t verify the source of your deposit funds.
If you no longer have access to your PlatinCasino account, please contact their support to obtain a receipt or confirmation for the relevant withdrawals.
Hello Jana,
We have forwarded an email to you regarding the case. Please check it out at your earliest convenience.
Best regards,
SpinGranny Casino
@Jana as you yourself wrote on November 23rd, I submitted the documents.
I don't know what else to do here?!
Dear Brun67,
I understand that you may feel frustrated about the delay in your withdrawal. However, the casino does not have the ability to verify documents in person, and therefore must rely on documentation to ensure that the funds are released to the rightful owner. For this reason, I strongly recommend that you comply with the casino’s request for additional verification documents.
Please contact Platin Casino’s customer support to obtain a receipt or confirmation for the relevant withdrawals. Please note that the deposits to SpinGranny Casino were made in September, while the wallet screenshot you provided only shows a transaction from November, which is not relevant for the casino’s verification process.
If you have any questions, do not hesitate to contact me. Once you have uploaded all the requested documents, please let me know.
Platincasino is blocking me, I can't get any further.
Can I submit a bank statement as an alternative?
Or what alternative can I provide?
Dear Brun67,
please submit a bank statement showing the transactions related to deposits made to the SpinGranny Casino and send it to [email protected]
Hi Jana,
I never deposited anything there from my account, so how am I supposed to provide proof?
I have always deposited using crypto and have provided proof of this.
Dear Brun67,
you previously stated in this thread that a bank statement could be used as an alternative. Based on this information, I asked you to provide a bank statement.
Hello everyone,
I sent the bank statement via email.
Dear Brun67,
the bank statement you have provided shows transactions from May 2025, which are not relevant for verification. Could you please upload a bank statement issued within the last three months?
Hi Jana,
Isn't that the list from September of this year?
Furthermore, my account at Spingranny is now blocked; unfortunately, I can no longer upload any documents there.
How am I supposed to verify my account then?
Dear Spingranny Casino representative,
is there any way for the player to verify his account? Since the account is currently blocked, he is unable to upload any documents at the moment.
Dear Brun67,
Thank you for providing further documentation. After reviewing them, we’re unable to approve them for verification at this stage.
The bank statement you provided is a scanned copy, which is not allowed for verification purposes. We can only accept original digital documents that show the full details clearly. Additionally, the provided document doesn't show any transactions towards your crypto wallet to prove replenishments.
To complete the verification, please provide a document that clearly shows how your crypto wallet was funded - in other words, how you received a positive balance in your crypto wallet before making deposits to the casino.
As you cannot upload the documents to your account, you can send them via this email - [email protected], and we will review them as soon as possible.
Once we receive a valid document showing this funding transaction, we’ll be happy to proceed with the verification.
Kind regards,
SpinGranny Casino
Dear Brun67,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jana
Casino.Guru
