SpinGreen Casino - Player’s withdrawal is delayed and winnings are at risk.

I am submitting this complaint regarding SpinGreen Casino and approximately €2,000 in winnings that I am currently unable to withdraw.

I deposited a total of approximately €150 across three deposits. I want to make it absolutely clear that I did not use, claim or accept any bonus whatsoever. All gameplay was conducted exclusively with my own deposited funds.

On my third deposit, I managed to increase my balance to approximately €2,000 and decided to withdraw.

I initially requested a withdrawal to my payment card. I then contacted SpinGreen via live chat and was told that Bitcoin withdrawals would be faster. Based on their own support's advice, I cancelled the card withdrawal and submitted a new withdrawal via Bitcoin.

SpinGreen then cancelled the Bitcoin withdrawal.

Immediately afterwards, I was unable to request another withdrawal. The withdrawal page now states:

"Withdrawals are temporarily limited. Please contact support."

Support told me:

"You should have received an email. The security service will conduct an additional check."

I initially received no such email, but later received a request for extensive KYC/security verification. I am fully cooperating with their verification process and have no objection to reasonable KYC checks.

The card used was a Klarna virtual card, meaning there is no physical card to photograph. I can provide documentation/screenshots from Klarna proving the relevant card details and ownership.

Unsolicited bonus added AFTER my withdrawal

There has now been an extremely concerning development.

SpinGreen has added a €10 bonus to my account AFTER I had already won approximately €2,000, requested my withdrawal and had my withdrawals restricted.

This bonus was NOT present when I deposited.

It was NOT present when I played.

It was NOT present when I won the €2,000.

It was NOT present when I requested my withdrawal.

I never requested, claimed, activated or consented to this bonus.

I deliberately played without bonuses because I did not want any wagering requirements attached to my funds.

SpinGreen has now added this €10 bonus after the fact, and it appears to have created a wagering requirement on my account.

This is completely unacceptable. From my perspective, the bonus has been added retroactively in a way that now requires wagering despite the fact that my approximately €2,000 was already won with real money before the bonus existed.

A casino should not be able to add an unsolicited bonus after a player has won and requested a withdrawal and then use that bonus to impose wagering conditions that did not exist when the winnings were generated.

I have not played with or wagered the €10 bonus, and I will not do so.

To summarize:

I deposited approximately €150 of my own money.

I used no bonus whatsoever.

I won approximately €2,000.

I requested a withdrawal.

SpinGreen advised me to change the withdrawal to Bitcoin.

I followed their advice.

SpinGreen cancelled the withdrawal.

My withdrawal functionality was restricted.

I was asked to complete additional KYC and I am cooperating.

SpinGreen then added a €10 bonus that I never requested or accepted.

The bonus appears to have created a wagering requirement.

My approximately €2,000 remains unavailable for withdrawal.

I have screenshots documenting my balance, withdrawal attempts, withdrawal restriction, communication with support and the subsequently added €10 bonus.

I require SpinGreen to correct this immediately.

The unsolicited €10 bonus and any wagering requirement connected to it must be removed without affecting my existing real-money balance.

My approximately €2,000 was won before this bonus existed, using my own deposited funds. It must therefore not retrospectively become subject to bonus wagering requirements.

I am prepared to complete reasonable KYC verification. Once verification is completed, I expect my withdrawal functionality to be restored and my approximately €2,000 withdrawal to be processed without any wagering requirement connected to this unsolicited bonus.

I respectfully ask Casino Guru to intervene and help resolve this matter.

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.

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.

• Could you please specify which documents the casino asked you to provide as part of the KYC verification process?
• Has the casino reviewed and approved any of your documents so far?
• When was the last time the casino communicated with you regarding the verification of your account or the payment of your winnings?
• Did the casino’s customer support cancel the bonus as you requested during your live chat conversation?

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