SpinHub Casino - Player is struggling with account verification process.

Hi. I can't verify my account. Verification is very strange at this casino. They review only 1 document within 2-3 business days. So I submitted ID, proof of address, proof of payment, a selfie with ID, and source of funds. It's been 1 week today since I began verification. Today I receive a strange request:

 The relevant department requires additional documents. Specifically, we need your Proof of Address (POA) to be apostilled by the public authority of your country.

I already sent my tax return declaration; where can see I'm a resident of Latvia.

So Apostilled proof of adress - what is it? And why its requested? Should I go to the Latvian ministry to get a stamp? 

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Dear aolegf,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

From your description, the verification process does seem unusually slow and the latest request for an apostilled proof of address appears to be quite excessive.

To clarify, an apostille is an official certification issued by a government authority that confirms the authenticity of a document for international use. In practice, obtaining an apostille usually requires submitting an official document (such as a notarized certificate) to a designated state authority. This is not a standard requirement for typical casino KYC procedures and is generally considered disproportionate unless there is a very specific and justified reason.

To better understand your case and assess whether the casino’s request is reasonable, I would like to kindly ask you to clarify a few points:

• Have they clearly explained why an apostilled document is required in your case?
• Have all your previously submitted documents (ID, proof of address, payment method, selfie, source of funds) been accepted or are they still under review?
• Did they reject your original proof of address (tax return), or simply request a different format?
• Are you currently able to access your account and balance, or is anything restricted?

If you have any communication from the casino regarding this request, please upload it here or forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello!

Have they clearly explained why an apostilled document is required in your case?

No, receive this:

Dear Olegs

Thank you for submitting your document.

The relevant department requires additional documents. Specifically, we need your Proof of Address (POA) to be apostilled by the public authority of your country.

❌ Screenshots and digital apostilles are not accepted – please provide an original, officially apostilled document.

We appreciate your understanding and cooperation.

Anastasia

Have all your previously submitted documents (ID, proof of address, payment method, selfie, source of funds) been

accepted or are they still under review?

I dont know. I receive emails with new request for documents only.

Did they reject your original proof of address (tax return), or simply request a different format?

No rejected documents as I know.

Are you currently able to access your account and balance, or is anything restricted?

My account active with 4k balance. Cant make withdrawal request, verification in process.

Today found this information:

In the Republic of Latvia, the legalization of documents with apostille is carried out only in electronic form.

Casino ask:

Screenshots and digital apostilles are not accepted – please provide an original, officially apostilled document.

https://www.latvijasnotars.lv/apostille/verify

So I cant provide physically apostilled document.

Just receive email:

Dear Olegs

We would like to inform you that your account has been closed due to a violation of our terms and conditions.

Your earnings have been forfeited, and deposits will be returned in 6 months.

Thank you for your understanding.

Hello, 

After review by the relevant security department, the account has been closed due to violation of the terms and conditions: two accounts using the same IP and details (customer have also received a detailed email dated April 7, 2026) -The same update has also been sent to the LCB website

best regards

23 february I opened account. Only one. Still not receive email with details. Very strange. Waiting for details....

Dear SpinHub Casino,

Thank you for your response.

In order for us to properly assess this case, I would kindly ask you to provide supporting evidence regarding the alleged violation (two accounts using the same IP and details).

Specifically, please provide:

• clear proof of the duplicated accounts,
• matching details (IP, personal information, or other identifiers),
• and any relevant logs or records supporting your conclusion.

You may send this information directly to my email at petronela.k@casino.guru.

Thank you in advance for your cooperation.

Dear Petronela,

We would like to inform you that we have replied to the email you sent us.

If you require any further clarification, please do not hesitate to contact us.

We remain at your disposal for any assistance you may need.

best regards

Dear SpinHub Casino Team,

Thank you for your response.

I can confirm that I have sent you an email requesting additional information and clarification regarding this case. I will await your reply there.

Dear aolegf,

Thank you for your patience.

Dear Petronela,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

best regards

Dear SpinHub Casino Team,

Thank you for your confirmation. I acknowledge that your response has been received via email.

At this stage, we will continue the communication privately while reviewing the additional information provided. Should any relevant conclusions arise, we will update the public thread accordingly.

Thank you for your cooperation.

Dear aolegf,

Thank you for your patience.

Please note that we are currently reviewing additional information provided by the casino via email. Once the review is complete, we will update you here with our findings and the next steps.

Thank you for your understanding.

Dear Petronela,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

best regards

Dear SpinHub Casino Team,

Thank you for your response.

Please note that we have already reached out to you privately with a request for additional details and clarification regarding this case. This request represents our final attempt to obtain sufficient evidence and a clearer understanding of the situation beyond a strict reference to your Terms and Conditions.

We kindly ask you to review our questions carefully and provide any additional information available.

Dear aolegf,

Thank you very much for your patience.

At this stage, we have asked the casino for additional details for the final time. We will now wait for their response. If no further relevant information is provided, we will proceed accordingly and update you on the outcome.

Thank you for your understanding.

Dear Petronela,

Thank you for contacting us. We confirm that we have received your email and have sent you a response

We appreciate your understanding and cooperation.

best regards

Hi aolegf,

Thank you very much for your patience.

At this stage, while we are still awaiting the casino’s final clarification, I would like to ask you one important question that may help us better understand the situation.

• Do you know of anyone else who may have used or registered an account at this casino from the same household or network? For example, a family member (such as a relative living with you) or a friend who may have accessed the casino using the same internet connection or device?

Please think carefully and let me know, as this information can be very relevant to the case.

Thank you in advance for your reply.

Hello!

No one else plays at the casino. I only opened one account. So I don't understand how a second account linked to mine could appear. If they had given me at least some information about the linked account, I might at least have been able to figure out where the problem is.

I played at many casinos, and no probleme with verification and withdrawals.

The only thing that comes to mind is that I wanted to watch a replay of my big win, but the page wouldn't open. I contacted support, and the chat agent advised me to turn on a VPN. I told him that many casinos don't allow VPNs, and he told me that this was a VPN-friendly casino. I turned on the VPN, but it didn't help. I immediately turned it off. You can find this conversation in the chat history. This is the only thing that could have mixed the IP addresses.

Hi aolegf,

Thank you very much for your reply and for the additional clarification regarding the VPN.

Could you please also confirm whether you know anyone by the name of Julius who may have played at or registered an account with this casino?

This information may be relevant for us to better understand the alleged connection between the accounts.

Thank you in advance for your reply.

Hi! Julius - its not latvian name. I dont know Julius.

Dear aolegf,

Thank you very much for your patience and cooperation throughout the investigation of this case.

After carefully reviewing all the information and supporting evidence provided privately by the casino, we must conclude that the casino’s decision was justified.

The casino has provided sufficient evidence showing that multiple accounts were created using identical personal details. While we understand that you maintain that you only created and used one account, the evidence shared with us was detailed and substantial enough that we are unable to dispute the casino’s conclusion. Unfortunately, in situations where identical personal information is linked across multiple accounts, there is very little room for compromise from a mediation perspective.

Please understand that this does not necessarily mean that the situation had to be intentional from your side. However, if somebody else used your personal details without your knowledge, this could potentially indicate misuse of your data or another form of cyber-related abuse.

For the future, I would strongly recommend always using only your own genuine personal information when registering accounts online and also making sure that your personal documents and sensitive information are kept secure and are not accessible to third parties.

For these reasons, we will now reject the complaint as unjustified.

I understand this is probably not the outcome you were hoping for, and I’m sorry we could not assist you more favorably in this matter.

Best regards,

Petronela

Casino.Guru