SpinHub Casino - Player’s withdrawal is delayed and account verification is stalled.

Hello,

I currently have €10,200 in my casino account, and at this point I honestly do not believe that I will ever receive this money.

I have already submitted a very large number of documents for verification, including:

Front side of my ID card

Back side of my ID card

Screenshot of the bank transfer I made to the casino

Bank statement

TV bill showing my residential address

Internet bill showing my residential address

Official registration certificate / proof of residence issued by my city

Income tax statement for 2023

Income tax statement for 2024

Proof of funds signed by my employer

A 2024 tax assessment notice regarding the separate and uniform determination of tax bases, issued by the Bergheim tax office

Despite submitting all of these documents, my account is still not verified, and I am still unable to withdraw my money.

At this point, I have serious concerns that the casino is deliberately delaying the process in order to avoid paying out winnings. It feels like they are simply stalling for time, repeatedly asking for more documents or not responding properly, hoping that the matter will eventually disappear.

I would like to make it clear that my player account is still accessible, and all documents I submitted contain personal and official information. I am willing to answer any reasonable questions, and I can also provide the full email history if required.

However, I cannot wait another two months just for a decision to be made. The situation has now become completely unacceptable. From my point of view, this looks like clear and deliberate stalling, and I believe this casino should be investigated and publicly exposed for these practices.

I have almost accepted that I may never receive my money, but I want this case to be made public so that other players are warned. In my opinion, this casino is acting in a highly suspicious and fraudulent manner.

I respectfully ask for this complaint to be reviewed urgently.

Best regards,

Thiemo P.

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.

• How long have you been trying to complete the verification of your account?
• What types of games did you play to accumulate your winnings?
• Which payment methods have you used to deposit funds into this casino?
• Are there any documents currently pending verification in your casino account?
• When was the last time you submitted a document for verification, and which document was it?
• Has the casino explained why such detailed verification is required in your case?

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