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.

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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

Hello Veronika,

thank you for your quick reply.

• I have been trying to verify my account since 22 February.
• I played various games, but listing all of them would go beyond the scope of this message. In general, I only played slot games.
• The payment method I used to deposit money into the casino was a bank transfer. I made only one single deposit of EUR 200.
• At the moment, the review of the following documents is still pending: 2024 Tax Assessment Notice - Proof of Funds signed by my employer
• These documents have now been under review for four days, and I still have not received any update.The last documents I submitted were on the 15th. I was then told that I would receive feedback within the next two days regarding the 2024 Tax Assessment Notice and the Proof of Funds signed by my employer. However, this has still not happened.
• Also, no explanation has been provided as to why such a detailed review is required. To be honest, I find this completely unreasonable, and I have never experienced anything like this with any other casino before.

Thank you.

Best regards,

Hello,

I understand that you are very busy, and I do not want to be given preferential treatment in any way.

However, I now have the impression that the casino is deliberately dragging this out and may not be paying out players properly anymore. I have also been completely ignored by the KYC team for the past two days.

Therefore, I would kindly ask you, if possible, not to take the full six days to respond, but to reply as soon as possible and invite the casino to the discussion, so that they have to explain their position.

That would be very much appreciated.

Thank you very much.

Hello,

I would like to provide an important update regarding my case.

I am currently no longer able to log in to my account. I am also unable to request a password reset, as I receive an "Access denied" message when trying to do so.

I already contacted support about this, and I was told that there are no issues with my account and that it is open.

However, this does not explain why I cannot even request a new password or access my account.

Support informed me that someone would contact me, but based on my previous experience, I am very concerned that this may either not happen at all or only happen after another two or three weeks.

I am providing this update because the situation is becoming increasingly unacceptable. I kindly ask that someone contacts me as soon as possible and that this issue is handled urgently.

I am also afraid that the Casino will respond with non essential information to delay the complaint process until they scammed enough people. This has been the pattern on other complaints i saw so far: the casino asks another question, sends another email, then takes another six or seven days to respond, and the process continues endlessly

From my perspective, this appears to be a delaying tactic. I have already provided extensive documentation and have cooperated fully throughout the entire verification process. There is no reasonable explanation for why this matter is still unresolved and why I now cannot even access my account.

Please escalate this matter urgently and ensure that the casino provides a clear response and resolves the issue without further delays.

Attached you will find a Picture of the Error when requesting a new Password.

Best regards

Hello,

to be fair, I would like to correct my previous statement. I have now managed to log in using my username and currently have access to my account again.

Nevertheless, my account is still not verified, and to be honest, I still do not believe that I will ever be able to withdraw my funds.

However, I wanted to provide this update for the record: I currently do have access to my account.

Best regards

Dear Saint90

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

So now it has finally happened: my account has been blocked.

The reasons given are completely unreasonable and, in my opinion, make it even more obvious what is happening here.

They referred to point 6, which is simply a general KYC section in their terms and does not provide any specific explanation at all.

They also referred to point 5.4, claiming that I allegedly have a duplicate account. This is completely false. I have never had a duplicate account. It is also ridiculous that they supposedly only discovered this after almost three months of verification.

Then they referred to point 5.6 because I accidentally sent the KYC department a screenshot in which my password was visible. I had already tried to change my password, but their system did not allow me to do so. I also have screenshots showing that the password change function was not working.

So, because I accidentally sent a screenshot to the KYC department and because their own system did not allow me to change my password, my entire account has now been blocked and I can no longer access it or withdraw my winnings.

I am sorry, but this is absurd. I have never heard of anything like this. These explanations make no sense at all and look like excuses to avoid paying out my balance.

At this point, I believe it is obvious that this is a deliberate stalling tactic. I cannot wait another six days for another vague response while this continues to drag on. This needs to be addressed immediately and publicly.

I request that the casino responds here publicly and explains exactly why my account has been blocked, why this alleged duplicate account was only "discovered" after months of KYC checks, and how they justify blocking my account because of a screenshot sent to their own KYC department — especially when their system did not allow me to change my password.

This situation cannot simply be ignored any longer. I want my account issue resolved and my winnings paid out.

I understand that you have many complaints to handle. However, could someone at least ask the casino to enter the conversation in my complaint? Otherwise, I may have to wait another three weeks before anyone from the casino responds.

I want to see their evidence for these false accusations they are making against me. If Casino Guru sees through this fabricated nonsense, then I believe other players should be warned as well.

So could someone please at least invite the casino to respond openly in the complaint thread?

Hello Saint90, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I apologise for the delays on our end, but I've just reviewed this case and fully appreciate your concerns regarding the verification issues. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SpinHub Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and why the account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Casino Guru,

We would like to inform you that we have sent you an email to matej.l@casino.guru.

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

best regards

All documents and alleged evidence submitted by this casino must be treated with extreme caution. I strongly believe that any screenshots or documents provided by the casino are manipulated and fabricated.

The casino is claiming that I breached Terms 6, 5.4 and 5.3, which is allegedly the reason why my account was blocked. I completely reject these accusations. They are false, fabricated and, in my opinion, part of an attempt to justify not paying out my balance.

I am therefore formally requesting to be shown the screenshots and alleged evidence that the casino has submitted against me, so that I can review and respond to them properly.

If I am not allowed to see the evidence being used against me, then I honestly do not understand how this process can be considered fair. How am I supposed to defend myself against accusations if I am not even shown what I am being accused with?

I have never experienced anything like this before. What this casino is doing is absolutely unacceptable. When I look at other complaints online, I see the exact same pattern: players are accused of the exact same things, and then the casino claims to have "evidence" without the player being able to properly review or challenge it.

In my opinion, this cannot simply be accepted without a proper independent review. If screenshots or documents are being used to decide the outcome of a complaint, the player must at least be given a fair opportunity to see them, analyse them, and respond.

I am asking AskGamblers / Casino Guru to please not simply accept the casino’s claims at face value. I strongly request that the submitted evidence be properly checked for authenticity, including creation dates, metadata, IP-related information, account registration details, timestamps, and any inconsistencies.

I have not created a duplicate account. I have not breached these terms. These accusations are completely false.

Thank you for the evidence, dear SpinHub Casino, much appreciated.

Dear Saint90, while I can't share the evidence provided by the casino for legal reasons, I can confirm that there are two accounts in your name, with the profiles filled out with the same credentials. One has been created on 1st February, the other one on 21st February. If you can remember anything regarding these dates, whether something happened or if you hadany issues... it could be useful. Otherwise, the evidence does show breaching the T&C of the casino regarding multiple accounts.

As for the mediation process and evidence, I completely understand your frustration. Evidence shared without your knowledge, communication between the caisno and mediator without your inclusion feels unfair. One reason for this is that not every complaining player is innocent, and if fraudsters knew what is being talked about between the mediator and the caisno, they could alter their own evidence or change the angle to fit the narrative.

Another reason is trust and legal issues. As a mediator, I am often provided with screenshots of internal systems and shared casino procedures, that are not intended for public. Casinos share these information with us, because they know they can trust us with security of this information. Also, public threads are being swept by bots and hackers on daily basis for any kind of information that can help them defraud either players or casinos, not to mention possibility of someone lodging a fake complaint just to get their hands on screenshots and procedures of the casino, for future exploits. In this regard, I am unable to directly share anything the casino provides me with. However, I can share my findings, like I did above, to keep you informed.

Lastly, the whole point of independent mediator is to review the complaint and mediate the outcome. I am not paid by you or the casino and my paycheck stays the same no matter how this complaint goes. That is the reason why I can review all my cases independently and fairly. Of course, you do not have to trust me, and can disagree with my recommendations or views of the issue. But if you consider mediators to be biased, at that point you need to ask yourself if mediation is even worth your time. If you are not going to trust Casino Guru or other public mediator, then there is nothing I can do to change your mind.

Dear Casino Guru / Mediator,

I apologize for the length of this message, but this matter involves a significant amount of money and is extremely important to me. I therefore want to make sure that my position is explained clearly.

Thank you for your response and for explaining your position.

However, I must clearly and respectfully state that I did not create any account on 1 February. The only account I created was the one on 21 February. I did not even know this casino before that date. I therefore strongly dispute the conclusion that I breached the casino’s terms by intentionally creating multiple accounts.

Because I did not know the casino before 21 February and did not create any account before that date, I am seriously concerned that the alleged 1 February account may have been created or added retrospectively, or that the data shown for that account may not accurately reflect a genuine registration made by me. I am not making this statement lightly, but from my perspective there is no other logical explanation for an account allegedly existing in my name before I had even used or known about the website.

I understand that you cannot share internal casino screenshots or sensitive system information publicly. I am not asking you to publish internal procedures or security data. However, in order to have any fair chance to respond, I need at least a clear and specific explanation of what exactly links the alleged account from 1 February to me personally.

At the moment, the only information given to me is that there are two accounts in my name with the same profile credentials. But this alone does not prove that I personally created, accessed, controlled, or used the alleged account from 1 February. If someone used my personal details, or if profile data was copied or added later, that would create the same appearance in the profile data, but it would not mean that I created the account.

There is also a major issue with the timeline. If this alleged duplicate account was created on 1 February and the evidence is supposedly clear, why did it take approximately three months for the casino to detect and raise this issue? In my opinion, this is a serious red flag and should be reviewed very carefully. If the alleged link between the accounts was so obvious, it should have been detected much earlier during registration, deposit, login activity, KYC, or withdrawal review.

I can also provide emails and screenshots showing that I started uploading my documents from 21 February onwards. This supports my position that my actual involvement with the casino started on 21 February, not on 1 February.

The situation also does not make logical sense from my perspective. According to the casino’s version, I would have created an account on 1 February, then not used it, not deposited any money, not played, not claimed a bonus, and not attempted any withdrawal. Then, 20 days later, I would supposedly have created another account, deposited money, played, completed KYC, and tried to withdraw. I respectfully ask you to consider whether this sequence really makes sense.

If the alleged 1 February account was used in any meaningful way, then the casino should be able to confirm this in a summarized form without exposing sensitive internal screenshots. For example, was there any deposit, gameplay, bonus usage, withdrawal request, KYC upload, or account activity on that alleged account? If there was no deposit, no gameplay, no bonus use, and no financial activity, then I do not understand how this account can reasonably be used as proof of intentional multi-accounting or abuse.

Could you please clarify, without sharing sensitive screenshots, which exact type of evidence connects the 1 February account to me?

For example:

Was the same IP address used?

Was the same device or browser fingerprint used?

Was the same phone number used?

Was the same email address used?

Were the same payment details, bank account, card, wallet, or deposit method used?

Were the same KYC documents uploaded to both accounts?

Was there any login activity from the same device or location?

Was the alleged 1 February account ever used for deposits, bonuses, gameplay, or withdrawals?

Can the casino provide an audit trail showing when the profile data for the alleged 1 February account was originally entered and whether it was ever edited afterwards?

Can the casino confirm whether the alleged 1 February account had any real activity at all?

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These points are extremely important because a profile containing my name or personal details is not the same as proof that I created or controlled the account. It is also important to verify whether the alleged account data genuinely existed on 1 February or whether any profile details were added or modified later.

Please understand that I am not refusing mediation and I am not asking for confidential casino procedures. I am asking for a fair and meaningful opportunity to respond to the actual basis of the accusation. Without knowing what kind of evidence is being relied upon, I cannot reasonably defend myself against an allegation involving an account I did not create.

I fully understand that both sides must be heard and that a mediator cannot simply decide based only on the player’s statement. However, at this point, the timeline and the logic of the situation raise serious questions. In my view, the current facts and circumstances speak much more in favour of my position than the casino’s conclusion.

I respectfully ask you to review this point again and to request from the casino a more specific explanation of the connection between the two accounts, at least in a summarized and non-sensitive form. In particular, I ask that the casino be requested to provide confirmation of the audit trail, creation logs, later modifications, and actual activity connected to the alleged 1 February account.

Best regards

Thank you for the explanation, Saint90, I am glad we are on the same page regarding the investigation and mediation processes. No matter the outcome, I will do my best to get to the bottom of this, and see what can be done.

I can confirm the accounts have been linked by shared IP address and all your personal details. However, so far I am not fully satisfied with the evidence and the explanation provided by the casino. I have messaged the casino representative with further questions, and observations of my own. Once I hear back, I will provide you with further update.

Dear Casino Guru,

We would like to inform you that we have sent you an email to matej.l@casino.guru.

We remain at your disposal

best regards

Hi,

I do not know what exactly SpinHub wrote to you in their private email, but would it be possible to provide me with the email address that was allegedly used for the other account?

Maybe there is a possibility to contact the email provider and ask whether they can provide information about where or how that email address was created.

Also, if the same email address was used, that should not have been possible, because the system should have flagged it immediately and prevented me from creating a new account with the same email address.

Therefore, if a different email address was used, I believe SpinHub should explain how this email address is supposed to be linked to me, and whether there is any proof that I created, verified, used, or had access to it.

Best regards

Thank you for the message, SpinHub Casino, I have received it and sent my response just now.

Dear Saint90, while I can't share much information right now, please rest assured I am looking at every angle and checking all possibilities I can think of.

While waiting for the casino to reply, I would like to ask if you could e-mail me (matej.l@casino.guru) your bank account statement (or payment history of the payment method used for casino deposits) for the time period of 28/01/2026 - 28/02/2026. Cheers.

Hi Matej,

I have sent you all the required documents by email.

Thank you again for your help and for putting so much effort into this matter. I really appreciate it.

Thanks again!

Dear Casino Guru,

We would like to inform you that we have sent you an email to matej.l@casino.guru.

We remain at your disposal

best regards

I would like to thank both sides for the messages. I have received both and responded to the casino's e-mail a few minutes ago.

Dear Saint90, once I get the response from SpinHub, I will be able to share more details about the current status of the complaint and advise next steps. I have shared my viewpoints and stance on the matter, and have asked the casino for a conclusion.

Dear Saint90,

I have been informed by the casino, that you have lodged an official request for investigation by Anjouan Gaming Authority. This renders any mediation pointless, as whatever may be agreed in this thread, can be overruled by the authority.

With this in mind, I will now temporarily close this complaint with status "Waiting for regulatory decision".

Dear Saint90, dear SpinHub Casino: once you receive the results of the investigation and verdict passed by Anjouan Authority, please e-mail me (matej.l@casino.guru) the details, so I can reopen this case and post a brief update. In case that further mediation is necessary, I will be more than happy to provide it.

Thank you both for your understanding and cooperation so far.

Best regards,

Matej

We’ve reopened this complaint at the request of Saint90. It has been now two months with no response from the Anjouan Authority so it is safe to assume this issue is not their priority.

Just in case, I would like to ask SpinHub Casino if you have been contacted by the authority, and if not, if you still maintain your position that the player has created multiple accounts using blank spaces when filling out e-mail address and phone numbers. Thank you.

Dear Matej,

We would like to inform you that we have responded to your email regarding the matter in question.

best regards

Thank you for the message, dear SpinHub Casino. I have requested evidence supporting your statement via e-mail, and am waiting for the response.

Dear Casino Guru,

We would like to inform you that we have sent you an email to matej.l@casino.guru.

best regards

Dear SpinHub Casino, I have responded just now.

Dear Saint90, I did some digging, and it seems like Anjouan is no longer dealing with the complaints, which could be the reason for not responding to you.

Link: https://anjouangaming.com/resources/authorized-adr-providers/

Please follow the link above, choose an ADR company from the list, and lodge a complaint with them. Once you or the casino receives a response that the investigation has been launched, please let me know. I can once again postpone the case until the resolution is reached. If there are any issues lodging the complaint, please let me know.

Hi Matej,

Thanks for the clarification. That explains quite a lot.

However, please correct me if I’m misunderstanding something here. I specifically waited for more than two months because you explained that once a regulatory authority is involved, Casino Guru cannot continue with the complaint in the usual way, as your conclusion cannot override or conflict with a decision made by the authority. I understood and accepted that.

But as you’ve now explained, the authority apparently does not deal with individual player complaints at all. So effectively, I currently do not have an active complaint being investigated by any authority. As far as I understand it, that means there is no regulatory proceeding that could conflict with Casino Guru continuing and concluding this complaint.

For that reason, I would strongly prefer to first finish the complaint here at Casino Guru. I would like to see what conclusion you reach, how the casino responds to the remaining issues and evidence, and whether the matter can be resolved here.

After that, I can still decide which relevant authority or other body I should approach next.

What I would really like to avoid is contacting another authority now, waiting another two or three months for a response that may never come, and then having to return to Casino Guru again and start this process all over.

I have already waited several months because I believed that the authority was actually dealing with my complaint. Now that it appears this was not the case, I think the most reasonable way forward is to continue and conclude the Casino Guru complaint first, and then I will take care of any further steps separately.

Please let me know if I have misunderstood anything about this process.

Best regards,

Saint90

Dear Saint90, I'll do my best to put things in order, so I can explain the situation and you can make the best decision:

But as you’ve now explained, the authority apparently does not deal with individual player complaints at all. So effectively, I currently do not have an active complaint being investigated by any authority. As far as I understand it, that means there is no regulatory proceeding that could conflict with Casino Guru continuing and concluding this complaint.

When you lodged a complaint with the authority, I assumed you have received an ID number or some kind of response from the office, and we were waiting for their decision. It did not occur to me, that you may have not heard back at all. When I urged you to contact them again, I thought you would get a response. Since you have not received any reply from the authority - no complaint number, no confirmation of receiving your message - and the casino was not contacted by the authority either - once again I assume nothing is being done in your case officially. Authorities do not operate in secret, and they always deal with the casino directly, so I believe no investigation is ongoing. Otherwise, the casino representative would surely inform me about it.

But as you’ve now explained, the authority apparently does not deal with individual player complaints at all. So effectively, I currently do not have an active complaint being investigated by any authority. As far as I understand it, that means there is no regulatory proceeding that could conflict with Casino Guru continuing and concluding this complaint.

I also believe this is safe to say and because of your request of reopening of this complaint, I actually checked the Anjouan website and found out the change in their procedures. As you could read for yourself (the link I posted above), nowadays instead of directly dealing with complaints, Anjouan regulator appointed about 4 ADR (Alternative Dispute Resolution) companies to deal with the complaints in their stead. From my understanding if you choose one of these companies and lodge a complaint with them, Anjouan would agree with their decision. This is why I recommended you to contact them, since I thought you would like to get this investigated by someone who does not rely on mediation, like Casino Guru.

For that reason, I would strongly prefer to first finish the complaint here at Casino Guru. I would like to see what conclusion you reach, how the casino responds to the remaining issues and evidence, and whether the matter can be resolved here.

This is all up to you. If you do not wish to proceed with the ADR companies appointed by Anjouan authority, I can ask the casino representative for evidence of your alleged wrongdoings, and mediate a fair outcome in line with our player protection rules and Fair Gambling Codex. If the matter ends as unresolved, I would still recommend going back to the ADR services, where you can use this complaint as proof of trying to mediate the issue first. Please let me know what you would like to do and I will proceed accordingly.

As I mentioned before, I would like the complaint to be continued here until it reaches a final conclusion, regardless of what that conclusion may be.

Once the complaint has been fully reviewed and concluded, I will decide on any further steps depending on the outcome. For now, however, I would prefer to see this process through to the end before considering what action to take next.

Alright, I will resume the mediation process then. Hopefully, we can reach a resolution shortly. , I will message the casino now and will post an update as soon as I hear back.

Dear Casino Guru,

We would like to inform you that we have sent you an email to matej.l@casino.guru.

best regards

Dear SpinHub Casino, I have sent a response to your message.

From the tone and content of said e-mail, my understanding is that you are adamant in your statement that the player has created multiple accounts with the same credentials, using blank space between phone number digits and within e-mail address. And therefore, you will not return the confiscated funds, claiming breach of T&C regarding multiple account usage. Is this correct and is this your final decision?