SpinHub Casino - Player’s withdrawal is delayed due to excessive requirements.

Good afternoon,

Casino 'Spinhub3.casino' keeps asking me for 'Physical of Digital Apostilled POA'.

I have withdrawed €136 before but when I tried to do another withdrawel later, with new winnings they started sending me extra KYC requirements. I have forwarded all that they asked but an 'Apostilled POA' seems overreach and not realistic for KYC.

I have send them pictures of my face with ID next to it. Copy ID, tax form, utility bill. But they refuse to unluck withdrawel.

Please help.

Kind regards,

[Redacted]

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 Circuleer, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Dear Attila,

I provided already:

- ID front

- ID back

- Photo of me holding ID next to my face

- Tax return document

- Utility bill including adress.

The latest I have send them my Utility bill on February 24.

Also, they have processed another withdrawel before. Now for my second withdrawel they keep asking impossible stuff deliberately.

The things above are enough for regular KYC.

My fear is that spinhub3.casino is a scam.

Kind regards,

[redacted]

Dear Circuleer,

Thank you very much for your reply. Have you received any communication indicating the status of your latest document submission? Could you please explain what kind of document you sent to the casino for verification of your address?

Thank you in advance for your response.

Good day,

Below I attached a screenshot of their last e-mail.

To confirm my adress I have sent them a tax return document from the Tax Authority and an Internet+TV utility bill.

That is well enough for them to confirm my adress. I never had any payment service or casino ask me more than that.

Yet they keep asking for POA (Power of Attorney) Apostilled. Seems really fishy request to me.

Kind regards,

Dear Circuleer,

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Attila,

I have sent you an e-mail with requested contents.

Kind regards,

Good afternoon,

In addition to all this they 'banned' my account now.

When I try to login it says 'access denied'.

Kind regards,

Dear Circuleer,

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite SpinHub Casino representative to join this conversation.

Dear SpinHub Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Gasino Guru

We would like to inform you regarding the customer’s account.

The customer submitted their first withdrawal request, which was successfully processed and completed on February 9, 2026.

Subsequently, as part of the required KYC checks and internal compliance procedures, in order to review a subsequent request, the relevant department requested additional documentation from the customer. Among these, a Proof of Address (PoA) document with an Apostille stamp was also requested. However, the customer refused to provide it.

Although the customer stated that this specific document is not issued in physical form, as an exception, we informed them that they could also submit it electronically, even though this does not fall within our standard procedures. Nevertheless, the customer again refused to provide the requested document.

Furthermore, since February 25, the customer had been informing us via email of their intention to proceed with defamatory actions through review websites and online forums. In a later communication, they emphasized that they are in the process of initiating legal action.

Taking the above into consideration, and in accordance with the applicable terms and conditions, the relevant department proceeded with the closure of the customer’s account until the required compliance process is completed.

We remain at your disposal for any further clarification.

best regards

SpinHUB casino

Dear SpinHub Casino,

Thank you for your response.

We understand that additional verification may be required for subsequent withdrawals as part of your internal compliance procedures. However, requesting a Proof of Address document with an Apostille stamp appears to be an unusually strict requirement compared to standard KYC practices.

Could you please clarify what specific reason led to requesting an apostilled Proof of Address in this case, and whether any issues or discrepancies were identified in the previously submitted documents that made standard Proof of Address documents insufficient?

We would also like to ask whether there are any alternative verification methods available that could reasonably satisfy the verification requirements without requiring an apostilled document.

Additionally, we would like to point out that account closure during an unresolved verification process should not prevent the completion of legitimate withdrawals, provided the player successfully completes reasonable verification requirements.

We kindly ask you to review the necessity of this requirement and advise whether alternative Proof of Address documents can be accepted so that the verification process can be completed fairly.

Thank you in advance for your cooperation.

Dear Casino Guru

The requested supporting document was requested to be provided by the competent Security Department, following the examination of the client’s documents, however, the customer responded with threats of negative reviews (defamation) as well as legal action, which indicates non-compliance with our required procedures.

Although an Apostille is required (in the form of a photograph of the document), the customer stated that it is not possible to provide it. As an exception, we have already requested the possibility of submitting the Apostille in electronic form.

For our company, and in the context of ensuring the security of our processes, the proper implementation of KYC requirements, and compliance with the terms and conditions accepted by the customer, the submission of the specific document is necessary in order to complete the process.

Upon submission of the Apostille, the document will be reviewed immediately and the possibility of restoring the account to active status will be reassessed. In addition, any request made by the customer will be evaluated in accordance with the standard procedures applied to all customers.

We remain at your disposal for any further clarification.

best regards

SpinHUB casino

Dear SpinHub Casino,

Thank you for your response.

However, we note that your latest message does not sufficiently clarify the key point raised in our previous inquiry.

While we understand that enhanced verification may be required in certain cases, requesting an apostilled Proof of Address is considered an unusually strict requirement compared to standard KYC procedures across the industry. Therefore, such a request should be supported by a clear and specific justification.

Could you please clarify what specific discrepancy, risk factor, or irregularity was identified in the player's previously submitted documents that led to the requirement for an apostilled Proof of Address? We would also appreciate clarification on whether the player’s previously submitted Proof of Address documents (such as the tax return and utility bill) were considered invalid, insufficient, or suspicious, and for what exact reason.

Additionally, we kindly ask you to confirm whether alternative verification methods could be accepted, such as additional Proof of Address documents, bank statements, video verification, or notarized documents without an apostille.

We would also like to emphasize that general references to internal security procedures alone are not sufficient justification for unusually strict verification requirements. Any enhanced requirement should be proportionate and clearly linked to identified concerns.

We kindly ask you to provide detailed clarification so that we can fairly assess whether the requested requirement is reasonable in this case.

Thank you for your cooperation.

Hello Casino Guru

Please kindly send us your email address so that we can inform you specifically about the reasons why the particular document was requested.

We remain at your disposal for any further clarification.

best regards

Dear SpinHub Casino,

Thank you for your response.

Please send the requested clarification and supporting details directly to barbora.p@casino.guru, including the specific reason for requesting the apostilled Proof of Address.

We look forward to your reply.

Dear Casino guru

Thank you very much for your prompt response. We have sent you an email

We remain at your disposal for any further clarification.

best regards

Dear SpinHub Casino,

Thank you for your email. I confirm that I have reviewed the information provided and have sent you a response via email.

I look forward to your reply.

Dear Casino guru,

We would like to inform you that the customer has received a new email, which includes an alternative document related to the identification process.

We remain at your disposal for any further clarification.

best regards

Dear SpinHub Casino,

Thank you for your update.

We understand that the player has received further instructions and has submitted an additional document for your review. We kindly ask you to inform us once the verification has been completed and to provide an update regarding the outcome.

Thank you in advance for your cooperation.

Dear Casino Guru

Following our communication, a new document was exceptionally requested. We are awaiting the customer

We remain at your disposal for any further clarification.

best regards

Dear all,

I have sent a mail to the casino regarding this document not being available and not currently obtainable either.

I have requested an alternative.

Awaiting response from casino.

Best Regards,

Dear Customer

In response to your message, we would like to clarify that alternative options have already been provided as an exception, outside our standard procedures. Please follow the instructions that have been sent to you via email.

Thank you for your understanding and cooperation.

best regards

Dear SpinHub casino,

I hereby let you know I do not have a notarized document from the past 8 months.

Also a notary does not provide this without me doing business with them, which I currently will not be able to.

Alternatively I attached a letter from my Governments Tax Authority. It's a government institute.

It clearly states my name and adress.

With this document issued by a government instance like tax authority you have indisputable proof of my adress.

I hope this can be accepted so we can move forward.

Kind regards,

Dear SpinHub Casino,

Thank you for your continued cooperation.

According to the player's latest communication, as they were unable to obtain the previously requested notarized document issued within the last eight (8) months, they submitted an alternative document issued by a government authority confirming their residential address.

Could you please confirm whether this government-issued document has been received and reviewed by your relevant department, and whether it can be accepted as an alternative Proof of Address?

If the document is not considered acceptable, we kindly ask you to clearly explain the specific reason why it does not meet your verification requirements.

Additionally, we would appreciate clarification regarding why an apostilled or notarized Proof of Address is required in this particular case, and what specific concern or discrepancy led to the implementation of such enhanced verification requirements.

Furthermore, should the submitted government-issued document be rejected, we kindly ask you to specify what reasonable alternative documents the player may realistically provide in order to complete the verification process.

We look forward to your clarification so that this matter may proceed toward resolution.

Dear Barbora

Further to our previous communication, we had outlined in detail the reasons why the specific document (apostille) was requested. Subsequently, as an exception, we requested it in electronic form.

Following further communication, and again on an exceptional basis, we requested that the client provide a notarized document — something that had been discussed with you in advance before proceeding with the request.

Following communication with the client, we received a notarized document dated 4 March 2020. However, please note that a document of this age cannot be accepted.

Therefore, we kindly request that the client provide the required document, issued within the last eight (8) months.

Thank you for your understanding and cooperation.

best regards

Dear SpinHub Casino,

Thank you for your response.

We acknowledge your clarification regarding the previously submitted notarized document dated 4 March 2020 and your requirement for a more recently issued notarized document.

However, we would like to address your reference to previously outlined reasons for requesting the apostilled or notarized Proof of Address. Based on our earlier review of the information provided, the concerns raised regarding the submitted utility bill did not appear to constitute clear or conclusive evidence of document manipulation sufficient to justify such an elevated requirement.

In addition, the player has provided several further documents confirming their residential address, including official documents issued by recognized institutions, such as a mortgage statement issued by a regulated financial institution, as well as government-issued documentation clearly displaying the player's name and address.

Therefore, we kindly ask you to clarify:

• Whether the mortgage statement submitted by the player has been reviewed by your relevant department

• If the mortgage statement and other government-issued documents were rejected, the exact reason for their rejection

• What specific discrepancy or risk factor continues to justify the requirement for a newly issued notarized document within the last eight (8) months, despite the availability of multiple official address confirmation documents

We would also appreciate confirmation of whether any realistic alternative verification methods remain available that would allow the player to complete the verification process.

Thank you in advance for your clarification and cooperation.

Dear Barbora,

Further to our previous communication, we had outlined in detail the reasons for which the specific document (apostille) was initially requested (please refer to our email dated 9 April). We also note that, as an exception, we had agreed with the client to accept this document in electronic form.

Following further communication, and again on an exceptional basis, we requested that the client provide a notarized document without apostille. 

As stated in your email of 10 April, it was agreed that a notarized document without apostille would be acceptable.

However, after liaising with the client, we received a notarized document dated 4 March 2020. Given the requirements of the process, we kindly request that the client provide an updated notarized document issued within the last eight (8) months.

Please note that this constitutes the third alternative solution we have proposed to the client in order to facilitate the progression of the process, despite these being exceptions to our standard requirements.

It is also noted that the documents we accept are specific and we have already on an exceptional basis, requested different documents from those set out in our terms and conditions. (And the customer has accepted)

Furthermore, the client has been informed that additional documentation may be requested at any time.

 Despite the fact that the customer has violated the terms by not following the procedure and is threatening legal action, we have given them the opportunity to complete the process.

Thank you for your cooperation

Dear SpinHub Casino,

Thank you for your continued cooperation.

We have provided additional supporting materials via email for your review and kindly ask you to inform us once they have been assessed.

Dear Barbora,

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,

Thank you for your continued cooperation.

We have responded to your latest message via email and kindly ask you to review it at your convenience.

We look forward to your reply.

Dear Barbora,

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,

Thank you for your continued cooperation.

We have reviewed the latest information available in this case and have provided you with a further response via email for your consideration.

We kindly ask you to review it and we look forward to your reply.

Dear Barbora,

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 player,

I have sent you an email regarding the current status of the verification process and the possible next steps. Please review it at your convenience.

Dear Barbora,

Thanks for your mail. I replied to it just now.

Kind regards,

Dear SpinHub Casino,

We have responded to your latest message via email and kindly ask you to review it at your convenience.

We look forward to your reply.

Dear Barbora,

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.

Dear player,

I have sent you an email with the latest clarification received from the casino regarding the requested verification document. Please review it at your convenience.