SpinHub Casino - Player's withdrawal is delayed due to account verification issues.

I am trying to withdraw €600 from SpinHub Casino, but my account verification keeps getting rejected without valid reason.

The casino asked me to provide proof of address. I submitted:

Local tax document

Mobile phone bill

Utility bill in my parent’s name along with supporting explanation that I live with them

All documents were rejected.

The casino refuses to accept bank statements and also refuses documents from my parents. At the same time, they do not provide any clear alternative or list of acceptable documents.

When I asked support to specify exactly what document they accept, they replied that they "cannot provide such information".

This puts me in an impossible situation where I cannot complete verification no matter what I provide.

I believe the casino is intentionally delaying or blocking my withdrawal by setting unrealistic verification requirements.

I am willing to cooperate and provide any reasonable document, but the casino must clearly state what is acceptable.

I request assistance in resolving this issue and receiving my €600 withdrawalλ.

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 your complaint. I’m sorry to hear about your negative experience with Spinhub.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Does the bank statement feature your personal information on the document? Is the information identical to the the information provided in your player's profile? Is the bank statement you provided unfiltered, containing listing the deposits made to the casino?
• Is it possible for you to provide a document issued by your municipality confirming your residential address to the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

Yes, my player account is fully accessible.

Regarding the bank statement: yes, it contains my full name and personal information, and they match exactly the details in my player profile. The document is unedited and includes my transactions, including deposits to the casino. However, the casino has explicitly refused to accept bank statements as proof of address.

At the moment, I do not have a utility bill in my name, as I live with my parents. I have already submitted a utility bill under my parent’s name along with an explanation, but it was rejected.

I am willing to fully cooperate and provide any reasonable document. I will try to obtain an official residence confirmation document from my municipality as you suggested.

However, the main issue remains that the casino refuses multiple valid documents and does not clearly specify what they accept, which makes the verification process impossible to complete.

Thank you for your assistance.

Best regards,

Thanks for your cooperation.

• Was your other submission successful?
• Have you received any responses from the casino via email regarding the status of your verification?
• Would you be able to share them with me, if available?

My email is tomas@casino.guru

Looking forward to your reply.

Hello,

I have sent all the requested documents and communication with the casino to Tomas via email.

Please let me know if anything else is needed from my side.

Thank you.

Thanks for your reply Dear Giorgos199418,

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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinHub Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinHub Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello Romi,

Thank you for taking over my case.

At the moment there are no new updates from my side. I have already provided all requested documents and communication with the casino by email.

Thank you for your assistance.

Dear Casino Guru,

Further to your communication, we would like to inform you of the following:

On 29 April, the client was exceptionally requested to provide an alternative proof of address (excluding council tax and mobile phone bill, as the documents previously submitted were not accepted). However, the requested alternative document has not been send from the client.

On 30 April, we resent the required documentation in accordance with our procedures. To date, we have not received any response or further update.

In order for the process to proceed, we kindly request that, on an exceptional basis, a monthly bank statement , of the last three (3) months (not a virtual bank)  issued in the client’s name, be provided for review by the relevant department.

best regards

Hello,

Thank you for the clarification.

I will provide my Revolut bank statement for review, as this is currently my only personal bank account available.

Thank you for your understanding.

Dear Giorgos199418,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru