SpinLander Casino - Player's account has been closed and funds confiscated.

I did not verify my account as I forget there was a small balance of $111.

The money was just sitting in my account.

The casino stole my money and claimed "you did not submit kyc documents soon enough. We have decided to take your money and close the account"

As I am sure you can agree, this is totally rogue behavior

I notice this casino has a high trust score of 8.8/10. Why are we allowing casinos such high ratings who just randomly steal players money and claim some bs policy because I didnt verify my account within a small tiny period of 30 days.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please 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:

• Did you submit a withdrawal request for your balance of $111?
• When exactly did the casino ask you to verify your account?
• Have you submitted any identity documents to the casino for verification? If so, could you please specify which documents you submitted and the dates of each submission?
• Have any of your documents been approved by the casino?
• Have you made any successful withdrawals from this casino before?

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,

Veronika

Hi. I dont think I submitted documents. The $111 was just sitting in the account. I didnt cash it out. I figured Id play with it at some point. Then they just stole it and said no KYC provided within 30 days.

I dont think they asked me for KYC

Never cashed out. It was the first time playing there.

They Took the money and closed the account.

Update: I did an email search and a month ago they sent me a request to do the KYC.

Because this email was hidden in my junk folder I did not see it.

Furthermore, just because I didnt perform kyc in 30 days does not warrant complete theft of MY MONEY.

This is money from my bank account that I work for and this casino thinks they can just steal it?

This term is completely rogue given emails can get lost, missed, or land in spam folders. This casino should not be allowed to have an 8.8 trust score with a term like this.

Steal money and close account over a missed email? No way.

Thank you very much for your update.

Did you contact the casino after you found the email in your spam folder? Have you requested the casino to give you one more chance with the verification of your account?

Please forward me all the communication between you and the casino customer support regarding the verification process and the account closure at [email protected].

Please don’t worry — even if the original verification deadline has passed, we believe the casino should still allow you to complete the KYC and regain access to your balance, especially since the email landed in your spam folder. We will do our best to assist you in this matter.

There is no communication. They closed my account and said it was final.

Thank you very much, sdexcid, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear SpinLander Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel, 

We have emailed you with additional details regarding this case. Our Team hopes that this information will shed some light into this case. 

Kind Regards,

SpinLander Casino Representative

Dear SpinLander Casino, I have sent you a response.

Can you please share this info here as the complaint is public. Replies should not be hidden

The casino has just stated that you have not passed verification, nothing we have not already known.

Thank you

Dear player, the casino has informed me that they had contacted you via the e-mail to request documents from you, so you can pass the verification. Please, let me know if you have received e-mail from them and how your verification goes.

Ok thanks just saw it today in my email.

Will do verification this weekend

Hi there. Sorry I was working double shifts. Im an ER and ICU nurse. But I have a couple days off coming up so I can submit the documents.

Id like to remind the casino that some people save lives and do important work and trying to rip them off because they didnt give you ID in a small tiny window is ridiculous and insulting.

Remember that next time you or a loved one are in need of medical care. Remember that some of us work 16 hour days and get 5 hours of sleep to save your life.

Dear player, I am sure you can find 10 minutes of your time before casino decides to decline your verification once more because it is delayed again.

Hello.

I have been doing 16-20 hour surgeries. I have not had time. I have been sleeping 2-5 hours a night because we are short on staff.

Anyways I tried to verify myself on my break and now it says sorry verification expires after 1 week.

This is ridiculous. What kind of casino just closes your account for not verifying. All i did was play there..leave $110 for another time..and my account closed.

And now I have to run around like crazy chase this casino all over the place and nobody. knows nothing.

Live support says sorry cant help, be patient.

Im asking them to reopen my account so i can verify, they cant. Im asking for another verification link..no answer.

Come on man. Like really come on.

All right, dear SpinLander Casino, is there a way to open the player's account so they can verify when it is suitable for them? I understand that it is not a standard situation, but I do not see a better way to deal with it.

How is it not a standard situation Pavel?

I deposited in a casino. Played a bit. Got really busy and left a balance there for another day. Casino closed my account because I didnt play for 30 days.

Can this casino just act like a normal casino and leave people's balance alone? Its weird to close a players account and try to steal their money because they got busy.

Please be advised that documents were submitted today.

For some reason utility bill rejected. So I provided bank statement and utility bill. Seems to have been accepted.

Please approve account so I can cashout and end this madness.

Dear sdexcid,

The KYC Team has emailed you regarding the POD.

Kindly send the required document to [email protected]

Best Regards,

SpinLander Casino Representative

Dear sdexcid,

Thank you for submitting the required documents. We have sent you a confirmation email — your account has now been successfully verified.

Your balance has been restored and is available for withdrawal. Please submit a withdrawal request at your convenience so that we can schedule your payout.

Kind regards,

Spinlander Casino Representative

I guess I forgot I had a pending withdraw of $750. Very busy on my end. And its a small amount so guess i forgot.

Anyways I have submitted withdraw request.

I cashed out 4 days ago and still have not been paid.

That's all right, withdrawal can take time, I would suggest waiting 10 more days and see if the withdrawal is cancelled or if money arrives. 14 days is usually a long enough timeframe for the withdrawal to be paid out.

Hi there. I have been paid.

I would like to request Spinlander close my account permanantly and unsub me from all emails.

I will not play in a casino that tried to steal my money because I got busy.

Thanks for getting me paid casinoguru. Really appreciate you stopping casinos stealing from players.

Dear sdexcid,

We would like to clarify that your case was handled strictly in accordance with our Terms and Conditions.

All actions taken - were fully compliant with our procedures and regulatory obligations.

We consider any references to "stealing" or similar accusations to be unfounded, as your funds were never withheld unlawfully. The situation resulted solely from the failure to complete the mandatory KYC verification within the required timeframe.

As per your latest request, your account has now been permanently closed, and your contact details have been removed from all promotional communications.

We consider this matter fully resolved.

Kind regards,

Spinlander Casino Representative

Thank you, Spinlander Casino Representative!

Dear sdexcid,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru