Spinline Casino - Player's account verification is delayed.

Δεν αφήνουν να ταυτοποιηθεί ο λογαριασμός με τη δικαιολογία ότι το τμήμα ταυτοποίησης έχει πολύ δουλειά και δεν έχουν εξετάσει ακόμα τα έγγραφα και αυτό γίνεται με σκοπό να μπω στον πειρασμό να παίξω τα χρήματα..τέτοια καζίνο μη αξιόπιστα δεν έπρεπε να τα βαθμολογείται τόσο καλά αλλά κάτω από τον μέσο όρο ...έχουν περάσει 10 μέρες και ακόμα σαφή απάντηση δεν έχω πάρει..μόνο κάτι δικαιολογίες..μακριά από τέτοια καζίνο συνιστώ ..είναι μη αξιόπιστα

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 your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear Champion1981,

Thank you for your inquiry. We have reviewed your situation in more detail and would like to provide you with the following update.

Your account is currently suspended at your request via the "Take a break" feature. According to clause 37.1 of the Terms of Use and KYC Policy:

"When a user decides to make a withdrawal on the www.spinline.com platform, they are required to complete the full KYC procedure after submitting a withdrawal request… When the user has the status "In progress", they can use the platform normally, deposit funds to the platform, but cannot make any withdrawals."

This means that during the account suspension, all withdrawal requests are automatically suspended. The verification process will continue after the account is unblocked, which is scheduled for October 27, 2025.

Please also note that our customer support team has contacted you regarding the documents you provided and sent a list of missing items. After re-checking with the KYC department, we can confirm that currently the only missing document required to complete your verification is the Front Side of your CC card 441029****9909**.

We remind you that according to paragraphs 36.1-36.2 of the AML/KYC Policy:

"The reason for this is to confirm that the registered person’s details are correct and the deposit methods used have not been stolen and are not being used by someone else… The origin and legitimacy of this wealth must be clearly understood. If this is not possible, the staff member may request additional document or confirmation."

Compliance with these requirements is necessary to ensure the security of your account and the possibility of withdrawing funds.

Thank you for your cooperation and understanding.

Best regards,

Spinline Casino

Το έγγραφο που μόλις είπατε σας το έχω στείλει πολλές φορές όπως ακριβώςτο ζητήσατε και μπρος και πίσω όψη και φαίνονται ξεκάθαρα όλα τα στοιχεία αλλά είναι γραμμένα σε μια μεριά γιατί έτσι είναι οι κάρτες αυτής της τράπεζας που είναι η μεγαλύτερη στην Ελλάδα..δεν μπορώ να καταλαβω γιατί δεν το έχετε δεχτεί ακόμα ενώ είναι ξεκάθαρο από όλες τις απόψεις...έκανα προσωρινή παύση μέχρι να ταυτοποιηθεί ο λογαριασμός για να μην παίξω τα χρήματα όπως έγινε την τελευταία φορά και έχασα 1300 ευρώ κερδισμένα...η ταυτοποίηση σε άλλα καζίνο διαρκεί από 1 ώρα μέχρι 2 μέρες το πολύ...εσείς έχετε κλείσει και το δικαίωμα να ανεβάσω κάτι άλλο με τη πρόταση ότι εξετάζεται από το αρμόδιο τμήμα..καζίνο υπάρχουν πολλά σαν το δικό σας που δεν παρέχουν καμμία ασφάλεια στο μυαλό του πελάτη.αυτο που δεν μπορώ να καταλάβω είναι γιατί σας αφήνουν να λειτουργείτε ακομα

Dear Champion1981,

Thank you for your message and for clarifying the situation.

After reviewing your case again with our verification team, we can confirm that so far we have received only the back side of your card. The front side is still required to complete the verification process.

You can send the missing document either through your account or directly to our verification department at [email protected]. We recommend sending it by email so that our KYC team can review it as quickly as possible. Please make sure the image is clear and all details are fully visible.

Once your verification is successfully completed, you will be able to proceed with withdrawals without any restrictions.

Thank you for your cooperation and understanding - we truly appreciate your patience while we work to ensure the full security and compliance of your account.

Kind regards,

Spinline Casino

Έστειλα πάλι την κάρτα και τις δύο πλευρές ,να δω τι άλλο θα πείτε σαν δικαιολογία

Dear Champion1981,

Thank you for sending the documents once again.

We’d like to inform you that we have successfully received everything, and your account has now been verified.

We appreciate your patience throughout this process.

Please remember that our support team is available 24/7 should you have any further questions or need assistance.

Best regards,

Spinline Casino

Dear Spinline Casino representative,

Thank you for reaching out to us and assisting the player with his verification procedure.

Dear Champion1981,

I'm glad to hear that your account has now been verified. Have you submitted any withdrawal requests yet? Please let me know if there is anything else we can assist you with, or if your complaint may be closed. Thank you for your cooperation.

Λένε ψέματα και δεν προχωράνε στην ανάληψη ζητώντας καινούρια δικαιολογητικά πάλι..μακριά από αυτό το καζίνο

Dear Champion1981,

Thank you for your message.

We would like to clarify that your account has been successfully verified and is fully active. During your recent withdrawal attempt, a different payment method was selected - one that had not been previously confirmed on your account.

To protect your funds and ensure account security, withdrawals are made only to payment methods that are already verified. For this reason, we requested the additional document to confirm the new payment method you attempted to use.

After our team contacted you, you updated the withdrawal request to your previously verified method, and your withdrawal has already been forwarded for processing by our team.

If you have any further questions, we are here for you 24/7 and happy to assist.

Best regards,

Spinline Casino

Εγώ αν δεν δω λεφτά στο λογαριασμό μου δεν πιστεύω τίποτα...κρατάει τόσες μέρες αυτή η ιστορία..με κουρασατε

Dear Champion1981,

Have you received your winnings in the meantime? Please keep in mind that if you choose a different payment method for your withdrawal requests than the ones previously used and verified, the casino will always require additional verification.

Dear Veronika,

Thank you for your assistance in resolving this matter! On October 30, the player received a payment of €500, and on November 2, they requested the closure of their account. The account was closed upon their request.

Dear Champion1981,

Please notify the Casino Guru representatives that you have received the funds.

If you have any further questions, we will be happy to assist you.

Best regards,

Spinline Casino

Dear Champion1981,

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.

It appears that this issue may have been resolved, but without confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.