Spinoli Casino - Player's withdrawal is delayed due to excessive verification.

I am submitting a complaint regarding Spinoli Casino, operated by Next Global Era Limited, concerning my €2,000 withdrawal requested on 23 September 2026.

I have fully cooperated with every verification request.

I completed the online identity verification, provided my ID and proof of address, and received confirmation:

"Thank you for your participation in the account security procedure. Your documents have been received and reviewed."

Spinoli then requested my banking/payment information, which I also provided.

On 24 September, another requirement followed: a photograph of me holding my National Identity Card. I complied with this request as well.

Now, on 27 September, after all these verification steps, Spinoli suddenly requires me to visit a notary and obtain a notarized copy of the same National Identity Card that has already been used several times to verify my identity.

Enough is enough.

Online verification → ID + proof of address → documents reviewed → banking information → photo holding ID → now notarized ID.

I am NOT refusing KYC. I have cooperated throughout the entire process and I remain willing to complete another reasonable identity check, including live video verification or another recognized online identity verification procedure.

However, I do not want to obtain a notarized copy of my ID and incur additional costs after already completing all these verification procedures.

I have also reviewed Spinoli’s KYC Policy and contacted their live-chat support. The described KYC process includes ID, selfie with ID and bank statement/utility bill. A notarized ID is not specifically listed. I have screenshots documenting this.

I therefore respectfully ask Casino Guru to intervene and request that Spinoli / Next Global Era Limited allow me to complete verification through a reasonable alternative method instead of requiring a notarized ID copy.

If Spinoli believes that my identity is still not sufficiently verified, I would also like them to explain exactly what failed or remains unverified after the online identity verification and all the documents I have already provided.

My concern is not KYC. My concern is an apparently endless escalation of requirements despite my full cooperation.

I would appreciate Casino Guru’s assistance in finding an alternative verification solution so that I do not have to obtain a notarized ID copy and my €2,000 withdrawal can finally be processed.

I can provide all emails, screenshots, verification requests and Spinoli’s KYC Policy as evidence

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinoli Casino. Please note we are unable to ask the casino to skip reasonable requests for the documents required for verification.

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

• Is your player's account accessible to you?
• Have you provided a notarized photograph of your ID to the casino?
• Have you provided a photograph of your ID in sufficient quality?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear margot,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas