Spinoloco Casino - Player's account is frozen due to delayed verification.

I won 2470 euros from the casino with the welcome bonus. The maximum withdrawal at the casino is 500€ per day. I managed to make two withdrawals, but after that they asked for more documents, even though the KYC confirmation had been ok. The documents were sent and now it has taken over a week to review them. I have been asking for a status update in the casino chat every day, but the answer is: We will probably contact you soon by email, thank you for your patience. So I can't withdraw the money anymore because the account has been frozen while those documents are being reviewed.

Dear Niklas2222,

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 can 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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi, I submitted the required documents for KYC on May 13. The documents I sent were proof of address and a photo of my passport.

On May 16, I was asked to take a selfie with my passport and a note with the date on it, and I was also asked for my bank statement in PDF format.

Documents delivered on the same day they were requested.

Now today, May 26th, I received this email:

Dear Niklas2222, I have checked the general terms, it seems the casino accuses you of creating multiple accounts:

3.17 Should We have reason to believe that You have registered and/or used more than one Account, or colluded with one or more other individuals using a number of different Accounts, We shall be entitled to deem such Accounts as constituting multiple Accounts, and suspend or close all such Accounts. We will also be entitled to retain the funds until the Player proves that he/she did not attempt to create multiple Accounts. If you register more than one Account, regardless of the reason, We may block or close any or all Accounts, block bonuses and offers, void all bets placed and winnings made, or not refund any funds wagered.

And the following information is given in the bonus terms:

1.All Bonuses are limited to a single user, IP address, device, household, home address, telephone number and payment method. In the event that we determine that a user has used or is using a Bonus or any other promotional offer for the sole purpose of gaining an advantage through improper methods aimed at risk-free wagering of this Bonus, such as delaying bonus rounds to be wagered when there are no longer wagering requirements, the Bonus Balance will be void.

• Is there any chance that someone from your household using the same IP address has also created an account at this casino?  
• Have you ever used VPN to open the casino's website? 
• Did you use only one device to log into your casino account?
• Have you ever used public Wi-Fi (e.g. in a library or in a shopping center) to log into your account?

Thank you in advance for your reply!

Hi, it's not possible that anyone else in my household with the same IP address would have created an account. I live alone.

I haven't used a VPN, and I have only used one device, my computer.

I also haven't logged into the casino except at home and on my own wifi.

Thank you very much for your reply, Niklas2222. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

All the discussions related to the topic are there.

Thank you very much, Niklas2222, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Niklas2222,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinoloco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state some exact reason why the player´s account has been blocked?

Please provide me with supporting evidence to martina.b@casino.guru or contact me via Teams https://teams.live.com/l/invite/FEAqq4Ks4Jx7OJkQQg

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Niklas2222,

can you please give us an update? Have you received your withdrawals?

Dear Niklas2222,

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,
Martina
Casino.Guru

We’ve reopened this complaint at the request of Niklas2222. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player claims not to receive any response from casino from 26th May and hasn't received and withdrawals.

I want to kindly ask casino to respond.

Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Niklas2222,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Martina, Casino.Guru

Greetings, everyone,

We’ve reopened this complaint at the request of Spinoloco Casino.

Thank you, Spinoloco Casino, for providing the additional information and evidence related to this case.

Dear Niklas2222,

After carefully reviewing the materials submitted by the casino, we must unfortunately conclude that a violation of the casino’s terms has occurred.

Because of this breach, we’re unable to proceed further with your complaint or provide assistance in this matter.

We appreciate your understanding.