Spinoloco Casino - Player’s account verification is delayed.

Hello,

Have been trying to verify my account at this casino for 2 weeks. I didn't want to start a complaint but unfortunately I am being given the runaround and basically lied to.

The casino accepts players from Ireland. It uses sumsub for KYC. Which I have used many many times. However they have not configured it correctly. As attached. I am not able to select UK&Ireland for my passport so I cannot upload it.

I have raised this numerous times with the chat over 2 and a half weeks, who just say it has been passed to the team and they will get back to me. They never do. I was asked to send my docs in via email. I did this twice and two weeks go by with no response?

The casino only seems to respond to people here, so I'm hoping this causes a more senior manager to resolve this.

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.

Dear amihawken,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you confirm if you have received any communication or confirmation regarding the receipt of your documents via email?
• Have you tried any alternative methods for verification, such as different browsers or devices?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.