The player from Austria faced ongoing issues with account verification, having submitted the required documents 20 times without success, while other casinos accepted them immediately. He received no support or feedback from customer service. We were unable to proceed with further investigation or provide potential solutions due to the player's lack of response to our inquiries and reminders. Consequently, the complaint was closed at that time.
Spinpolo Casino - Player struggles with account verification issues.
Closed
Our verdict
Player stopped responding
Amount: €400
Spinpolo Casino
Safety Index 5.8 Below averageCase summary
Discussion
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1 month ago
Translation
It's simply impossible to verify my account! I've submitted everything 20 times – exactly as requested – and it was accepted immediately at 30 other casinos, but here it's always rejected. There's no support to tell you what's wrong. The live chat doesn't care, and the verification department doesn't respond despite 20 emails. What's going on here is clearly professional FRAUD. Absolutely no ifs, ands, or buts, CRIMINALS.
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinpolo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you?
- Could you please specify which documents you have submitted? Which documents were accepted and which were not?
- 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
- Could you please share with me your most recent unsuccessful submissions of the documents?
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
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3 weeks ago
Dear xharryx,
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.
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2 weeks ago
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,
Tomas
Casino.Guru
