The player from Italy requested a withdrawal on Spinrollz on January 31st, but it remains unapproved. After being suspended, he learned he needed to provide identity verification documents, which he submitted on March 12th, and has since received no further updates about his account or withdrawal.
Spinrollz Casino - Player’s withdrawal is delayed.
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Spinrollz Casino
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20 hours ago
Translation
Hi, I requested a withdrawal on Spinrollz on January 31st, but it hasn't been approved yet.
I was also suspended after a week, so I contacted them via email to find out what the problem was.
After several emails, I discovered that documents were needed to verify my identity (I had never been asked for them before), so I provided all the requested documents on March 12th.
On March 13th, I was told that I would receive an update on my account verification and withdrawal of my funds.
To date, I haven't received any further response. I ask you to intervene and help me expedite my withdrawal.
Thanks in advance
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Public
3 hours 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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3 hours ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Do I understand correctly that you still don't have access to your casino account?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Also, do I understand correctly that the casino hasn't approved your documents yet?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
