The player from Portugal faced a nearly month-long delay in his withdrawal after submitting multiple documents for verification. Despite providing various valid proofs of address, including a rental contract and official statements, all submissions were rejected as the casino insisted on water or electricity bills in his name. This situation resulted in significant frustration and challenges, including loss of work hours. The complaint was rejected by the Complaints Team because the casino's requirement for a valid Portuguese identification document was upheld as mandatory for verification and withdrawal processing. The player was informed that the account functionality and withdrawal would remain restricted until a valid residence permit was provided.
Spinrollz Casino - Player's withdrawal is delayed due to document issues.
Other
Amount: €1,500
Spinrollz Casino
Safety Index:Above averageCase summary
ola, i hope everything is ok, i'm having this delay of almost 1 month in the withdrawal, after 14 days of delay, the documents were requested on the website, first they made it difficult with the identification document, my passport, but it didn't take long and they already accepted, now the problem is with the proof of address, i have already sent 6 valid proofs and on time and all denied, I sent my rental contract, my home internet bill for the previous month, I went to the tax office, I queued for 3 hours, I was late for work which cost me a discount on my salary, to get an official Portuguese proof of address with the signature of the director of the sector, This proof is valid anywhere in Europe, I sent a statement from my landlord signed by him who is a judge, confirming my address, a statement signed by my work lawyer, confirming my legal address in the country and my work, yet with all these valid and legal proofs, all are refused, and they keep asking me for water or electricity bills, none of these 2 are in my name, it's in my girlfriend's name, because if I change it to mine it will take another 1 month for a bill to arrive in my name, then it will be another 1 month, totaling 2 months of delay for a problem that is theirs, because I sent 6 types of proof that are legal and valid throughout Europe!
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that all of the documents you submitted have the address that is identical to the information you entered in your player's profile?
- Do I understand correctly that the casino didn't accept the documents, because they want only a utility bill from you?
- Have you explained to the casino support the limitation you are facing regarding the documents they require? Have you received an adequate response?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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
hello, thank you very much for the feedback, by email they always answer the same thing, on the website the address is correct except for one letter that is wrong, but I informed the chat that it seems that it is an AI answering, but in the email, they only answer me the same thing, they ask me to wait for them to analyze the document on the website, and today after 7 days of analyzing the proof of address and the identity document already approved, I've already explained once that I don't have a Portuguese document, because AIMA, the agency responsible for generating the document, is having absurd delays in delivering residence permits, and I've sent them a photo of my passport, and all the proofs of legal address, such as a work contract, a statement from a lawyer, verifying my contract as the effective head of the company! So they are really making fun of my case and don't want to pay me, and in an email reply, I was told that my Brazilian passport would be valid, because I play in several casinos and I can withdraw with all these documents and I really don't know how difficult it is for Spinrollz to accept the documents for payment! The image with the confirmed proof of identity has been approved for about 2 weeks and today they're asking for it again, so they're going to refuse once more, and then ask for proof of address again. It's really difficult.
I'm sending this message again, but now in a simpler and easier to understand way. The images and proofs from the previous message are still valid and are the same.
The problem is this:
I have already sent my documents to the Spinrollz website several times. The identity document (my Brazilian passport) was approved more than two weeks ago, but now the system has asked for the same document again and removed the option to send proof of address.
I've already explained that I don't have a Portuguese document, as I've been in Portugal for 3 years, with a rental contract, NIF, NISS, Santander bank account, a permanent contract as a store manager and a declaration of address registered with the tax office.
My situation in the country is 100% legal and proven, I just haven't received my residence permit yet because of the high demand and delays from AIMA, the agency responsible for issuing these documents.
In addition, I have also sent:
Residential internet bill in my name
Declaration from the tax office, containing my full name, NIF and address, an official document valid throughout Portuguese territory
Brazilian passport
Effective employment contract
Lawyer's statement confirming employment and address
Even with all this, Spinrollz keeps asking for the same documents and just tells me to "wait for the analysis", without solving the problem.
I already play at other casinos and they all accept these same documents without difficulty, so I believe Spinrollz is making the process difficult and preventing payment unfairly.
I ask for the help of Casino Guru to mediate the case and ensure that the casino accepts my valid documents and releases the withdrawal.
Thank you for your attention,
Daniel
This photo of the email, after receiving it, started to appear like this on the site, that the proof of identity was accepted and the address was under analysis, after I sent all the proofs requested by him for more than 2 weeks denying without any explanation, they came again to ask for proof of identity, it really is difficult to understand!As I said in the message above, they had already accepted my Brazilian passport, now they are asking for my residence permit, and due to the delay by AIMA, it could take more than a year to receive it, and I will have this money stuck on the platform for more than a year, my wife has been waiting for 9 months and it still hasn't been delivered. This was the email I received on October 21, informing me of the approval
, and this received today, and my document (Brazilian passport) was refused. Help me, this is very unfair! I play in 6 other casinos and have never had this problem.Dear Chaves
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Okay, just to add to that! Today they blocked my account, I can't access the platform. 
Dear Chaves,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinrollz Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Dear Chavez,
Thank you for your message.
After checking with our KYC department, we would like to inform you that the account was registered in Portugal, while the identification document you submitted was issued in Brazil.
To proceed with the verification, our team kindly requires a valid identification document issued in Portugal (for example, a Portuguese ID card, residence permit, or other official proof of identity). This is necessary to confirm that the account registration details match your location at the time of registration.
Please note that your account remains open while we await the required documentation. Once the correct document is received, the verification will be completed as soon as possible.
Thank you for your cooperation on the matter.
Kind regards,
Spinrollz Casino Team
But via email, you informed me that my Brazilian passport would be accepted, because AIMA has a huge delay and people have been waiting for more than 5 years, mine may take more than a year and I will not be able to use the account for more than a year and you will end up deleting my account! I sent valid Portuguese proof of address documents, and I'm taking legal action against AIMA, due to the delay, doesn't this document from the lawyer help in this situation? Because I play in more than 15 casinos in Europe and I have never had this problem with withdrawals as I am having with you!
Dear Chaves,
We kindly inform you that the relevant team is checking your request and we will have updates for you as soon as possible.
Thank you for your understanding.
Best regards,
Spinrollz casino team
I am grateful for your attention in trying to help in this situation, because as I explained above I have a lawsuit against AIMA, the body that issues the residence permit more than 3 years late, and it may take another year or even longer, as it took my sister-in-law 5 years to get hers, and I am in this situation, I am at a total loss! I hope we can resolve this in the best possible way, and I can provide all the documents, a bank statement in my name from a Portuguese bank, an employment contract, even the proof of legal address generated by the official Portuguese agency! But as proof of identity as I explained, due to the delay, at the moment I have my passport from Brazil and if I don't log in for more than 60 days, you can delete my account and I'll be at a total loss in this situation!
I hope we can resolve this situation in the best possible way.
Dear Chavez,
Thank you for your response.
We have consulted once again with our KYC Department, and we would like to clarify that it is mandatory to provide a valid identification document issued in Portugal in order to complete your account verification.
As the account was registered from Portugal, our verification procedures require that the identity document matches the country of registration. Therefore, only an official Portuguese document—such as a Portuguese ID card, residence permit, or any other valid Portuguese-issued identification—can be accepted.
As soon as the correct Portuguese ID is provided, our team will complete the verification process without delay.
Thank you for your understanding and cooperation.
Kind regards,
Spinrollz Casino Team
Since my access to the site is blocked, because it says it's under analysis, I ask that the account not be blocked for inactivity, because I can't open the account! I'll send you an official document, see if it's valid.
Dear Chaves,
could you also please upload the back of your ID for further verification, as well as your residence permit, if you have one?
This is my vehicle's document, issued by the Portuguese government! As informed above, due to the delay of AIMA, to deliver the documents, I have a lawsuit in progress due to this delay, and as this may take more than 1 year yet, I am afraid of the Casino blocking my account for inactivity, so this is a document issued by the Portuguese government, in case this document can be accepted!
Dear Chaves,
Thank you for your update and for providing the document.
We have forwarded your case and the submitted documentation to our KYC Department for further review. At this stage, we kindly ask for a little patience while the responsible team evaluates the information you provided.
Please rest assured that we will get back to you as soon as we receive an update from the KYC team.
Thank you for your cooperation and understanding.
Kind regards,
Spinrollz Casino Team
Dear Chavez,
Thank you for your patience.
After reviewing the information provided by our KYC team, we would like to clarify that we require a Portuguese ID for your verification. Since your account is registered in Portugal, submitting a valid Portuguese identification document is mandatory for us to complete the verification process.
This requirement applies to all our clients whose accounts are registered in Portugal, in full compliance with regulatory and security standards.
Once the requested document is provided, our team will proceed with the verification as quickly as possible.
If you need any assistance, please feel free to contact us.
Thank you for your understanding.
Best regards,
Spinrollz Casino Team
As I said before, this is a Portuguese document in my name! It's not an identification document, but it's my motorcycle's document in my name, and my residence permit document may take a year or more, so I'm going to be at a huge loss with all of this!
Dear Chavez,
Thank you for your response.
Please, kindly note that the relevant team is looking at your request and we will have updates for you very soon.
Thank you so much for your patience and understanding.
Best regards,
Spinrollz team
Dear Chaves,
Thank you so much for waiting.
We would like to inform you that your matter is still being checked from the relevant team in order to try to find a solution as soon as possible.
Thank you so much for your understanding.
Best regards,
Spinrollz team
Thank you very much, I really hope we can resolve this whole situation!
As I said, I can send you my bank statement from a Portuguese bank, my rental agreement, my employment contract, my contract with my lawyer due to AIMA's delay in delivering my card, because unfortunately this is a deficiency in the country, and I and more than 200,000 people are experiencing the same problem.
I really hope that we can resolve this as soon as possible!
Dear Chaves,
Thank you so much for waiting.
We would like to kindly inform you that after checking your case with the relevant team, unfortunately an exception can not be done. They need from you to provide a Portuguese identification document please in order to proceed with the verification of your account and also your withdrawals.
Thank you for your understanding.
Kind regards,
Spinrollz team
So I'm going to be stuck with the money on the platform for more than a year, even though I have proof of my address in the country, the Portuguese document for my vehicle in my name, my bank statement from Santander PT, the lease agreement, my file with my lawyer, and yet you can't help a person who recommended this platform to more than 100 people, because I'm an influencer on Instagram, and the funny thing is that people who follow me even without a Portuguese document managed to make the withdrawal! As I said, my wife already has her document, even if I send our marriage certificate and her residence permit, you can't help?
Dear Chaves,
Please, kindly allow us some time more while the relevant team tries to find a solution on the matter. We have forwarded your concerns and we will have updates for you as soon as possible.
Thank you again for your understanding.
Kind regards,
Spinrollz team
Please, I really hope you can help me, because in order for me to get this proof that I had before, when you had accepted my Portuguese passport, I had to go to an official finance office, I missed work, which was deducted from my salary, just to try to resolve this situation!
As I said above, I have a rental contract in my name, an account with Santander PT bank (I can send you the statement), my wife already has a residence permit (I can send you the marriage certificate), I have a residential internet account in my name, I have a contract with the lawyer precisely about this delay and delay by AIMA, to generate my card.
Even though I have proved in every way that I live in Portugal legally, with a document from a Portuguese body that I am valid throughout Europe.
I really hope you can help me, because I saw in my email today that you canceled my withdrawal request!
Dear Chaves,
Thank you so much for the information provided.
We inform you that the KYC team will need some more time please to check the case and to try and find a solution to the matter.
We really thank you for your patience all this period.
Best regards,
Spinrollz team
Dear Chaves,
We kindly inform you that the KYC team will need some more time please to check the case and to try and find a solution to the matter.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Thank you for your patience and understanding.
Kind Regards,
Spinrollz team
Dear Chaves,
We would like to provide a further update regarding your account verification. Our KYC team is still diligently reviewing the details of your case.
We understand that this is taking longer than expected, but please be assured that we are monitoring the progress closely to ensure a correct resolution. We will reach out to you immediately as soon as the review is finalized.
Thank you for your continued patience.
Best regards,
Spinrollz Casino Team
Okay, thanks for the feedback! I'm still waiting.
Dear Chaves,
Thank you so much for waiting.
We are contacting you following a final review of your account by our Verification (KYC) Department regarding your current residence status.
We understand that you are currently awaiting the issuance of a formal residence permit. However, we must formally inform you that to comply with our regulatory and licensing obligations, we require valid documentation to verify your legal residence in your registered country.
Please be advised that this is our final decision: until a valid document is provided, we are unable to finalize your verification or process any withdrawal requests.
To move forward, you must provide to us a valid Residence Permit.
Your account functionality, specifically the ability to withdraw funds, will remain restricted until this requirement is met. We recommend providing the documentation as soon as it becomes available to you so that we may conclude this process.
Best regards,
Spinrollz Casino Team
Okay, I just ask you not to block my account, I'm still waiting and as I said, it could take another year due to the general delay.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
