Starz Spins Casino - Player's withdrawal is delayed due to KYC verification issues.

Complaint: KYC verification delayed and withdrawal unavailable

Hello,

I am submitting this complaint regarding a delayed KYC verification at Starz Spins Casino, which is currently preventing me from withdrawing my account balance of $5,000.01.

Timeline of events:

Wednesday afternoon: (19/08/2026) I made a deposit and subsequently attempted to request a withdrawal.

Wednesday evening: The withdrawal was cancelled by the casino because KYC verification was required. I was asked to provide an ID document and a selfie.

Wednesday evening: I immediately submitted the requested documents through the casino's website. The upload interface appeared to allow only one side of the ID, so I also sent both sides of my Greek ID together with the requested selfie to the casino's support email to ensure that the complete documentation had been provided.

Thursday: I contacted support by email to ask when my verification would be completed. I received a standard response stating that the verification process could take up to 5 business days.

Live Chat: I subsequently contacted the casino's live chat several times to request an update. I was either told that the agent was not authorized to handle KYC/Account matters, or that a ticket had been created and that the matter would be expedited. Despite this, I received no subsequent update.

Email follow-ups: During the following week, I sent 3-4 additional emails requesting an update regarding my verification, but I received no response to them.

Current status: By Friday(28/08/2026), 7 full business days will have elapsed since I submitted my complete documentation. My KYC status remains pending, and the withdrawal functionality remains disabled. My balance of $5,000.01 therefore remains in my casino account and cannot currently be withdrawn.

The casino's stated timeframe for KYC verification is up to 5 business days, which has now passed without my verification being completed or any request for additional documentation being made.

I fully understand that KYC procedures can require additional time, and I am willing to provide any further documentation if required. My concern is that I have received no meaningful update despite following up through both email and live chat.

Additional information:

The deposit was made without any bonus or promotional offer.

All wagering requirements have been fully met through regular gameplay.

Current account balance: $5,000.01.

I would therefore appreciate Casino's Guru assistance in contacting Starz Spins Casino and obtaining a clear response regarding the status of my KYC verification, whether any additional documentation is required, and when I will be able to withdraw my funds.

I can provide screenshots of the KYC submission, the pending verification status, withdrawal history, emails sent to support, live-chat conversations, and the casino's stated KYC timeframe as evidence.

Thank you for your assistance.

Regards,

P. M.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play to accumulate the winnings you are trying to withdraw?
• When was the last time the casino communicated with you regarding the verification of your account?
• Did you provide the photographs in the required format and at a sufficiently high resolution, ensuring that all textual information is clearly visible and readable?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for taking on my case. Please find the details regarding my situation below:

1. Games Played:

i played a lot of games, i had a huge wagering around 18000$, i played a lot in live blackjack evolution - and many slots legacy of dead, book of dead , big bass series etc. All winnings were generated purely from my own deposited funds without using any bonus.

2. Last Communication with the Casino:

The casino remained silent for 6 business days. On the 7th business day—shortly after I notified them about opening a complaint on Casino Guru—they rejected my verification and said they prefer a passport.- they could not make the kyc with the document i sent

3. Photo Quality & Document Format:

All documents were submitted in high resolution with all text details fully legible.

Technical constraint: The site's upload form only allows uploading a single image file. Following instructions from their Live Chat support, I uploaded the front of my ID along with a selfie on the website, and emailed both sides of the ID plus the selfie to their support email.

Additional Context:

Legality of ID: My current Greek ID is 100% official, fully legal, and valid through September 2027. It has been accepted without issue across all online platforms, including many Anjouan-licensed casinos.

Unreasonable Passport Requirement: Demanding that I issue a passport—costing €100–€150 for a document I do not need or use—is completely unreasonable and unfounded.

Good Faith Action: Greece is currently transitioning to new credit-card-style IDs. As a gesture of good faith, I have already scheduled an appointment for this coming Saturday to obtain the new ID format, which I will provide as soon as I receive it, even though my existing ID is legally valid.

Please let me know if you need any additional information.

Best regards,

Panagiotis (username: peter1279)

Ps1. Additionally, regarding the current Greek ID format I hold, both the front and back sides are strictly necessary: the front contains my photo and official stamps, while the back contains all the key personal details (full name, parents' names, date of birth, etc.). Despite this, the casino's upload form only provides an option to upload a single image of the front side, making it technically impossible to submit the complete ID directly through their website alone.

PS2. i sent them also an email in Saturday morning explaining them the situation and I'm waiting a answer.

Thank you for your responses.

I understand that the KYC process might seem frustrating. However, please keep in mind that KYC verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this process is necessary to confirm that the account and funds belong to the rightful owner.

Licensed and reputable casinos generally treat this process with great care. Although the initial verification can sometimes take a few working days, it is carried out to protect you and prevent any misuse of your account. Usually, it is only the first-time verification that takes longer, while subsequent withdrawals should generally be processed more quickly once your account has been successfully verified.

• Have you informed the casino about the situation with your new IDs? If so, what was their response?
• Have you also explained to the casino that both sides of your ID are required for successful verification, despite the fact that the casino profile only allows you to upload one picture? Has the casino provided you with any alternative options for verifying your identity apart from using your passport?

If there has been any new communication regarding the verification of your account, please forward it to me at veronika.f@casino.guru.

Thank you for your cooperation.

Thank you for the update. Have you received any response from the casino regarding your account yet?