Starz Spins Casino - Withdrawal of player's winnings has been delayed.

Hi,

I made victory of +3000 euros, and they asked for documents which i send, but they keep me on hold. Offcourse i lost some, and i had remaining balance of +1000 euros left, when they offered me a bonus of 70% from deposit amount.

I did deposit 200 euros, i was thinking maybe with this bonus money i can play and wait to refund my remaining 1000 euros. When i started playing, suddenly all the money i had turned into bonus money. Is this possible and legal? It sucks and theyr support replys me very slow and is rude.

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Dear kekekeke,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I did deposit +200 euros with +70% bonus while i had +1000 euros my "own money" on application,

when i did de deposit for bonus ALL My money turned to bonus money. Plus i played some games with bonuis money i guess because bank roll was showing only 170 euros and every single win i got didnt get registered anywhere. Can you please invite starpinz to explain here?

After all i did pick this casino from your good ratings. I dont feel like everything is correct here.

They say if i cancel my bonus i lose all my credit from my account, not only the 200 euros i deposit.

Even website is super slow after i complained so i guess i dont even ever have change to fullfit that bonus wagering. Thanks for scamming site.

This is ridicilous guys wont answer me anymore because i made complaint here and my application keeps crashing so i dont even have hope to get wagering amount. Please blacklist this site. I am very pissed.

They dont accept My documents or reply to emails anymore. I did play trough bonus though and.lost alot.of money (i still dont understand why my old money went to bonus money)

Now its only about 1500 euroa withdrawal. They Ban my account, i did send email all The info.

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide during the KYC (Know Your Customer) verification?
• Could you please clarify which documents were accepted and which you had problems with?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here. If you email me, please also notify me in the complaint.

Thank you very much in advance for your cooperation.

I send you an email.

Did you receive My email?

Thank you for your answer. I will paste your answers here to make it easier to see all important information about the complaint.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I wasnt player for casino long time, probably more or less two weeks.

Which documents were you asked to provide during the KYC (Know Your Customer) verification

They asked my photo verification, which i did, also photo of my credit card, and photo with me and my credit card together.

Could you please clarify which documents were accepted and which you had problems with?

i have no idea, it was always just pending. I still dont know if they were accepted. Support dosnt answer to me because i contacted casinoguru. Now i have 1500 euros deposit there but i dont know how to get it...

Based from your correspondence with the casino, you had informed them of a gambling issue and requested for a break until you can safely receive your withdrawal. Then customer support permanently closed your account under their protocol but assured you that your withdrawal is safe and that you need to email support@starspinz.com to find out how to receive it.

But since your KYC verification is still not successful, you could not process the withdrawal.

Since KYC verification is preventing you from receiving your balance, let's find out what the issue is.

• Could you please clarify whether you sent the documents through the casino's website or through email support?
• For an independent review, please email me the documents you sent to the casino.
• Also, please forward the complete email threads containing your communication about KYC verification. Please do not send screenshots, but the original, uncropped email messages instead.

I did send you an email about KYC verification, i did do a picture of myself verification at their website, and picture of bank card at website but then i think i misunderstood the third document which was picture of me and bank card together so i send it by email. So since i did upload it to casino app byself i dont know if i still have that single document of my bank card but if its necessary i can do a new upload of my bank card (which is in the picture i send you by email anyways...)

(I did send an utility bill etc something to proof my adress in that document)

Any case all those documents they have got, they asked for. And probably proof of my adress aswell in total to have bonus proof.

And i really cant remember which documents they asked for in casino, but it was always pending, might be a single picture of my passport aswell.

Obviously i cant log in to check it. But i can provide every single detail they want (if they would communicate)

Could you add StarSpins to conversation? Please?

And if i could edit this first post i would only like to get withdrawal of my money on account, ~1500 euros. Nothing else needed.

Dear kekekeke,

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, Munya, (munya.s@casino.guru). 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,

Jean

Dear kekekeke

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Starz Spins Casino to join this discussion and provide their comments regarding the matter.

Dear Starz Spins Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear Munya,

Thank you for inviting us to provide further information regarding this case.

We have carefully reviewed the player’s account history and would like to clarify the circumstances surrounding the balance, the promotions used, the verification process, and the subsequent closure of the account.

First, we would like to clarify that the player’s account was permanently closed on September 4th, 2026, following the player’s own request. Once the account was permanently closed, it was consequently removed from the Accounts Team’s pending KYC verification queue.

Regarding the player’s concern that their existing balance appeared to become associated with the second bonus, it is important to explain how promotional wagering operates on our platform.

When a promotion is active, real-balance funds are used first, followed by promotional funds, in accordance with the wagering order stated in our promotional terms. 

In this particular case, the player’s balance became associated with funds originating from two separate promotions.

• On August 31st, 2026, the player deposited €200 and activated our 20% No Wagering Bonus, receiving an additional €40 in promotional funds.
• The terms applicable to this promotion specifically state that completing the wagering requirement does not remove the applicable bonus conditions. The relevant rules, including restrictions applicable to the bonus-related balance, remain in effect until that balance has either been fully withdrawn or reduced to zero.
• On September 1st, the player requested a withdrawal of winnings generated while this promotion was still applicable. The withdrawal could not be processed because the player's KYC verification had not yet been completed.
• The player was informed that the verification process could take up to five business days and that the withdrawal could not be completed until the required verification had been successfully finalized.
• However, while the existing balance remained on the account and before the verification and withdrawal process had been completed, the player made another €200 deposit on September 2nd and activated a second promotion, our 70% Match Bonus, receiving €140 in additional promotional funds.

This resulted in funds connected to two different promotions being present on the players account.

Our Terms and Conditions specifically address this situation under Clause 17.3 – Mixing of Funds:

"Players must reduce their balance to below $/€1 before claiming new bonuses or making new deposits."

The player accepted the Terms and Conditions when registering the account. In addition, the applicable promotional terms expressly explain that completing a wagering requirement does not terminate the remaining bonus conditions and that these conditions continue to apply until the bonus-related balance has either been fully withdrawn or reduced to zero.

To make this condition additionally visible to players, a pop-up notification is displayed upon completion of wagering, reminding the player that the remaining promotional conditions continue to apply.

Therefore, the issue was not that the player's existing real-money balance was arbitrarily converted into bonus funds. Rather, the existing balance remained subject to the conditions of the first promotion, and a second deposit and promotion were subsequently activated before that balance had been withdrawn or reduced below €1. This created the mixing of funds described above.

Finally, on September 4th, before the pending KYC review had been completed, the player requested the permanent closure of the account. The account was closed accordingly, which also removed it from the active KYC verification queue.

We hope this chronology clarifies why the balance remained subject to promotional conditions, how the mixing of funds occurred, and why the KYC process was not completed before the account was permanently closed.

We are, of course, available to provide Casino Guru with any relevant documentation required for your review.

Kind regards,

Emma

Starz Spins Casino

Hi Munya,

I just want to clarify a few important points after the casino’s response.

I did not ask them to permanently close my account and stop the withdrawal process. I told support that I had a gambling issue and wanted to take a break until I could withdraw my money(Which i can do in many other casinos, i like to play it safe with wins and but myself out for some time to get money to my account). Their support also told me that my funds were safe.

I have already provided the KYC documents they asked for, and I am still willing to complete any further verification if needed. I do not want the gambling account reopened. I only want the remaining balance paid.

I understand the casino is now referring to bonus terms and "mixing of funds", but I had already completed the required wagering.

What I still do not understand is what happened to the approximately €1,500 balance that remained on my account.

Could the casino please clarify:

what the exact balance was when the account was closed;

how much of that balance they consider payable to me;

and if they claim any part is forfeited, what exact rule and calculation they are relying on?

Their response explains the bonus history, but it still does not explain why my remaining balance has not been paid.

Dear Starz Spins Casino,

Thank you for the detailed explanation. However, the disposition of the player’s remaining balance is still unclear.

Please confirm the exact balance when the account was closed and the amount currently payable to the player. Please also send me privately at munya.s@casino.guru the account ledger, bonus and wagering history, and calculation showing the real-money and promotional components and the basis for any forfeiture.

If KYC must still be completed before payment, please explain how the player can securely finish verification without reopening access to gambling.

Dear Munya,

The player’s balance at the time the account was closed was €1,499.89.

Regarding the wagering history, could you please confirm whether you require the player’s complete wagering history, or only the history relevant to the promotions and mixing of funds in question? Once confirmed, we will provide the requested documentation and breakdown via email.

If further KYC verification is required, we can also explore completing this securely via email without reopening the account for wagering, in line with our responsible gambling procedures and the concerns raised by the player.

Kind regards,

Emma

Starz Spins Casino

Starz Spins, could you please tell me If you need anything for Kyc already..

Its Been More then month already

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Starz Spins Casino,

Thank you for confirming the closing balance. Please provide only the records relevant to the €1,499.89 balance and the two promotions: the account ledger from the first promotion’s activation through account closure, showing deposits, bonus credits, wagering, withdrawal activity, real-money and promotional balance movements, and any forfeiture or payable calculation.

Please send the private records to me at munya.s@casino.guru. Please also confirm whether any KYC requirement remains outstanding and, if so, specify the exact document or action needed and the secure email submission route, without reopening gambling access.

Dear Munya,

Thank you for your patience.

We would like to confirm that we have sent the requested account records and relevant documentation to your email for review.

Regarding the player's KYC verification, we are currently reviewing the available options for completing the process securely without reopening the account for gambling.

We will provide an update as soon as the appropriate procedure has been confirmed.

Kind regards,

Emma

Starz Spins Casino

Dear Munya Emma / Starz spins

Thing is i have already done kyc and privided documents what They needed on first place to months ago and Casino still dosnt confirm it.

Dear Starz Spins Casino,

Thank you for your email and your email as well. I have reviewed the records provided and responded via email. I would appreciate your comments to my response.

Dear Munya,

We have replied to your email with our position and proposed resolution.

Please review it and let us know your assessment.

Kind regards,

Emma

Starz Spins Casino

Dear Starz Spins Casino,

Thank you for clarifying your position. Based on the current evidence, I cannot support forfeiture of the entire €1,499.89 balance.

I acknowledge that the records materially connect the final balance to the second promotion. However, the supplied screenshots do not include the complete historical wording and effective versions of the cited General and Bonus Terms, nor evidence that the relevant continuing restrictions and prohibition on claiming another bonus were displayed to and acknowledged by the player at the relevant time.

Please provide these records privately, together with a calculation identifying the exact financial advantage attributable to the alleged breach and explaining why the entire balance rather than only the affected promotional advantage should be forfeited. Please also explain why the system permitted the second bonus to be activated if the player was ineligible.

In the absence of that evidence, I ask the casino to reconsider the full confiscation and propose a proportionate payout.