Vincispin Casino - Player's verification is delayed and unclear.

Details of the Case

I am submitting this complaint because my KYC verification has not been completed despite my full cooperation for almost five weeks.

I have repeatedly provided every document requested by VinciSpin, including the official card ownership confirmation issued directly by my bank. I submitted this document several times as a PDF file, exactly as requested.

Instead of completing the verification, VinciSpin continued to send contradictory responses. First they requested the card ownership confirmation. After I submitted it, they requested it again. Later they stated that the same document had already been rejected. They then requested an "original PDF document". After I submitted the PDF again, they once more informed me that it was the same document and asked me to provide another original document.

At no point has VinciSpin clearly explained:

which specific document they require,

why the official document issued by my bank is not acceptable,

or what exact document would satisfy their verification requirements.

It is impossible to provide a document that has never been clearly identified.

This complaint is not only about my withdrawal. It is about the repeated and contradictory verification requests without any clear explanation of what is actually required.

I respectfully request an independent review of my case and ask that VinciSpin either clearly specifies the exact document they require or completes my verification and makes a final decision regarding my withdrawal.

I can provide the complete email correspondence and all supporting documents.

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.

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.

• Do you have the physical bank card with you that you used to deposit funds into this casino? Based on the screenshots you uploaded with your complaint, it seems that the casino is not requesting proof of card ownership, but rather photos showing both sides of your payment card.
• Could you please specify whether you used a physical or a virtual card to deposit funds into this casino?
• Have you used any other payment methods for deposits or withdrawals?
• Have your other documents been reviewed and approved by the casino's relevant department?

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 WandaXY,

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.

Dear Veronika,

Thank you for your response and for extending the time to reply.

I would like to clarify an important misunderstanding.

I have only one physical bank card, and this is the card I have always used to make deposits at Vincispin. I have never used a virtual card, PayPal, or any other payment method for deposits or withdrawals.

I still have this physical card in my possession.

The problem is that Vincispin did not only request photographs of the card. They subsequently explicitly requested official proof from my bank confirming that the card ending in 9424 belongs to me.

I obtained exactly such an official document from my bank and submitted it to Vincispin repeatedly. Nevertheless, it has been rejected several times for different reasons.

In one of their messages, Vincispin explicitly stated that I should provide an official document issued directly by my bank, or obtained through my banking application, confirming that the card ending in 9424 belongs to me. This is precisely the document I provided.

Therefore, the central issue of my complaint is not that I am unwilling or unable to provide the requested verification documents. I have been cooperating with the verification process for weeks and have repeatedly provided what was requested.

To answer your questions directly:

• Yes, I have the physical bank card in my possession.

• I used this physical card for my deposits.

• I have not used any other payment method.

• I have submitted the other requested verification documents as well.

I would be very grateful if you could review the case with this clarification in mind. If necessary, I can also provide the bank-issued PDF again.

Thank you very much for your assistance.

Best regards,

WandaXY

Did you receive my message from yesterday? 

Why can’t I see it?

I will send it again here:

Dear Veronika,

Thank you for your response and for extending the time to reply.

I would like to clarify an important misunderstanding.

I have only one physical bank card, and this is the card I have always used to make deposits at Vincispin. I have never used a virtual card, PayPal, or any other payment method for deposits or withdrawals.

I still have this physical card in my possession.

The problem is that Vincispin did not only request photographs of the card. They subsequently explicitly requested official proof from my bank confirming that the card ending in 9424 belongs to me.

I obtained exactly such an official document from my bank and submitted it to Vincispin repeatedly. Nevertheless, it has been rejected several times for different reasons.

In one of their messages, Vincispin explicitly stated that I should provide an official document issued directly by my bank, or obtained through my banking application, confirming that the card ending in 9424 belongs to me. This is precisely the document I provided.

Therefore, the central issue of my complaint is not that I am unwilling or unable to provide the requested verification documents. I have been cooperating with the verification process for weeks and have repeatedly provided what was requested.

To answer your questions directly:

• Yes, I have the physical bank card in my possession.

• I used this physical card for my deposits.

• I have not used any other payment method.

• I have submitted the other requested verification documents as well.

I would be very grateful if you could review the case with this clarification in mind. If necessary, I can also provide the bank-issued PDF again.

Thank you very much for your assistance.

Best regards,

WandaXY

Thank you for your reply.

Please forward me all communication between you and the casino’s customer support regarding the verification of your account at veronika.f@casino.guru.

Kindly include the complete email threads, as well as all photographs and documents you submitted to the casino to verify the ownership of the bank card.

Thank you for your cooperation.

I sent many conversations into your E-Mail Account

I hope this Case will be resolved fast

Tanks you for your help

Dear WandaXY

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, Martina (martina.b@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,

Veronika

Dear WandaXY,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vincispin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear WandaXY,

We would like to inform you that KYC verification is an essential part of our platform, and all applicable requirements are outlined in our Terms and Conditions, which are available before registration.

In your case, we require confirmation that the card used to make the deposits belongs to you. The use of third-party payment methods is strictly prohibited, as stated in our Terms and Conditions.

As the physical card provided does not display the cardholder’s name, we require additional documentation confirming ownership. Unfortunately, the PDF document you submitted cannot be accepted because it is not an original bank document; it appears to be a printed version of an email, and its authenticity cannot be verified.

To verify the payment method, please provide either:

• An original official document issued by your bank; or

• A screenshot from your banking application showing the cardholder’s name and the last four digits of the card.

Thank you for your understanding. If you have any further questions, please let us know.

Kind regards,

Vincispin Casino

Thank you, Vincispin Casino, for the update!

Dear WandaXY,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Dear Martina,

This is exactly the point where I need Casino Guru’s help.

I have submitted the bank confirmation to Vincispin many times. It was provided to me by Raiffeisen Bank and explicitly confirms that I am the holder of the card ending in 9424, that the card was issued in my name, and that it is active and valid.

Vincispin nevertheless continues to reject this proof.

A screenshot from my Raiffeisen banking app is technically impossible because the app blocks screenshots. I have tried providing photographs instead, but these were not accepted either.

There is also one question I would really like Casino Guru to address: Vincispin accepted deposits made with this very card without any problem. Why is the ownership of the card only treated as an unresolved issue now that money has to be paid out – even after my bank has confirmed in writing that the card belongs to me?

I am not refusing verification. I have repeatedly tried to comply and have provided the confirmation issued to me by my bank.

Simply asking me to submit the same required evidence again does not resolve my complaint. I am asking Casino Guru to help resolve this deadlock.

Thanks You for realy helping me

Dear Vincispin Casino representative,

Have you reviewed the email from the bank supplied by the player? Based on the available materials, it appears legitimate and confirms that the payment card belongs to the player.

If this evidence is still insufficient, please provide the player with exact instructions specifying what alternative document is required, which information it must display, how it must be obtained from the bank, and how it should be submitted. This will allow the player to comply without repeating documents that have already been rejected.

Thank you.

Hello,

Unfortunately, the email provided cannot be accepted as valid proof because the sender’s identity could not be conclusively verified as the player’s bank. Additionally, the document was rejected because it was a copy of an email rather than an official bank document.

To verify ownership of the card used for the deposit, we require official bank documentation confirming that the player is the cardholder. This is a standard verification requirement.

The necessary information can often be found in the bank’s official mobile application, where the account holder’s name is displayed alongside the card details. If this option is unavailable, the player may request an Account Ownership Certificate from their bank showing their name and the last four digits of the card.

Alternatively, a bank statement may be accepted if it clearly displays the account holder’s name and the last four digits of the card used for the deposit.

As we have not yet received official documentation confirming ownership of the card, the verification process remains ongoing. We understand that obtaining the correct document may take some time, and we are happy to assist if any further guidance is needed.

Best regards,

Vincispin Casino

Dear WandaXY,

Please follow the casino’s instructions and provide the requested documentation to complete the verification process.

Once you have done so, please let me know so I can follow up on your case.

Best regards,

Dear Martina,

This is exactly the problem I am asking Casino Guru to address.

I went personally to my bank. The bank issued the documents to me in paper form and also provided them electronically as a PDF. The documents contain the information Vincispin requested.

Vincispin now calls the submitted version a "copy" and says its authenticity cannot be verified.

There is another important point:

Vincispin accepted deposits made with this card without requiring me to prove ownership of the card. The question of card ownership only became an obstacle when I requested the withdrawal of my winnings.

The same card and bank account from which Vincispin accepted my deposits are now apparently insufficient for paying out my winnings.

How am I supposed to submit an "original" physical bank document to an online casino?

If the PDF supplied by my bank is not acceptable, Vincispin needs to explain exactly WHY !! They even wrote to me saying it was a forgery, and that’s outrageous.

Simply telling me again to obtain "official bank documentation" does not solve the problem. I already obtained it.

I therefore ask Casino Guru to address these specific points rather than referring me back to the same requirement again.

I am tired waiting for nothing...

Plecase help me to resolve and finish this nightmare 🙏🙏🙏

Dear WandaXY,

I completely understand your impatience.

From what I understand, the issue the casino has with the PDF is that it is not an official document issued by your bank. It appears to be a PDF created from the bank’s email using Outlook.

What the casino requires is an official PDF document issued directly by your bank confirming the same information already provided in the email — specifically, that the credit card in question belongs to you. The document should include the bank’s stamp and the signature of an authorized bank representative.

I would therefore recommend contacting your bank and asking them to issue an official confirmation containing this information.

Once you have provided this document to the casino, please let me know.

Thank you very much in advance for your cooperation.

Dear Martina,

This is exactly the problem.

I have already been to Raiffeisen Bank in person. The bank issued the documents I submitted to Vincispin. I received them in printed form and electronically.

During all these weeks of verification, I was never told that a bank stamp and handwritten signature were required. This requirement is being mentioned now for the first time.

I have also already asked my bank about this. They told me that they do not stamp and sign this type of document, nor will they reproduce the same confirmation on a different document simply because Vincispin requests a different format.

The documents issued by my bank contain the information Vincispin has repeatedly requested.

Therefore, I cannot simply "obtain another document" in whatever format Vincispin now decides to require. The bank determines how it issues its official documents, not me.

This is precisely why I opened this complaint. I have complied with the requests, I went personally to my bank, and the bank provided the available official documentation. Vincispin continues to reject it and changes or adds requirements.

I am asking Casino Guru to address this issue with Vincispin rather than sending me back to my bank once again.

Dear WandaXY,

Thank you for your message.

I would just like to clarify that I was simply explaining what is usually required in situations like this, based on how similar cases are normally handled.

At the moment, I do not have all of the documents that you submitted directly to the casino, which naturally makes it more difficult for me to assess the situation fully. My comments were therefore based only on the information and documents currently available to me.

I also did not instruct you to return to your bank. I only pointed out what is commonly requested in these cases.

Please send me the document in question by email so that I can review it properly and have a clearer understanding of what has already been provided to the casino.

Thank you for your cooperation.

Dear Martina,

Before I resend everything, could you please clarify one thing?

Two weeks ago, Veronika specifically asked me to send her all communication with Vincispin, including the complete email threads, photographs and all documents I had submitted to the casino.

I sent all of this to Veronika by email as requested.

Did you receive these emails and attachments from Veronika, or do you not have access to them?

If you do not have them, I will of course send you the relevant bank documents again directly.

Thank you

Dear WandaXY,

I have reviewed the documents you previously sent to Veronika, and based on the information available to me, I shared my recommendation in my previous email regarding what is usually required in cases like this.

I completely understand that this situation may be frustrating, especially considering the time and effort you have already put into providing the requested documents. At the same time, if no additional documentation has been submitted directly to the casino, I can also understand why they may still consider the current documents insufficient for their verification requirements.

For this reason, I would kindly recommend following the instructions provided by the casino in their message above, as far as this is possible for you. This should hopefully help move the verification process forward.

Thank you for your patience and cooperation.

Dear Martina,

Thank you for confirming that you have reviewed the documents I previously sent to Veronika.

Then I would like to clarify the central point of my complaint: the document issued to me by my bank already confirms my identity, my bank account and the card/payment details requested by the casino.

My bank has already told me that they will not issue the same confirmation again in a different format simply because the casino refuses the document they issued.

I am therefore not refusing to provide additional documentation. I am unable to obtain the alternative document the casino is demanding.

Could you please assess whether the documentation already issued by my bank provides sufficient evidence that the card used belongs to me, rather than simply referring me back to the casino’s request?

Thank you.

Dear Vincispin Casino,

Could you please advise the player what she should provide so that the verification is completed as soon as possible?

Thank you in advance

Dear WandaXY,

Thank you for your message.

To complete the verification of your account, we require official proof of ownership for the payment card ending in 9424.

The document must be issued directly by your bank and must clearly confirm that the card belongs, or previously belonged, to you. To be accepted, it should include:

• Your full name

• The issuing bank’s or card issuer’s name/logo

• Confirmation that you are the owner of the card ending in 9424

• A date of issue and, where available, an official signature, stamp, verification link, or other bank-issued authentication element

Please note that we cannot accept:

• Screenshots or printouts of emails from your bank

• A PDF created by printing or scanning an email

• Edited, altered, or incomplete documents

• Card photos that do not display your name

• Documents that do not clearly confirm that the card ending in 9424 belongs to you

The most recent documents you submitted consisted of an email from your bank and a screenshot of the same email. Unfortunately, these cannot be accepted as official bank-issued proof of card ownership.

Please contact your bank and specifically request an original, bank-issued PDF confirmation of card ownership for the card ending in 9424. Once you receive it, please download the original PDF directly from your bank and submit it to us without making any edits, screenshots, scans, or conversions.

We previously explained this requirement on 11 August, but we have not received a further response or an acceptable document since then.

We will be happy to proceed with your verification as soon as we receive the required official proof of ownership. Until then, unfortunately, we are unable to complete the verification process.

Kind regards,

Vincispin Casino

Thank you, Vincispin Casino Team, for the detailed explanation!

Dear WandaXY,

I understand that this is probably not what you were hoping to hear. However, this type of document is a common verification requirement among online casinos.

Once you have obtained the requested document and submitted it to the casino, please let me know so that we can continue following the verification process.

Thank you very much for your cooperation.

Dear Martina,

May I forward the email from Raiffeisenbank to you?

You’ll find the PDF that Vincispin is asking for attached to the email, and you can open it straight away.

This email was also sent to Vincispin, but they just won’t accept that this is the original email containing the original PDF.

I was also explicitly told by Raiffeisenbank that they never sign such documents and, consequently, do not affix a stamp either.

Raiffeisenbank isn’t exactly a small bank, and I’m hardly their only customer who’s ended up with Vincispin. 

I’m absolutely livid. All I want is the 6,000 lei; after that, I’ll delete the Vincispin app.

Please have a look at the email – I’d need an email address for that 🙏

Many thanks

Sure WandaXY,

please send it to my email address - (martina.b@casino.guru)

I have sent Theo E-Mail now.

Thanks a lot

Thank you,

there is no pdf attached, can you please resend it? Thank you in advance

I tryed ....I hope it will be with PDF

Dear WandaXY,

I have received the document, thank you.

However, I must confirm the casino’s point — this is still only a PDF version of the email you received, rather than an official PDF document issued directly by the bank.

Please ask your bank to provide you with an official document confirming that the card belongs to you. In other words, the document should contain the same information as the email, but it should be issued on the bank’s official letterhead and include the relevant bank details required for verification.

Once you receive this official document, please submit it to the casino and let me know.

Thank you very much in advance.

Dear Martina

I have written to the bank again.

This time, I asked them to help me out of this absurd, exasperating situation, even though the very email I sent contained the original PDF document emailed to me directly by the bank (as can be seen further down in the email).

Of course, you can always get bogged down in trivialities when you’ve got nothing else to do…

The bank also explained to me in detail that this is the document they issue in such cases.

We’ll see whether I receive a document on letterhead after all these months.

If I do, I’m sure people will doubt it again, claiming it might not be genuine...!

Nowadays, everything can be manipulated using AI and all those apps, but I still find such insinuations baseless when a viral method of verification is offered.

I’m Swiss and live in the countryside in Romania with 200 stray dogs, 15 cats, a rescued horse and 5 geese....

All I can say is: I need the 6,000 lei for the animals and I’m at my wits’ end with this harassment I’m facing from Vincispin.

I have contacted my bank again.

This time, I specifically asked them to help me out of this absurd and extremely frustrating situation, even though the original email I forwarded already contained the original PDF document sent directly to me by the bank, as can be seen in the forwarded email.

The bank has previously explained to me that this is the document they issue in such cases. Nevertheless, I have now asked them once again whether they can provide the same confirmation on official letterhead in the exact format Vincispin is demanding.

We will see whether, after all these months, I finally receive such a document.

What I find particularly frustrating is the repeated suggestion that documentation originating from my bank might not be genuine. Nowadays, almost anything can theoretically be manipulated digitally. That alone cannot be a reasonable basis for dismissing evidence, particularly when there are other ways of verifying its authenticity directly with the issuing bank.

I am Swiss and live in the Romanian countryside, where I care for more than 200 rescued and stray dogs, 15 cats, a rescued horse and five geese.

The 6,000 lei being withheld is money I urgently need for the animals.

I have cooperated with this verification process for months. I have contacted my bank repeatedly and supplied the documentation available to me. I am genuinely at my wits’ end with this endless process.

I sincerely hope that Casino Guru understands that I am not refusing to cooperate. I am trying to satisfy a requirement that my bank has so far told me it cannot fulfil in the form Vincispin demands.

Dear Vincispin Casino,

The player has contacted her bank again about the original PDF you requested. The bank previously stated that it does not normally issue a separate cardholder certificate, so I would like to establish a workable route if it confirms that position.

Could you offer an alternative method to verify ownership of the deposit card, such as a live verification call or another bank-issued record you can authenticate? Please specify what you would need and how the player should submit it securely. I will review any further response the player receives from the bank.