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.