Vincispin Casino - Player's withdrawal is delayed due to verification issues.

Unverified cryptocurrency deposit / bad faith verification process

I made a cryptocurrency deposit to my Vincispin account. Despite providing all verifiable documentation — transaction hash, timestamp, sending and receiving wallet addresses, and transfer amount — the casino has refused to verify the deposit.

Vincispin has repeatedly requested documentation that does not exist. Cryptocurrency transactions do not contain personal names; this is a fundamental characteristic of blockchain technology. The blockchain record I have provided is the complete and only proof of the transaction.

I have contacted support on multiple occasions. Rather than engaging with my specific case, they have sent generic template responses about identity document uploads, which are entirely unrelated to my issue. My identity verification has already been completed separately.

I have kept records of all correspondence. The casino has been given multiple opportunities to resolve this and has failed to do so.

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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.

• How many payment methods have you used to deposit funds into this casino so far?
• Has the casino suggested any alternative documents you could provide to verify your ownership of the cryptocurrency wallet you used for depositing?
• Could you please specify which cryptocurrency or cryptocurrency wallet the casino has asked you to verify?

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

Hi Veronika,

I hope you don't mind that i will add responses next to your questions.

How many payment methods have you used to deposit funds into this casino so far? Just my crypto wallet

Has the casino suggested any alternative documents you could provide to verify your ownership of the cryptocurrency wallet you used for depositing? No. They repeatedly ask for proof of ownership.

Could you please specify which cryptocurrency or cryptocurrency wallet the casino has asked you to verify? My Ethereum wallet on bitget.

Thank you for your reply.

Could you please forward me all communication between you and the casino’s customer support regarding the verification requests for your payment method? Please send the correspondence to veronika.f@casino.guru.

Additionally, please include the documents you provided to the casino as proof of ownership of your cryptocurrency wallet.

I appreciate your time and cooperation.

Dear Veronika,

I have emailed the latest rejection from the casino.

Thank you,

Erin

Thank you for your email. To proceed with the investigation, please forward me the images you have uploaded to your casino profile as your proof of wallet ownership as well. I appreciate your cooperation.

Hi Veronika,

I have now just emailed you the screenshots that i uploaded on my account. Deposit proof was approved but now they go back to account ownership proof.

Dear FlyingErin1

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, Stefan (stefan.m@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 FlyingErin1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vincispin Casino to join this conversation and assist in addressing the complaint.

Dear Vincispin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.