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

I opened an account with Vincispin and use a non-custodial Bitget crypto wallet for transactions. I was initially asked by "Casino Support" (agent name: William) to view my profile to confirm account details such as name and address — a request that does not align with how non-custodial crypto wallets function, as they are pseudonymous and not tied to personal identification data.

After raising this inconsistency, I received a message stating my account was verified. I made a withdrawal of €1000, However, shortly afterward, the same verification request was repeated. I was then contacted by a different agent (Carmen) asking me to provide a screenshot of my wallet showing my name, email address, and other personal account details as "proof of ownership" — again, information that is not inherently linked to a non-custodial wallet address.

This pattern of repeated, inconsistent, and technically nonsensical verification requests — especially recurring after my account was already confirmed as verified — raises serious concerns about the legitimacy of this platform's practices and appears designed to delay or obstruct further withdrawals, or to collect unnecessary personal information.

I hope for your assistance in this matter.

Regards,

Antonietta

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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.

• Could you please forward me the communication with the casino in which they asked you to provide a screenshot of your Bitget wallet showing your name, email address, or other personal details? You can send it to me at veronika.f@casino.guru.
• Have you already provided the casino with any documents or screenshots for verification? If so, please let me know exactly what you submitted and when.

I have also reviewed the KYC Policy of Vincispin Casino, and this is what I found:

The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

• Did the casino provide you with any specific guidelines or instructions regarding what proof of ownership of the wallet you should provide? If so, please share these instructions with me.

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