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

Hi Veronika,

I will now send all correspondence to you via email.

I am happy to provide the Casino any information they require to complete verification checks but it has to exist.

Hi Veronika,

Yes they have had the attached documents.

Dear Casino Guru,

Please see below the reply from Vincispin. I do not understand what they want here and judging by the non existent requests so far, i am not so sure they do. Everything is on etherscan. My account was verified with my deposit proof and showing my wallet address on bidget and now its not. Its impossible to get what i won. I have proven the wallet is mine.

Hello Antonietta,

We hope you are well!

Please provide a full-screen screenshot of your wallet showing your complete transaction history. If we need any additional information after reviewing it, we will let you know.

Thank you for your cooperation on the matter.

Best regards,

Customer Experience Team

Hello A.Boragine,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your emails and for providing me with the most recent updates you received from the casino.

Have you been able to provide the casino with a full-screen screenshot taken directly from your wallet, showing your complete transaction history?

Please note that the casino requires a screenshot taken directly from your wallet, rather than from Etherscan. If you have already provided such a screenshot, please send the same screenshot to me as well so I can review it.