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.

Dear A.Boragine,

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.

Hello Veronika,

Thank you for the update. I want to clarify a technical limitation regarding the requested screenshot.

My wallet is a Bitget wallet. Its interface only displays a limited number of recent transactions natively — it does not show a full/complete transaction history beyond that limit. To view the complete history, the wallet itself redirects to Etherscan, since Bitget wallet does not store or render full historical data in-app.

This means I am not able to provide a "full-screen screenshot of complete transaction history" directly from the wallet app, because that feature does not exist within Bitget wallet — it's a limitation of the app itself, not something on my end.

Dear A.Boragine

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 A.Boragine,

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.

Dear A.Boragine and Stefan,

Thank you for the clarification regarding the Bitget Wallet interface and its transaction-history limitations.

We would like to confirm that we understand Bitget Wallet is a non-custodial cryptocurrency wallet. Therefore, we are not requesting personal information - such as the wallet holder’s name, email address, or residential address - from the wallet interface, as this information may not be available or connected to a non-custodial wallet address.

To allow us to review the transaction and continue with the withdrawal verification process, the player is kindly asked to provide the following:

• A full-screen screenshot taken directly from the Bitget Wallet application or its official web interface. This should clearly show that Bitget Wallet is the cryptocurrency service being used.

• The screenshot should display the relevant wallet address. If the transaction is still visible in the Bitget Wallet interface, please ensure that the relevant transaction is also visible.

• If Bitget Wallet does not display the transaction because of its native transaction-history limitations, please provide a screenshot of the available Bitget Wallet wallet/account screen showing the wallet service and the relevant wallet address.

• A screenshot or link to the relevant Etherscan transaction page, showing the transaction hash, sending and receiving wallet addresses, amount, date, and transaction status.

We acknowledge that a complete transaction history may not be available directly within the Bitget Wallet application. For this reason, we do not require the player to provide a full in-app history where this feature is unavailable. The Etherscan page may be provided as supporting evidence for the full transaction details.

However, the screenshot from the Bitget Wallet application or official website remains necessary to confirm the cryptocurrency service used and to connect the displayed wallet address with the relevant blockchain transaction. Etherscan alone cannot confirm which wallet application or service was used to manage the address.

Please ensure that the Bitget Wallet name or logo, the relevant wallet address, and any available transaction details remain visible.

Once the requested information is received, it will be reviewed by us and the withdrawal process will be continued accordingly.

Thank you for your cooperation and understanding.

Kind regards,

Vincispin Casino

Dear A.Boragine,

Thank you for your continued cooperation.

Could you please follow the casino's instructions and provide them with the requested documentation?

Once you have submitted the requested documentation, please let us know here so that we can follow up with the casino regarding the verification and withdrawal process.

Thank you for your cooperation.

I look forward to your response.