Vincispin Casino - Player's withdrawal request has been delayed for months.

Details:

Account registration date: May 2025

Total deposits: PLN 3,500 (3 deposits in May 2025).

Winnings: approximately PLN 6,000.

Date of first withdrawal request: May 26, 2025

Since submitting my withdrawal request, the KYC verification process has been excessively delayed. I have repeatedly provided the required documents (ID, address confirmation, payment method verification, bank statements, etc.), but each time I receive requests for new or additional documents, and responses only arrive after several weeks. To date, I have not received any withdrawals, despite depositing a total of PLN 3,500 and meeting all conditions (including bonus wagering requirements).

I believe these actions constitute unjustified delays in processing my winnings, which violate fair play principles and the casino's terms and conditions.

To summarize: I deposited PLN 3,500 and haven't withdrawn a single penny.

I demand:

Immediate completion of the verification process and payment of the full amount of winnings.

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 your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

On my betting account, the following have already been successfully verified: ID document, proof of payment of funds, proof of earnings, and confirmation of the payment wallets from which I made deposits. All of this is fully verified.

However, since around May/June, they have been unable to verify my bank statements. There is still a message on the bookmaker's account saying: "Bank statement required."

I have already sent them bank statements for the months of May, June, July, August, September, October, and November multiple times. Something always didn't suit them.

The last time, I sent PDF bank statements for September, October, and November (as they specifically requested in an email) on December 8 this year. To this day, they haven't verified them

Please forward me the bank statements that have not been reviewed by the casino's relevant department at [email protected]. Kindly include all communications between you and the casino customer support regarding the verification of your account as well. Thank you for your cooperation.

I sent two emails

For a few days now, I've been receiving emails asking me to verify my Skrill bank statement. I've been sending them the statement to my Vinci account and my email, but they keep rejecting it. They keep sending the same emails, as if they were a robot writing them. I sent you an email, Weronika, with their entries and my Skrill statement, which they're requesting.

Dear godik

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, Jana ([email protected]). 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 godik,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana,

I hope that with your help we can finally resolve this issue (as a reminder: Vincisino still hasn't paid me a penny – I've made three deposits totaling 3,500 PLN).

The verification process is taking forever. Lately, they keep rejecting every document I send.

I sent you a bank statement via email confirming my Skrill transfers (March-May, as Vincisino wants). I also provided the exact dates of each deposit and attached separate confirmations for each.

Even though everything is clearly documented, Vincisino still can't verify it and keeps rejecting the documents.

Best regards,

Damian

Hello godik,

We have reviewed the document that you have provided us with. It cannot be approved as the three months were merged into one PDF file and we cannot approve modified documents. In that case we would ask you to please provide the following:

A separate, unmodified Bank Statement covering March and April. We are requesting them as separate documents and not one whole PDF file for the three months.

Also, if available, confirmation or details from Skrill regarding the IBAN shown in your transaction history.

These documents will help us investigate the case promptly. If you are unable to access your account and upload the document in the Verification tab, please send the document to our email address at [email protected] with the subject line "CasinoGuru", and it will be forwarded to the dedicated team as quickly as possible.

We appreciate your cooperation and look forward to resolving this soon.

Best regards,

Vincispin Casino

I have already sent you everything you requested to that email address.

I had previously sent it to you by email as well, informing you that I’m unable to upload more than one document on the website, so I combined everything into a single file!

The way you are behaving feels like a very poor attempt to test my patience. I keep sending you everything you ask for, even though you always reject it anyway.

The transactions from my bank to Skrill were made using BLIK, so obviously there are no bank account numbers(IBAN) visible there (despite that, I already sent you earlier – by email – the confirmation of all transactions from my bank account to skrill. It took me a lot of time, but what more can I do when nothing ever seems to be good enough for you?)

Please take a proper look – you have everything clearly in black and white.

I consider having my account under verification for over six months to be an absolute scandal!

Dear Vincispin Casino, thank you for your reply.

Dear godik,

as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. godik, please let us know whether the required paperwork was sent accordingly.

Hi Jana

Yes, I sent it, I'm waiting for a reply

Greetings

Hello godik,

Thank you for providing the requested documents.

We are pleased to inform you that they have been successfully reviewed and approved, and you may now proceed with your withdrawals. 

If you encounter any issues or have any questions during the process, please do not hesitate to contact us.

We appreciate your cooperation and trust in our services.

Best regards,

Vincispin Casino

Dear godik,

I’m pleased to hear that your account has been verified. Please keep us updated once you proceed with the withdrawal process.

Thank you Jana for your help.

I’ve received the money.

It’s a shame though that Vincispin only reacted thanks to the intervention from CasinoGuru.

Thank you again and best regards!

Dear godik,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru