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I have played with them for a long time and often had problems with my withdrawals with visa. Now I do not have a valid passport when they suddenly asked for it again and they approved my driving license for so long and I have an email on it. But still they rejected my withdrawal. But when I point it out, they want me to withdraw via Eco payz instead. But since I do not have a passport and ID and only have my driving license, I can not use Eco payz. Have paid via my visa after they promise that my driver's license is ok. But they do not pay my profit.

Jag har spelat länge hos dom o haft problem ofta med mina uttag med visa. Nu saknar jag giltigt pass då dom plötsligt begärde det på nytt o dom godkände mitt körkort så länge o jag har mail på det. Men ändå avslog dom mitt uttag . Men då jag påpeka det så vill dom att jag ska ta ut via Eco payz istället. Men då ja saknar pass o id o enbart har mitt körkort så kan ja inte använda Eco payz. Har ju betalat via mitt visa efter att dom lovar att mitt körkort e ok. Men dom betalar inte min vinst .

Dear Lenilos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that 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. None of the licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi I have played with them for a long time and have been verified. Oh, I have now received confirmation that they have problems with Visa and MasterCard. First they wanted my passport. But my hair went out and they wrote in the email that it was ok with my driver's license for so long. So then I put in via my show. But first withdrawal was denied again and then they so that the driver's license did not apply. But changed now and asks me to fix a pay account. But I can not because they do not accept driving licenses. So it does not depend on my verification that my withdrawal is denied. Then they lie. Mvh Lena

Hej jag har spelat hos dom länge o är verifierad . Åh har nu fått bekräftat att dom har problem med visa o MasterCard. Först ville dom ha mitt pass. Men mitt hår gått ut o dom skrev i mail att det va ok med mitt körkort så länge. Så då satte jag in via mitt visa . Men nekades först uttag igen o dom då så att körkortet ej gällde. Men ändrat sig nu o ber mig fixa ett pay konto . Men jag kan inte det då dom ej godtar körkort. Så det beror inte på min verifiering att mitt uttag nekas. Då ljuger dom. Mvh Lena

Here is spinamba's deposit which is Visa o which I paid with o the card has been verified for a long time. But you can not take out with Visa as you see in picture two here. As a result, I had my withdrawal rejected and they demand that I verify a new card. But I do not have a valid passport and was promised that my driver's license is ok anyway for so long. But now they say they have changed and no longer use visas. Then they should not accept deposits with visas either. So that's my problem.

Här är spinambas insättning som är Visa o som jag betalat med o kortet är verifierat sen länge. Men man kan inte ta ut med Visa som ni ser på bild två här. Därav fick jag avvisat mitt uttag o dom kräver att jag ska verifiera nytt kort . Men saknar ju giltigt pass o fick löfte att mitt körkort är ok ändå så länge. Men nu säger dom att dom bytt o ej använder sig av visa längre. Då borde dom ju inte heller ta emot insättni går med visa. Det är alltså mitt problem .

Thank you very much, Lenilos, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Lenilos,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinamba Casino to the conversation to participate in the resolution of this complaint.

Hi o Thanks for the help. They say I have to use ecopayz and verify the new account. But I do not have ecopayz and try to create an account there with only a driver's license. Waiting for answer. But because they promised me at spinamba that my driver's license was Ok Then I put in money with my Visa because they have that payment method. Of course, I would not have done it otherwise. Now I have over SEK 2,000 in profit and want everything out. Regards Lena Nilsson

Hej o Tack för hjälpen. Dom säger att jag måste använda mig av ecopayz o verifiera det nya kontot. Men jag har inte ecopayz o försöker skapa ett konto där med enbart körkort . Väntar på svar. Men i o m att dom lovat mig på spinamba att mitt körkort va Ok Då satte jag ju in pengar med mitt Visa eftersom dom har den betalningsmetoden . Jag skulle naturligtvis inte ha gjort det annars . Nu har jag över 2000 kr i vinst o vill ha ut allt . Mvh Lena Nilsson

I also want to say that I have played with them for a long time and am not a new customer. So verification is ready for a long time. I want an answer on whether I will be able to get the profit with my Visa. If they find that there are passports that are missing for it. Then I can go 100 km and arrange a new one. Have asked them to confirm if my show is ok again.

Vill även säga att jag har spelat länge hos dom o är ingen ny kund. Så verifiering är klar för längesen. Jag vill ha svar på om jag kommer kunna få ut vinsten med mitt Visa . Om dom hittar på att det är pass som saknas för det . Då kan jag åka 10 mil o ordna ett nytt. Har bett dom att bekräfta om mitt visa då är ok igen.

Hello dear Player

Thank you for staying in touch with us and our payment department. We want to assure that all our team knows about your situation and each of us is trying to help in its elimination.

Earlier, you told us that you are not able to provide passport data. We understand your situation.

Dear Guru Team we asked the player to make a withdrawal request in a personal account, choose a payment method -ecoPayz and go through the verification process in this method. For technical reasons, we were unable to pay to the player's card. This payment was not successful. 

For this reason, we asked for a different card number or to choose an available payment method.

Dear All, thanks for your understanding and cooperation.

Spinamba Casino Team  

Hi all,

Thank you for your replies.

Dear Lenilos,

Why exactly can't you use your personal ID to register at ecoPayz?

Dear Lenilos,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.