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Issue - address verification

Spinanga casino has not updated my address on their application since 2024 . I have asked them several times to update but they dont . Secondly they want original pdf of bank statement for address verification . I downloaded from my bank app and sent them but they keep rejecting it . I can even show a video proof that the statement is dowloaded from bank websites directly. They never respond to emails .

Dear Gemnet,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when was the first time you notified the casino of your change of address?

Has your old address been verified in this casino at all?

Do you have any official documents showing that you moved from your old address to the new one?

Have any of your identity documents been verified by the casino?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi , thankyou for helping me here

I have withdrawn earnings in past from this casino around april 2024 and my account has never been verified. I notified address update on Jan 29,2025. See attached . They have verified my photo and ID . They want bank statements which they want of within last 3 months to verify my address , so those would be of new address . Please note the casino app is not updated with new address because there is no option to update it . I keep uploading dowloaded pdf bank statement from TD bank website ( which is a large known bank in US and Canada ) and they have rejected it approx 20 times without answering emails where i am explaining them that these are not scanned but directly dowloaded . I can even demonstrate it on a live video that statements are being dowloaded from website

Please note again they required me upload . I uploaded bank statements of both new and old address ( both are of within 6 months ) both are directly downloaded from banks website…. Now the application is still giving error

Dear Casino Guru

please find screenshot of my email to Spinanga and other relevant screenshots

Hello casino guru

The customer service agent just told me that my account is verified now and no further documents are needed . She said my withdrawals are in final stage .

Find attached chat screenshots

Thank you for your replies. I'm glad to hear that your account has now been verified.

Could you please send me a screenshot of your transaction history so that we can check when exactly you requested the withdrawal of your winnings?

Hi Veronika

Again they opened verification. They sent me email asking why i am using account from another country . See my reply to them attached . I have also attached my withdrawals pending since 24 Jan 2024

I have attached screenshots of each withdrawal separately

Hello , the customer agent now told me IP verification is clear …. So now still my withdrawals are pending

Thank you very much, Gemnet, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gemnet,

My name is Romi, and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello Spinanga 

Please see attached , the customer agent again told evrything is verified and IP address verification is completed too after i provided details and clarification . She is saying withdrawals will be processed soon but cant provide time frame 

I have been waiting since 24 Jan now , please kindly expedite my process

Dear all,

Thank you for reaching out!

Please be informed that the withdrawals were delayed due to the ongoing verification, as the customer mentioned above.

We would like to assure you that the pending withdrawal requests will be processed as soon as possible.

We would like to apologize for any inconvenience caused by the delay.

Best regards,

Spinanga team

Hello Everyone 

Thanks for help . I got 3 withdrawals now . But now my further withdrawal button is blocked . Please see attached . Please fix the button so i can withdraw again

Hello all.

Thank you, Spinanga Casino, for the update.

Dear Gemnet,

Could you advise us, please, if you received the whole amount indicated here in your complaint?

Thank you in advance.

Respectfully,

Romi

Hi , yes i received whole amount in complaint of 2250 CAD today ( 750 CAD each because of maximum 3 withdrawals limit )

But Now i cant withdraw more . I should be able to make 3 more withdrawals. Customer agent is telling me to use incognito mode in chrome , i am using that but my withdrawal button is blocked . See

attached that i am using incognito and withdrawal is blocked by operator

see attached ….customer service is aware of technical problem and they said they are working to fix it …,, please get it resolved so i can make my withdrawals

Hello Casino Guru and Spinanga

After talking to spinanga customer agents , i have now found out the problem. Since my account is fully verified now ( as acknowledged by Spinanga) , the verification log needs to be removed from my account due to which i cant make new withdrawals . I did 3 withdrawals in January which took one month to be paid due to verification as mentioned above by Spinanga . But the verification log is still not removed from my casino app account due to which i cannot make new withdrawals. The customer agents told me this is a technical error from Spinanga’s side . So request Spinanga to please fix it and remove the verification log . Also see attached screenshot of , "blocked withdrawal" and " verification log " that needs to removed .

I am pleased to inform that withdrawal technical issue mentioned above is fixed now. Thankyou

Dear Gemnet, I am glad it is all fixed now.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru