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I was playing slots and I completed the wagering requirements and then withdrew.

The money was withdrawn twice, but when I tried to withdraw the money for the third time,

Proof of deposit required

I was using Trust Wallet.

There was no profile etc., but I explained

It was rejected and I couldn't withdraw the money.

I have filed a complaint.

カジノでボーナスを頂いて、

スロットをプレイしていて賭け条件を消化して出金して

2回出金されたのですが3回目出金した際に

入金の証明を求められて

トラストウォレットを使用していたので

プロフィール等が無く説明はしたのですが

却下されて出金してもらえなくなったので

クレームを入れさせて頂きました。

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Felix Spin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did the casino request proof of deposit from you?  
• Can you clarify what specific proof of deposit was requested?
• Have you provided them with the required information?
• Did you pass the verification before requesting a withdrawal?  
• Can you please specify what bonus you were playing with?

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

Best regards,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

When did a casino ask you for proof of deposit?

It was about a month ago that I first requested a withdrawal.

Could you please clarify what specific proof of deposit was requested?

This is your wallet page, which contains your deposit history and your name, address, email address, etc.

Did you provide the necessary information?

All I could offer was a name

I had inquired about that

I was told it was no good.

Did you pass verification before requesting a withdrawal?

I submitted everything I could.

I can't get it to pass the verification

Can you tell me which bonuses you were using?

I played using the deposit bonus.

カジノがあなたに入金証明を要求したのはいつですか?

初めに出金申請をかけた1ヶ月程前になります。

具体的にどのような預金証明が要求されたのか明確にしていただけますか?

入金した履歴と自分の名前、住所、メールアドレス等が記載されたウォレットのページです

必要な情報を提供しましたか?

提供できる物が名前だけだったので

それに関しては問い合わせしてたのですが

駄目だと言われました

出金をリクエストする前に検証に合格しましたか?

提出できるものは全て提出したのですが

検証を合格にしてもらてないです

どのボーナスを使ってプレイしていたのかを教えていただけますか？

入金ボーナスを使ってプレイしました。

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I am submitting it.

提出しています。

If you need more clarification, I'll get back to you.

もう少し明確に必要なら改めてやり取りさせて頂きます。

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear zoezoe777,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Felix Spin Casino representative to join this conversation and participate in resolving this complaint.

Dear Felix Spin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

We would like to inform you that your verification process is still in progress.

To proceed, we need the following documents:

• Proof of Deposit: A screenshot from your cryptocurrency wallet's transaction history for the deposit made on 2025-06-26 at 01:35:16 UTC. The screenshot must clearly show the full transaction hash code, amount, date, and time.

• Proof of Address: A government-issued document (dated within the last 90 days) that includes your name and current address. Accepted documents include a recent utility bill or bank statement. Please provide a clear photo of the full paper document (with all four corners visible) or a PDF file. Screenshots and scans are not accepted.

Please upload these documents directly to the verification page in your casino account.

If you have any issues, please contact us via our live chat service or by email at support@felixspin.com.

Best regards,

Felix Spin Casino

Dear zoezoe777,

Could you please follow the casino's instructions and let me know once you have done so?

I'll be awaiting your reply.

I submitted it.

提出しました。

Dear Felix Spin Casino,

I hope this message finds you well.

Could you kindly provide an update regarding the outcome of the player's verification process?

I look forward to your response.

Dear zoezoe777,

We would like to inform you that the documents you uploaded were not accepted.

For the proof of deposits, the full transaction hash must be clearly visible. This was not the case in the provided files. Kindly upload a document where the complete hash code can be seen.

In addition, the proof of address you submitted could not be approved, as it does not meet the required criteria. Please ensure that you provide a valid document, such as a government-issued document, a bank statement, or a utility bill, issued within the last 90 days.

We kindly ask you to upload the required documents via your verification page. Once received, they will be reviewed as quickly as possible.

Best regards,

Felix Spin Casino

Dear zoezoe777,

Kindly follow the instructions provided by the casino and notify us once you have completed the required steps.

I look forward to your response.

I have uploaded the documents, so please check them.

For documents that are difficult to submit, we will send you details by email.

書類アップロードしたので確認おねがいします。

提出が難しい書類に関しては詳細をメールにて提出してます。

Dear Felix Spin Casino Team,

Could you please provide us with information regarding the player’s verification process?

I look forward to your response.

Hello!

We would like to inform you that the provided documents have been rejected.

The screenshots submitted as proof of deposit do not display the full transaction hash. Thank you for providing a screenshot of your wallet address; however, we also require the complete hash code for the requested transactions. It seems the screenshot was taken from a mobile device, so we recommend taking it from a desktop instead, as this may prevent the hash from being shortened. Alternatively, you can contact your wallet provider to obtain the full hash code.

Regarding the proof of address, the uploaded document is of poor quality. Please take a new photo under proper lighting and ensure all details are clearly visible and not blurred. You may also submit a PDF version of the document.

To reiterate, acceptable proof of address documents include government-issued documents dated within the last 90 days that show your full name and current address, such as a utility bill or a bank statement.

Thank you for your understanding. If you have any further questions, please let us know.

Best regards,

Felix Spin Casino

Dear zoezoe777,

Following the casino’s recent feedback, could you please carefully review and comply with their instructions to ensure your verification process proceeds smoothly? Specifically, they have requested that you provide:

• The full transaction hash for your crypto deposit (please make sure the entire hash is visible—if it was previously shortened, consider accessing it from a desktop device or contacting your wallet provider to obtain the complete code).

• A valid proof of identity (ID) and an improved proof of address document, ensuring all details are clearly legible and properly illuminated. A PDF version is also acceptable if it provides better quality.

Providing these items in full should help expedite the resolution of your case and allow the casino to complete the necessary verification checks.

Please let us know once you have submitted the requested documents or if you require any assistance in preparing them.

I look forward to your response.

I also had them submit all pages that could be sent using Trust Wallet.

ID, driver's license, passport

I sent photos of my residence card and electricity bill as address documents, but they have all been rejected, so I don't know what to do.

If it's that difficult, I don't think anyone can be authenticated.

トラストウォレットで送信出来るページは全て提出させてもいました。

IDも免許証、パスポート

住所書類は住民票と電気料金の写真を送って全て却下されてるんでどおしたらいいかわからないです。

そんなに難しいなら誰も認証出来ないと思うんですけど

Dear Felix Spin Casino Team,

Could you please provide clarification on the reasons the player’s documents were not accepted?

I look forward to your response.

Hello!

The document submitted for proof of address has been accepted following additional checks. However, we cannot accept the document provided for proof of deposits, as the full transaction hash is not visible in either screenshot.

If the player is unable to provide a screenshot with the complete hash, we recommend contacting the wallet’s support team for assistance in obtaining an official record that includes the full hash. Should that not be possible, please provide screenshots of the corresponding transaction history or email correspondence with the wallet provider that clearly shows the complete transaction details.

Additionally, we recommend capturing screenshots of the transaction on a wider screen or adjusting the display settings, as a narrow viewport may result in shortening the information such as the hash code.

Thank you for your understanding. If you have any additional questions, please let us know.

Best regards,

Felix Spin Casino

Dear Felix Spin Casino,

Thank you for your response and for the information provided.

Dear zoezoe777,

Could you please provide the required screenshots showing the complete transaction hash, as requested by Spin Casino? If you are unable to capture the full hash, please follow their suggestion and contact the wallet’s support team for assistance in obtaining an official record containing the full transaction details. Alternatively, you may provide screenshots of the corresponding transaction history or any email correspondence with the wallet provider that clearly displays the full information.

I appreciate your continued cooperation despite these difficulties.

I look forward to your response and confirmation regarding the screenshots.

Dear zoezoe777,

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.

I submitted it to the casino site.

カジノサイト側に提出しました。

Dear zoezoe777,

Thank you for letting us know. We appreciate your continued cooperation.

Dear Felix Spin Casino Team,

Have you had the opportunity to review the proof of deposit?

I would appreciate it if you could provide us with an update at your earliest convenience.

Thank you, and I look forward to your response.

Dear zoezoe777,

We would like to inform you that the document has been rejected, as it is identical to the previously submitted one and includes only a partially visible hash code.

We strongly recommend capturing the screenshot from a device with a wider screen to ensure the entire hash code is clearly displayed. This will allow us to review and accept the document as required. Please note that the hash is located under the wallets section and above the status section. It must display the full transaction text, which is currently shortened due to your display settings.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us.

Dear Stefan,

We have sent you an email with further information.

Best regards,

Felix Spin Casino

Dear Felix Spin Casino,

Thank you for your response.

I have reviewed your email and have provided the full transaction hash, which was identified based on the player’s incomplete screenshot. I trust this information will assist in resolving the case and ensuring the player’s verification is completed.

I look forward to your response.

I submitted the image shown above, but I received this reply. I can see everything properly, but I don't know why.

上記でも表示してくれている画像提出したんですが、この返事がきましたちゃんと全部見えてるはずなんですけど理由がわかりません

Dear zoezoe777,

Do you have access to your wallet, where you can take a screenshot of the full hash?

I look forward to your response.

Dear zoezoe777,

We would like to inform you that in order to confirm the deposit was made from your account, we require proof of deposit showing the full cash balance visible from your own wallet. Please note that screenshots from the blockchain explorer cannot be accepted, as this information is public and accessible to everyone.

As an alternative, you may import your wallet into another cryptocurrency wallet application and provide us with a screenshot that clearly displays the transaction hash.

Best regards,

Felix Spin Casino

Sorry, the words are a bit difficult and I don't understand the meaning.

Do I really have to reveal such private information as my cash balance?

すいません少し言葉が難しくて意味がわかっていません。

現金の残高ってそんなプライベートな部分まで見せないとだめなんですか？

Dear zoezoe777,

I hope this message finds you well. Could you please provide a screenshot of the transaction from your Trust Wallet history, ensuring that the transaction hash is clearly visible? Kindly inform me once you have submitted it to the casino.

I look forward to your response.

I think it's all in the information I sent you before.

Is that not okay?

There is nothing that gives more details than that.

以前お送りした分に全て載ってると思うのですが、

それではだめなんでしょうか？

それ以上に詳細が載ってるものは存在しないのですが

Dear zoezoe777,

I am afraid I haven't received any email from your side. Could you please resend it with the attached screenshots to my email address, stefan.m@casino.guru?

I look forward to your response.

This is what arrived

届いたのはこちらです

Dear zoezoe777,

May I kindly ask whether you were able to take a screenshot directly from your Trust Wallet and submit it to the casino’s support team? Unfortunately, the screenshot from Tronscan is unlikely to be accepted as sufficient proof in this case.

I look forward to your response.

I've been submitting old pages directly.

So it was rejected, so I submitted a different page.

直接が昔のページずっと提出してましたよ。

それで拒否されたので違うページを提出しました

Dear Felix Spin Casino,

Could you please provide an update on whether the documents submitted by the player have been accepted?

I look forward to your response.

Hello!

The latest screenshots you provided show the full transaction hash; however, they were captured directly from the blockchain explorer, which is not acceptable, as all information there is publicly accessible and does not verify that the deposit was sent from your own personal wallet.

Please import your wallet into another cryptocurrency wallet application and provide a new screenshot clearly displaying the transaction hash for the relevant transaction, taken from within the wallet interface itself.

Additionally, you may contact the support team of your current wallet provider for assistance in obtaining the full transaction hash for the specific deposits in question.

Thank you for your understanding and cooperation. If you have any further questions or require additional clarification, please do not hesitate to contact us.

Best regards,

Felix Spin Casino

Since I use Trust Wallet, detailed personal information is not listed.

Submit the page you can put out again

使用してるのがトラストウォレットなので詳しい個人情報は記載されていません

もう一度出せるページを提出します

Dear zoezoe777,

How to find and screenshot a transaction hash in Trust Wallet:

1. Open Trust Wallet
2. Launch the Trust Wallet app on your mobile//computer device.
3. Select the relevant wallet/token
4. On the main screen, tap the cryptocurrency used for the transaction (e.g., Bitcoin, Ethereum, USDT).
5. Open the transaction history
6. Scroll down to view the list of transactions and tap on the specific transaction you need.
7. Locate the transaction hash (TxID)
8. In the transaction details screen, you will see a field labeled Transaction Hash, TxID, or similar.
9. Take a screenshot
10. Once the transaction hash is visible (either in Trust Wallet or in the blockchain explorer), take a screenshot using your device’s standard screenshot function.

Please let us know once you have provided the casino with the screenshot.

I look forward to your response.

I have submitted it so please check it.

提出したので確認お願いします。

Dear Felix Spin Casino,

Did you manage to review the screenshot provided by the player?

We look forward to your response.

Hello!

We would like to inform you that we have received and reviewed the screenshots you provided.

Unfortunately, the screenshots from TrustWallet do not display the full transaction hash, which is necessary for us to verify the proof of deposit. In addition, the receiving wallet address appears shortened, which also prevents us from confirming that this transaction corresponds to the deposit made to your casino account.

​

The screenshots taken from the blockchain explorer also cannot be accepted as proof, as this information is publicly accessible and does not confirm that the funds were sent from your personal wallet.

​

As previously mentioned, a solution is to import your TrustWallet into another reputable crypto wallet application and provide us with a screenshot of the relevant transaction taken from within that wallet, where the full transaction hash and the complete receiving address are clearly visible. This will allow us to properly confirm the proof of deposit, as the limitation appears to originate from TrustWallet.

​

If you experience any difficulties with this step, please let us know, and we will gladly assist you further.

Thank you for your understanding

Best regards,

Felix Spin Casino

Dear zoezoe777,

Could you please confirm whether you have attempted to import your Trust Wallet into another cryptocurrency wallet? Alternatively, do you require assistance from the casino regarding this matter?

We look forward to your response.

Dear zoezoe777,

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.

Submitted

提出しました

Dear Felix Spin Casino,

Could you please confirm whether the player’s submitted documents have been accepted?

We look forward to your response.

Hello!

We would like to inform you that no new screenshots have been submitted as proof of deposit. The most recently uploaded screenshots refer to a blockchain explorer and wallet ID only.

To verify the deposit made to our casino from your TrustWallet, we recommend exporting your wallet to another non-custodial crypto wallet using the recovery phrase. This will allow you to display the full transaction details directly from the wallet interface, including the transaction hash and all relevant information.

Examples of suitable wallets include Exodus or MetaMask. Please note that importing your TrustWallet into another wallet application will not move your funds or affect your ownership. It will simply enable you to view the same wallet through a different interface that displays the detailed transaction data required for verification.

If you require any further assistance with this process, please do not hesitate to contact us.

Best regards,

Felix Spin Casino

Dear zoezoe777,

Thank you for your response.

Could you please share the evidence with the casino once again? It appears that they have not received any screenshots from the crypto wallet serving as proof of payment. You may also include me in the correspondence by CC’ing my email address at stefan.m@casino.guru.

Thank you very much in advance for your cooperation. We look forward to your response.

Dear zoezoe777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru