Spinanga Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Dear Casino Guru Team,

I won approximately €56,000 at the aforementioned casino. My initial withdrawal attempts were blocked, and the verification process began.

I have all the requested documents in

Submitted in PDF format - both via email to the support team and as an upload to my account.

After several days of review, it always says that I need to upload another proof of address.

I've since moved. My Spinanga account still shows my old address – however, I've been able to prove both addresses, my old and new ones, with bank statements, utility bills, and payslips. So far, without success.

The support team is no longer responding to my emails and I don't know what else to do.

Best regards

Sehr geehrtes Casino Guru Team,

ich habe bei oben genanntem Casino ca. 56.000€ gewonnen. Bereits meine ersten Auszahlungsversuche wurden blockiert und die Verifizierung begann.

Ich habe alle gewünschten Dokumente im

PDF Format eingereicht - sowohl per Mail an das Support-Team, als auch als Upload in meinem Konto.

Nach mehrtägiger Prüfung steht dort dann immer, dass ich einen weiteren Adressnachweis hochladen soll.

Ich bin in der Zwischenzeit umgezogen. In meinem Spinanga Konto steht noch meine alte Wohnanschrift - beide Anschriften, meine alte und neue, konnte ich jedoch mit Kontoauszügen, Stromrechnungen oder auch Lohnzetteln nachweisen. Bislang ohne Erfolg.

Das Support-Team antwortet mir auf meine E-Mails nicht mehr und ich weiß mir nicht mehr weiter zu helfen.

Viele Grüße

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.

Dear Lu.mo,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• When exactly did you submit your withdrawal request?
• Have you received any automated responses or acknowledgments from the support team after your email inquiries?

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

Petra