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Dear Casino Guru Team,

I requested a withdrawal from Spinbara. Then I had to go through the KYC process. I uploaded my ID, a selfie, and a picture of myself with the Spinbara app running on my laptop. This was accepted, but now they're asking for proof of payment and that I have a wallet. Unfortunately, I don't understand why I have to do this now. Support responded, but didn't explain why I should do it... 🙁 I hope you can help me.

Best regards,

Jalil

Liebes Casino Guru Team,

ich habe eine Auszahlung bei Spinbara beantragt. Daraufhin sollte ich das kyc durchlaufen. Ich habe mein Personalausweis, ein Selfie und ein Bild von mir mit der Anwendung von Spinbara auf Laptop im Hintergrund hochgeladen. Das wurde soweit auch akzeptiert, nun verlangen sie noch Nachweis von der Zahlung und das ich ein Wallet besitze. Ich kann leider nicht nachvollziehen, warum ich das jetzt auch noch machen muss. Der Support hat geantwortet, mir aber nicht begründet warum ich das tun sollte... 🙁 ich hoffe ihr könnt mir helfen.

Viele Grüße,

Jalil

Hello,

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.

In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, deposit receipts, various selfies, etc.

The casino's request isn't anything unfair or unusual, and I recommend that you provide all the required documents as soon as possible, so your account can be verified and the casino can start working on your withdrawal request.

Thank you in advance for your reply and understanding.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

Thanks for your message. I've now sent a screenshot of the transaction and a screenshot of my wallet address to Spinbara. I think I've submitted everything completely. Or do I need to do something else? 🙂

Best regards,

Jalil

Hallo Kristina,

danke für deine Nachricht. Ich habe nun auch ein Screenshot der Transaktion und ein Screenshot meiner wallet Adresse zu Spinbara geschickt. Ich denke das ich jetzt alles vollständig eingereicht habe. Oder muss ich noch was tun? 🙂

Viele Grüße,

Jalil

Thank you very much for your reply. At this point, I can only recommend that you wait and follow the casino's instructions. Has there been any development since you provided the last document? Or has the casino requested any additional documents?

Hello Kristina, thank you for your message. The casino didn't accept my proof of transactions and wallet ownership, and I'm supposed to send it again. I've done that now. But honestly, I have the feeling the casino is just playing for time... 🙁

Hallo Kristina, danke für deine Nachricht. Das Casino hat mein Nachweis über die Transaktionen und über den Besitz des Wallets nicht akzeptiert und ich soll es nochmal hin schicken. Das habe ich nun auch getan. Ich habe aber ehrlich gesagt das Gefühl, dass das Casino auf Zeit spielen will... 🙁

Did the casino explain what was wrong with the documents or provide any instructions on how to proceed? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jalil47,

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.

Hello Kristina,

Sorry for getting back to me so late. Spinbara rejected my proof of both my wallet and the transaction without comment. I uploaded the documents twice, and after a few days, I see in my account that I should upload the proof again. I don't understand why Spinbara doesn't at least send me an explanation explaining why it was rejected... 🙁

Best regards, Jalil

Hallo Kristina,

entschuldige bitte das ich mich erst jetzt wieder melde. Spinbara hat meine Nachweise zu meinem Wallet als auch zur Transaktion kommentarlos abgelehnt. Ich habe die Dokumente zweimal hochgeladen, nach paar Tagen sehe ich im Account, dass ich die Nachweise wieder hochladen soll. Ich verstehe nicht, warum Spinbara mir nicht zumindest eine Erklärung zuschicken mit den Gründen, warum es abgelehnt wurde... 🙁

Viele Grüße, Jalil

Hello Kristina, I've uploaded the documents for the third time now. I hope they'll be accepted. And if not, I hope you'll send me an explanation...

Best regards,

Jalil

Hallo Kristina, ich habe nun zum dritten Mal die Dokumente hochgeladen. Ich hoffe sie werden akzeptiert. Und wenn nicht, hoffe ich das sie mir eine Begründung schicken...

Viele Grüße,

Jalil

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you.

Hello Kristina,

I just sent you the email. 🙂

Best regards, Jalil

Hallo Kristina,

ich habe Dir soeben die Email geschickt. 🙂

Viele Grüße, Jalil

Hello Kristina,

Even after uploading it for the third time, I saw in my account that the documents weren't accepted. Unfortunately, I didn't receive any message from support explaining why they weren't accepted. 🙁

Hallo Kristina,

auch nach dem dritten hochladen habe ich in meinem Account gesehen, dass die Nachweise nicht akzeptiert wurden. Leider habe ich auch keine Nachricht vom Support erhalten, warum sie nicht akzeptiert wurden. 🙁

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinbara Casino representative to join this conversation.

Dear Spinbara Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I am trying to get in touch with the casino outside of this thread.

I will notify you, when there are any updates.

Thank you very much for your efforts 🙂

Vielen lieben Dank für Ihre Bemühungen 🙂

Dear player,

I was able to get in touch with the casino representative, however I am still waiting for their clarification.

Thank you for your patience

Thank you for the information and your efforts 🙂

Vielen für die Info und Ihre Bemühungen 🙂

Dear Casino Guru team, has anything changed in the meantime? I would appreciate a quick response. 🙂

Liebes Casino Guru Team, hat sich in der Zwischenzeit was getan? Über eine kurze Rückmeldung würde ich mich freuen. 🙂

Dear Jalil47,

Thank you for your submission.

We have received only one proof of deposit, but there are a total of two deposits that need to be verified.

Kindly upload the second proof of deposit at your earliest convenience.

Additionally, please provide proof of ownership for the crypto account used, clearly showing the account holder’s name to confirm the source of funds.

Let us know once the documents have been uploaded so we can proceed with the review.

Best regards,

Spinbara Casino Team.

Dear player,

Have you been able to submit the mentioned document?

Dear Spinbara Casino,

Could you please confirm, if you have received the player's submitted documents, and if they are sufficient for verification purposes?

Thank you.

Dear Jalil47,

We have not yet received all the required documents.

Kindly send the missing documents requested in the previous message to the email we just sent you, so we can proceed accordingly.

Please don’t hesitate to reach out if you have any questions.

Best regards,

Spinbara Casino Team.

Dear player,

If you believe, you provided casino with the requested documents in the correct form, please forward them to miroslava.d@casino.guru for review.

Thank you.

Dear Jalil47,

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.

Hello Mirka,

Please excuse my late reply. I have just sent you the following documents:

- Front and back of the identity card

- Current mobile phone bill

- Photo of me with the application in the background

- Transaction proof

- Proof of my wallet

Best regards,

Jalil 😊

Hallo Mirka,

entschuldige bitte das ich mich erst jetzt melde. Ich habe Dir soeben folgende Dokumente geschickt:

- Vorder und Rückseite des Personalausweises

- Aktuelle Handy Rechnung

- Foto von mir mit der Anwendung im Hintergrund 

- Transaktionsnachweis 

- Nachweis meines Wallets 

Viele Grüße, 

Jalil 😊

Dear Jalil47,

I noticed, that the ID you submitted has expired in 2024. Please note, verification is not possible without providing valid documents, and without completing verification process, withdrawal is not possible.

Would you be able to explain this issue, and provide a valid ID? If you fail to do so, we will unfortunately not be able to help you in solving this issue.

Thank you for your cooperation.

Hello Mirka,

I just sent you my valid ID. Unfortunately, Spinbara didn't accept the documents I sent you.

Best regards, Jalil

Hallo Mirka,

ich habe Dir gerade meinen gültigen Ausweis zugeschickt. Die Nachweise die ich Dir geschickt habe, hat Spinbara leider nicht akzeptiert.

Viele Grüße, Jalil

Dear Spinbara Casino,

Could you please specify, which of the required documents still haven't been submitted by the player by now?

Thank you.

Dear Jalil47,

As stated in our previous email, we have received only one proof of deposit, while there are two deposits in total that require verification.

Please upload the second proof of deposit as soon as possible.

In addition, we kindly ask you to provide proof of ownership for the crypto account used, clearly displaying the account holder’s name so we can verify the source of funds.

Once these documents have been received, please inform us so we can continue with the review process.

Best regards,

Spinbara Casino Team.

Dear player,

Have you been able to supply the casino with the documents mentioned in their last message?

Hello Mirka,

I explained to Spinbara that my crypto account is a cold wallet, which is why my name doesn't appear. However, I confirmed in writing that it is my personal account.

The second deposit was made via a cashback program for which I have no proof of transaction.

I hope this information is helpful. 🙂

Best regards,

Jalil

Hallo Mirka,

ich habe gegenüber Spinbara erklärt, dass es sich bei meinem Krypto Konto um ein Cold Wallet handelt und deshalb der Name nicht erscheint. Ich habe aber schriftlich bestätigt, dass es sich um mein persönliches Konto handelt.

Die zweite Einzahlung lief über ein Cashback Programm für welches ich kein Transaktionsnachweis habe.

Ich hoffe diese Informationen helfen weiter. 🙂

Viele Grüße,

Jalil

Dear Spinbara Casino,

Could you please specify, what would you expect the player to do to prove the ownership of the crypto wallet, since crypto wallets do not usually require owners to submit their names or other personal details?

Thank you.

Dear Jalil47,

Thank you for your patience. We would like to inform you that upon further review, the document was accepted.

The account is now verified.

Best regards,

Spinbara Casino Team.

Dear Casino Guru Team, thank you very much for your support.

Dear Spinbara Team, thank you very much for the verification.

Liebes Casino Guru Team, vielen Dank für Ihre Unterstützung.

Liebes Spinbara Team, vielen Dank für die Verifizierung.

Dear player,

Could you please confirm, if you have been able to request a withdrawal?

Thank you.

Dear Jalil47,

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.

Dear Casino Guru Team,

Sorry for the late reply. I was fortunate enough to request the payout. That settles the matter for me.

Thank you so much for your support 🙂

Liebes Casino Guru Team,

Sorry das ich erst jetzt antworte. Ich konnte die Auszahlung erfreulicherweise beantragen. Damit ist die Angelegenheit für mich erledigt.

Herzlichen Dank für die Unterstützung 🙂

Dear Jalil47,

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,

Mirka Dubasova

Casino.Guru