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I am submitting a complaint against SpinFin due to intentional delays in account verification (KYC) and withdrawal processing.

Timeline of events:

 On July 23, 2026, I deposited €20 and requested a withdrawal of €240. The withdrawal was cancelled by the casino after 3 days, demanding full KYC verification.

 I submitted all requested KYC documents as instructed.

 To complete verification steps requested for payment methods, I made further deposits on July 25 and July 28. My current real balance is €1,608.90.

 On July 28 and July 29, I requested withdrawals of €500, which remain blocked/cancelled due to the pending KYC status.

 I have contacted Live Chat support multiple times (agents Magnus, Katherine, etc.). They confirmed that my documents were received and that the case was 'escalated' to the verification team over 3 days ago, yet no progress has been made.

I have strictly stopped playing and demand that SpinFin immediately approves my KYC verification and processes my pending withdrawals totaling €1,608.90.

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 MajaMarko,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

The casino previously rejected my uploaded documents because they were submitted as screenshots.

I have now converted all required documents into PDF format and successfully re-uploaded them directly to the Spin Fin website. As shown in the attached screenshot, all documents (Proof of Address, Transaction History, and Card Photo) are now officially submitted and marked as 'Under review'.

Best regards,

[redacted]

Hello,

Great news! SpinFin has officially reviewed and approved my KYC documents, and my account is now fully verified (as shown in the attached screenshots).

I am now waiting for my pending withdrawal of €1,608.90 to be processed and credited to my bank account.

Best regards,

[redacted]

Update:

SpinFin is now processing my withdrawal in daily/batch limits of €500 instead of the maximum limit stated in their terms (up to €3,000). I have requested the payout and am currently waiting for the first transaction to complete.

Dear Jean and MajaMarko,

Thank you for your patience, and for providing the update on your case.

We'd like to clarify the situation regarding your withdrawals. Your earlier withdrawal requests were cancelled because your account needed to complete our verification (KYC) process first. This is a standard security requirement outlined in our Terms and Conditions, which all players agree to at registration.

Section 5 – Verification of your age, identity, and other checks

5.1: You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2: We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

We are glad to confirm that your account has now successfully passed verification, and your withdrawals are currently pending and being processed.

Regarding the daily limits you mentioned, as your account is at VIP Level 2, our withdrawal limits table sets a maximum of €500 per day and €10,000 per month at this level. This is why your withdrawal is being processed in batches rather than as a single lump sum, this is standard practice applied in line with our published limits, not something specific to your case.

Our Terms and Conditions also set out the following regarding withdrawal processing times:

Section 6.15:

Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday.

Section 6.16:

The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances, and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

I can see you currently have two withdrawal requests of €500 each pending. The estimated processing dates from our side are 6 August and 7 August. Please allow this time for the funds to be processed on our end; once released, transfer time to your account may vary slightly depending on your payment provider.

Thank you again for your cooperation throughout the verification process, and we appreciate your patience while these withdrawals are completed.

Kind regards,

Spinfin Casino

Update:

Please note that SpinFin cancelled one of my pending withdrawal requests of €500 this morning at 08:36 AM (as shown in the attached email screenshot).

Because of this cancellation, I had to submit a NEW withdrawal request for €500 today, August 6th at 12:59 PM.

This means the previous request mentioned in SpinFin's response was actually declined on their end. I request SpinFin to process the current two pending withdrawals (€500 from August 5th and €500 from August 6th) without further delays or cancellations.

Best regards,

[redacted]

Dear MajaMarko,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean,

No funds have been received yet. Both of my withdrawal requests of €500 (submitted on August 5th and August 6th) are still stuck in the "Under review" status on SpinFin.

Despite SpinFin's response earlier that payouts were scheduled for August 6th and 7th, nothing has been processed or released so far.

Best regards,

[redacted]

Hi Jean,

Great news! SpinFin has just processed and completed my first withdrawal request of €500 today, August 7th.

I am now waiting for the second withdrawal request of €500 (submitted yesterday, August 6th) to be processed as well.

Thank you so much for your assistance!

Best regards,

[redacted]

Hi Jean,

Just a quick update for SpinFin: The first €500 payout was already successfully completed and received.

However, my second withdrawal request of €500 (submitted on August 7th) is still currently in "Under review" status. I will keep you updated as soon as the status changes or the payment is processed.

Best regards,

[redacted]

Hi Jean,

Quick update regarding SpinFin (Total balance was €1,608.90):

1. The first €500 payout has already been received in my bank account.

2. The second €500 payout was marked as completed today, August 11th.

3. The third withdrawal request of €500 (submitted on August 7th) is currently still "Under review".

I will also request the remaining balance of €108.90 as soon as the system permits. I will keep this complaint open until the full amount is received.

Best regards,

[redacted]

Dear Jean and Maja,

Thank you for your continued patience.

We're pleased to confirm that all three pending €500 withdrawal requests have now been completed and released on our end:

€500 (submitted 5 Aug) — completed

€500 (submitted 6 Aug) — completed

€500 (submitted 7 Aug) — completed

Please allow a short window for the funds to reflect in your bank account, as transfer times can vary slightly depending on your payment provider.

Regarding the remaining balance of €108.90, [redacted] is welcome to submit this as a new withdrawal request whenever she's ready, and we'll process it in line with the same daily limits.

Thank you again for your cooperation throughout the verification process.

Kind regards,

Spinfin Casino

Dear Spinfin Casino,

Thank you for the update and your cooperation in resolving this complaint.

Dear MajaMarko,

Please give an update in a week or once you have successfully received the three withdrawals.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MajaMarko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean