SpinGreen Casino - Pelaajan kotiutus on viivästynyt.

Today is 24th october 2025. I made a 466 EUR withdrawal request via Mifinity payment method on 27th September 2025 and uploaded full proofs of identity, address, payment method before. But they always asked me to wait for the financial department to process this request. Until 07th October 2025, they said that the payment provider was malfunctioned and asked me to make a withdrawal request again via crypto method. I agreed and they declined this 466 EUR withdrawal so I could make a new one, then I played a little more and made a 478 EUR withdrawal on 07th October 2025. They said the withdrawal would be reviewed within 24 hours, maximum 48 hours but this new withdrawal hasn't been processed until now. Otherwise, my verification process also has been pended since 27th September 2025. I haven't been able to contact them via livechat for a few days now. I know that the spingreen casino site is owned by the WoT N.V. company which is also the owner of the sites: Dendy Casino, Hotline Casino, Candy Casino, F1 Casino, Marvel Casino, Beep Beep Casino, MilkyWay Casino, Bonanza Game Casino, AMPM Casino, Pelican Casino,...

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Dear huynb2022, 

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

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Dear Ms Katarina,

I'm very pleased to answer your questions below:

1. Could you please advise which documents you have already provided and when exactly did you send the last one?

--> I uploaded the below documents on the verification section of Spingreen casino:

- Identity card - front side

- Identity card - back side

- Bank statement issued within the last 90 days as proof of address

- MiFinity profile screenshot as proof of payment method

--> I don't remember the exactly date of uploading them but surely before 27th September

2. Have you provided all the required documents as soon as possible and in the correct format?

---> I think yes because I asked the online customer service staff many times since 27th september 2025 about my delayed withdrawal and they did not say if the documents I uploaded were complete & in the correct form or not.

3. Have you accumulated your winnings with or without an active bonus?

--> I don't understand exactly what you mean but it was my first deposit at spingreen casino and I currently have no active bonuses that need to be wagered. I made a 500 EUR deposit & made a 478 EUR withdrawal request.

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

I also uploaded the selfie photo with front ID on this site yesterday but the verification has been pended & I haven't been able to contact Spingreen support.

When will you give me the result?

Thank you.

Dear huynb2022,

thank you for your replies.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Ms Katarina,

I received the 478 EUR withdrawal amount from Spingreen casino yesterday but my account verification process has been pending until now.

I've sent the attached information that you required (I just checked on spingreen.com and only found live chat history from 21th october 2025) to the email katarina.d@casino.guru. Please check it.

What can I do in the next step with the complaint process on the Casino guru site?

Many thanks for your assistance.

Regards.

Huy.

Dear huynb2022,

thank you for your reply and your email.

I am glad you have received your funds. Is there any new development regarding your verification, please?

Do I understand correctly that your player's account balance is currently 0?

Looking forward to your reply,

Katarina

Dear Ms Katarina,

Thanks for your assistance thus far.

Firstly, my verification process has been pending until now. I only afraid that if I make other deposits on Spingreen while this verification still hasn't been completed, the same delayed withdrawal or even worse will be continued.

Secondly, yes, you understand correctly. My player's account balance is currently 0 because my 478 EUR (all my balance) withdrawal request has been processed.

Regards.

Huy.

Dear huynb2022,

thank you for your reply.

• Is there any new development, please?
• Has your account been fully verified?

Looking forward to your response,

Katarina

Dear Ms Katarina,

• No, there isn't.
• No, it hasn't

Thank you.

Huy.

Dear huynb2022

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far. It is recommended that you refrain from making any deposits to this casino until your Know Your Customer (KYC) verification is successfully finalized.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear huynb2022,

My name is Jana and from now on, I will assist you with resolving your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinGreen Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's verification has not yet been processed?

Thank you in advance for providing the information.

Dear Ms Katarina & Mr/Ms Jana,

I look forward to hearing from you and many thanks for all your help and Casinoguru's so far..

Regards.

Huy.

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 huynb2022,

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,

Jana

Casino.Guru