SpinJo Casino - Pelaajan kotiutus on viivästynyt.

Hello,

I can't get a withdrawal from Spinjo casino. I have sent the necessary documents, but they keep asking for a different picture of my face and ID. Last time they asked for a picture of my ID and face so that it shows my whole hand, I sent this and now they want a new picture with a picture of my face, ID and a square piece of paper that says "Hello Casino Name".

So there doesn't seem to be a decision on this. The total amount is 1278.50, which I haven't received.

Hei,

En saa Spinjo casinolta nostoa. Olen lähettänyt tarvittavat dokumentit, mutta pyytävät kokoajan erilaista kuvaa kasvoista ja henkilöllisyystodistuksesta. Viimeksi pyysivät kuvaa henkilöllisyystodistuksesta ja kasvoista niin, että siinä näkyy koko käsi, tälläisen lähetin ja nyt haluavat uuden kuvan, jossa on kuva kasvoistani, henkilölllisyystodistuksesta sekä ruutupaperi, jossa lukee "Hello Casino Name".

Tähän ei siis tunnu tulevan päätöstä. Koko summa on 1278,50, jota en ole saanut.

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Hello,

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

• Have you made any successful withdrawals before?
• What identification documents have you submitted so far, besides those mentioned in your message? When did you submit your last set of documents?
• Did you accumulate 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,

Kristina

Hello,

I have made successful withdrawals before. I last sent a picture of my driver's license and face on Friday of last week.

I collected my winnings with an active bonus.

Hei,

Olem tehnyt onnistuneita kotiutuksia aiemmin. Olen lähettänyt kuvan ajokortista ja kasvoistani viimeksi viime viikon perjantaina.

Keräsin voittoni aktiivisella bonuksella.

Thank you for your reply, Naichou. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Do you currently have any pending withdrawal(s)?

Hello,

I made my last withdrawal on September 3rd and it arrived in my account on September 8th.

I chose bank transfer to withdraw my winnings, which was advised to me in the chat. I also used this for the withdrawal request made on 3.9 and here.

Hei,

3.9 olen tehnyt viimeisimmän noston ja 8.9 se on tullut tilille.

Valitsin voittojen nostoon tilisiirron (bank transfer), joka minulle neuvottiin chatissa. Käytin tätä myös 3.9 tehdyssä nostopyynnössä ja tässä.

Currently, the amount of €1,278.5 is pending, my account is locked so I can't say if it's still there.

Tällä hetkellä on vireillä tuo summa 1278,5€, tilini on lukossa niin en osaa sanoa onko se vielä.

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.

Hello,

I recently sent the pictures to your email. Could you please help me urgently? I have been waiting for the withdrawal for a long time 🙁

Hei,

Lähetin äskettäin kuvat sähköpostiisi. Voisitteko auttaa pikaisesti? Olen odottanut nostoa jo kauan 🙁

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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 Naichou,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

In a meantime, could you please send me those selfies which you have sent to the casino? So I can examine them as well? Thank you so much!

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

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified and his withdrawals are still pending?

Thank you in advance for providing the information.

Dear Casino Guru,

Thank you for bringing this case to our attention. The player’s account was closed as we did not receive a response to our follow-up verification request, despite sending reminders.

As the verification process could not be completed, the account was closed in line with our standard procedures. We encourage Naichou to respond to the last request sent so that we can review the matter further if needed.

Kind regards,

The SpinJo Team

Hello,

I have sent the requested documents so far, but spinjo keeps asking for something new. Now I just want my withdrawal without having to send new documents all the time.

Hei,

Olen lähettänyt tähän mennessä pyydetyt dokumentit, mutta spinjo keksii pyytää kokoajan jotain uutta. Haluan nyt vain nostoni ilman, että lähetän kokoajan uutta dokumenttia.

My account was verified when the previous withdrawals arrived.

Tilini oli vahvistettu, kun aiemmat nostot tulivat tilille.

Dear Naichou,

I completely understand that this situation may be frustrating for you. Nevertheless, I would kindly recommend providing the documents requested by the casino, as this will help move the process forward smoothly.

Hello,

I sent a new document to spinjo. A picture of myself showing graph paper and here it says "Hello Spinjo Casino

20.10.2025"

I hope this helps and I can finally get the withdrawal.

Hei,

Lähetin uuden dokumentin spinjolle. Kuvan itsestäni, jossa näytän ruutupaperia ja tässä näkyy "Hello Spinjo Casino

20.10.2025"

Toivottavasti tämä nyt auttaisi ja saisin noston vihdoin.

Thank you Naichou for cooperation!

Dear SpinJo Casino can you please keep us updated about the progress? Thank you so much

Hello,

The withdrawal was credited to the account, although it took many weeks and was a really difficult process.

Hei,

Nosto tuli tilille, vaikkakin kesti monta viikkoa ja oli todella hankala prosessi.

Dear Naichou, thank you for the update! I totally understand that having to wait for such a long time does not give you very good user experience and I am sorry for that.. on thy other hand, I'm so glad to hear that your money has arrived! I'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.