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ola, i hope everything is ok, i'm having this delay of almost 1 month in the withdrawal, after 14 days of delay, the documents were requested on the website, first they made it difficult with the identification document, my passport, but it didn't take long and they already accepted, now the problem is with the proof of address, i have already sent 6 valid proofs and on time and all denied, I sent my rental contract, my home internet bill for the previous month, I went to the tax office, I queued for 3 hours, I was late for work which cost me a discount on my salary, to get an official Portuguese proof of address with the signature of the director of the sector, This proof is valid anywhere in Europe, I sent a statement from my landlord signed by him who is a judge, confirming my address, a statement signed by my work lawyer, confirming my legal address in the country and my work, yet with all these valid and legal proofs, all are refused, and they keep asking me for water or electricity bills, none of these 2 are in my name, it's in my girlfriend's name, because if I change it to mine it will take another 1 month for a bill to arrive in my name, then it will be another 1 month, totaling 2 months of delay for a problem that is theirs, because I sent 6 types of proof that are legal and valid throughout Europe!

ola, espero que esteja tudo bem, estou com esse atraso de quase 1 mês no levantamento, após 14 dias de atraso, foi solicitado no site os documentos, primeiro dificultaram com o documento de identificação o meu passaporte, mas não demorou e já aceitaram, agora o problema está sendo no comprovativo de morada, já mandei 6 comprovativos válidos e no prazo e todos negados, mandei o meu contrato de arrendamento, conta de internet residencial do mês anterior, fui a o departamento das finanças peguei uma fila de 3 horas, me atrasei pro meu trabalho que isso me teve um custo de desconto no meu ordenado, pra conseguir um comprovativo de morada oficial português com a assinatura da diretoria do setor, esse comprovativo é válido em qualquer lugar da Europa, mandei uma declaração do meu senhorio assinada por ele que é juiz, confirmando a minha morada, uma declaração assinada pelo advogado do meu trabalho, confirmando a morada legal no país e do meu trabalho, ainda sim com todos esse comprovativos válidos e legais, todos são recusados, sendo que são documentos que eles mesmo pedem no site e ficam me pedindo conta de água ou luz, nenhum desses 2 estão no meu nome, está no nome da minha namorada, porque eu eu for trocar pro meu vai demorar mais 1 mês pra chegar uma fatura no meu nome daí vai ser mais 1 mês totalizando 2 meses de atraso por um problema que é deles, pois mandei 6 tipos de comprovação legal e válida em todo território Europeu!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrollz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that all of the documents you submitted have the address that is identical to the information you entered in your player's profile?
• Do I understand correctly that the casino didn't accept the documents, because they want only a utility bill from you?
• Have you explained to the casino support the limitation you are facing regarding the documents they require? Have you received an adequate response?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

hello, thank you very much for the feedback, by email they always answer the same thing, on the website the address is correct except for one letter that is wrong, but I informed the chat that it seems that it is an AI answering, but in the email, they only answer me the same thing, they ask me to wait for them to analyze the document on the website, and today after 7 days of analyzing the proof of address and the identity document already approved, I've already explained once that I don't have a Portuguese document, because AIMA, the agency responsible for generating the document, is having absurd delays in delivering residence permits, and I've sent them a photo of my passport, and all the proofs of legal address, such as a work contract, a statement from a lawyer, verifying my contract as the effective head of the company! So they are really making fun of my case and don't want to pay me, and in an email reply, I was told that my Brazilian passport would be valid, because I play in several casinos and I can withdraw with all these documents and I really don't know how difficult it is for Spinrollz to accept the documents for payment! The image with the confirmed proof of identity has been approved for about 2 weeks and today they're asking for it again, so they're going to refuse once more, and then ask for proof of address again. It's really difficult.

ola, muito obrigado pelo retorno, pelo email eles sempre respondem a mesma coisa, no site o endereço está correto a não ser por uma letra que está errada, mas informei ao chat que parece que é uma IA respondendo, mas no email, só me respondem as mesma coisa, pedem pra eu esperar eles analisarem o documento no site, e hoje após 7 dias de análise do comprovativo de morada e o documento de identidade já aprovado, agora estão pedindo novamente o documento de identificação e sumiu com a opção de comprovação de morada, já expliquei uma vez que não tenho documento português, pois a AIMA, o órgão responsável por gerar o documento está com atrasos absurdos na entregas dos títulos de residência, e mandei a foto do meu passaporte, e todos os comprovativos de morada legal, como contrato de trabalho, declaração de um advogado, constatando o meu contrato como chefe efetivo da empresa! Então eles realmente então fazendo graça com meu caso e não querem me pagar, sendo que em resposta por email, foi informado que o meu passaporte brasileiro seria válido, pois jogo em vários cassinos e todos consigo levantar com todos esses meus documentos e realmente não sei qual dificuldade da Spinrollz em fazer o aceite dos documentos pra pagamento! A imagem onde tem comprovativo de identidade confirmado, já tem umas 2 semanas que está aprovado e hoje estão pedindo novamente, aí vão recusar por mais uma vez, pra depois pedir novamente um comprovativo de morada. Tá realmente difícil.

I'm sending this message again, but now in a simpler and easier to understand way. The images and proofs from the previous message are still valid and are the same.

The problem is this:

I have already sent my documents to the Spinrollz website several times. The identity document (my Brazilian passport) was approved more than two weeks ago, but now the system has asked for the same document again and removed the option to send proof of address.

I've already explained that I don't have a Portuguese document, as I've been in Portugal for 3 years, with a rental contract, NIF, NISS, Santander bank account, a permanent contract as a store manager and a declaration of address registered with the tax office.

My situation in the country is 100% legal and proven, I just haven't received my residence permit yet because of the high demand and delays from AIMA, the agency responsible for issuing these documents.

In addition, I have also sent:

Residential internet bill in my name

Declaration from the tax office, containing my full name, NIF and address, an official document valid throughout Portuguese territory

Brazilian passport

Effective employment contract

Lawyer's statement confirming employment and address

Even with all this, Spinrollz keeps asking for the same documents and just tells me to "wait for the analysis", without solving the problem.

I already play at other casinos and they all accept these same documents without difficulty, so I believe Spinrollz is making the process difficult and preventing payment unfairly.

I ask for the help of Casino Guru to mediate the case and ensure that the casino accepts my valid documents and releases the withdrawal.

Thank you for your attention,

Daniel

This photo of the email, after receiving it, started to appear like this on the site, that the proof of identity was accepted and the address was under analysis, after I sent all the proofs requested by him for more than 2 weeks denying without any explanation, they came again to ask for proof of identity, it really is difficult to understand!

Estou enviando esta mensagem novamente, mas agora de forma mais simples e de mais fácil entendimento. As imagens e comprovativos da mensagem anterior continuam válidos e são os mesmos.

O problema é o seguinte:

Já enviei meus documentos para o site Spinrollz várias vezes. O documento de identidade (meu passaporte brasileiro) foi aprovado há mais de duas semanas, mas agora o sistema pediu o mesmo documento novamente e removeu a opção de enviar o comprovativo de morada.

Já expliquei que não tenho documento português, pois estou em Portugal há 3 anos, com contrato de arrendamento, NIF, NISS, conta bancária no Santander, contrato efetivo como chefe de loja e declaração de morada registrada nas Finanças.

Minha situação no país é 100% legal e comprovada, apenas ainda não recebi o título de residência por causa da alta demanda e atrasos da AIMA, órgão responsável pela emissão desses documentos.

Além disso, também enviei:

Conta de internet residencial no meu nome

Declaração das Finanças, contendo meu nome completo, NIF e morada, documento oficial e válido em todo o território português

Passaporte brasileiro

Contrato de trabalho efetivo

Declaração de advogado confirmando vínculo e morada

Mesmo com tudo isso, a Spinrollz continua pedindo os mesmos documentos e apenas responde para eu "aguardar a análise", sem resolver o problema.

Já jogo em outros cassinos e todos aceitam esses mesmos documentos sem dificuldade, então acredito que a Spinrollz está dificultando o processo e impedindo o pagamento de forma injusta.

Peço a ajuda do Cassino Guru para intermediar o caso e garantir que o cassino aceite meus documentos válidos e libere o saque.

Obrigado pela atenção,

Daniel

Essa foto do email, após receber ela, começou a aparecer assim no site, que ó comprovativo de identidade foi aceito e o de endereço estava em análise, depois de eu enviar todos os comprovantes solicitados por ele por mais de 2 semanas negando sem nenhuma explicação, vieram novamente pedir o comprovativo de identidade, realmente tá difícil de entender!

As I said in the message above, they had already accepted my Brazilian passport, now they are asking for my residence permit, and due to the delay by AIMA, it could take more than a year to receive it, and I will have this money stuck on the platform for more than a year, my wife has been waiting for 9 months and it still hasn't been delivered. This was the email I received on October 21, informing me of the approval

, and this received today, and my document (Brazilian passport) was refused. Help me, this is very unfair! I play in 6 other casinos and have never had this problem.

Como mandei na mensagem acima, eles já tinha aceitado o meu passaporte brasileiro, agora estão solicitando o título de residência, sendo que pelo atraso da AIMA, posso demorar mais de 1 ano pra receber, e vou ficar com esse dinheiro preso na plataforma a mais de 1 ano, minha esposa, já tem 9 meses esperando e ainda não foi entregue. Esse foi o email recebido no dia 21/outubro, informando a aprovação

, e esse recebido hoje, sendo recusado o meu documento ( passaporte brasileiro). Me ajudem, muita injustiça isso! Jogo em 6 outras casas de cassino e nunca tive esse problema.

Dear Chaves

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.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). 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,

Tomas

Okay, just to add to that! Today they blocked my account, I can't access the platform.

Ok, só pra acrescentar ainda mais! Hoje eles bloquearam a minha conta, não consigo acessar a plataforma.

Dear Chaves,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Spinrollz 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 withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Dear Chavez,

Thank you for your message.

After checking with our KYC department, we would like to inform you that the account was registered in Portugal, while the identification document you submitted was issued in Brazil.

To proceed with the verification, our team kindly requires a valid identification document issued in Portugal (for example, a Portuguese ID card, residence permit, or other official proof of identity). This is necessary to confirm that the account registration details match your location at the time of registration.

Please note that your account remains open while we await the required documentation. Once the correct document is received, the verification will be completed as soon as possible.

Thank you for your cooperation on the matter.

Kind regards,

Spinrollz Casino Team

But via email, you informed me that my Brazilian passport would be accepted, because AIMA has a huge delay and people have been waiting for more than 5 years, mine may take more than a year and I will not be able to use the account for more than a year and you will end up deleting my account! I sent valid Portuguese proof of address documents, and I'm taking legal action against AIMA, due to the delay, doesn't this document from the lawyer help in this situation? Because I play in more than 15 casinos in Europe and I have never had this problem with withdrawals as I am having with you!

Mas via email, vocês mesmo informaram que o meu passaporte Brasileiro seria aceito, pois como a AIMA, está com atraso enorme e pessoas esperando a mais de 5 anos, o meu pode demorar mais de 1 ano ainda e vou ficar sem usar a conta a mais de 1 ano e vocês vão acabar apagando a minha conta! Eu mande documentos de comprovativo de morada Português válido, e estou com ação judicial contra a AIMA, devido ao atraso, esse documento do advogado não ajuda nessa situação? Pois como jogo em mais de 15 cassinos na Europa e nunca tive esse problema de levantanto como estou tendo com vocês!

Dear Chaves,

We kindly inform you that the relevant team is checking your request and we will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

Spinrollz casino team

I am grateful for your attention in trying to help in this situation, because as I explained above I have a lawsuit against AIMA, the body that issues the residence permit more than 3 years late, and it may take another year or even longer, as it took my sister-in-law 5 years to get hers, and I am in this situation, I am at a total loss! I hope we can resolve this in the best possible way, and I can provide all the documents, a bank statement in my name from a Portuguese bank, an employment contract, even the proof of legal address generated by the official Portuguese agency! But as proof of identity as I explained, due to the delay, at the moment I have my passport from Brazil and if I don't log in for more than 60 days, you can delete my account and I'll be at a total loss in this situation!

I hope we can resolve this situation in the best possible way.

Fico agradecido pela atenção de tentar ajudar nessa situação, pois como expliquei acima estou com ação judicial contra a AIMA, o órgão que emite o título de residência a mais de 3 anos de atraso, e possa ser que demora mais 1 ano ou até mais, pois a minha cunhada demorou 5 anos pra conseguir o dela, e eu ficando nessa situação, fico no total prejuízo! Espero que possamos resolver da melhor forma, e consigo disponibilizar todos os documentos, extrato bancário no meu nome num banco português, contrato de trabalho, até mesmo o comprovativo de morada legal gerado pelo órgão oficial português! Mas como comprovativo de identidade como expliquei, devido ao atraso, de momento tenho o meu passaporte do Brasil e se eu ficar mais de 60 dias sem entrar na plataforma, vocês podem apagar a minha conta e eu saio no total prejuízo nessa situação!

espero que consigamos resolver essa situação da melhor forma.

Dear Chavez,

Thank you for your response.

We have consulted once again with our KYC Department, and we would like to clarify that it is mandatory to provide a valid identification document issued in Portugal in order to complete your account verification.

As the account was registered from Portugal, our verification procedures require that the identity document matches the country of registration. Therefore, only an official Portuguese document—such as a Portuguese ID card, residence permit, or any other valid Portuguese-issued identification—can be accepted.

As soon as the correct Portuguese ID is provided, our team will complete the verification process without delay.

Thank you for your understanding and cooperation.

Kind regards,

Spinrollz Casino Team

Since my access to the site is blocked, because it says it's under analysis, I ask that the account not be blocked for inactivity, because I can't open the account! I'll send you an official document, see if it's valid.

Já que o meu acesso no site está bloqueado, pois diz que está em analise, peço que não seja bloqueada a conta por inatividade, pois eu não consigo abrir a conta! Vou mandar por aqui um documento oficial, vê se esse é válido.

Dear Chaves,

could you also please upload the back of your ID for further verification, as well as your residence permit, if you have one?

This is my vehicle's document, issued by the Portuguese government! As informed above, due to the delay of AIMA, to deliver the documents, I have a lawsuit in progress due to this delay, and as this may take more than 1 year yet, I am afraid of the Casino blocking my account for inactivity, so this is a document issued by the Portuguese government, in case this document can be accepted!

Esse documento é o do meu veículo, é um documento emitido pelo governo português! Como informado acima, devido ao atraso da AIMA, a entregar os documentos, estou com uma ação judicial em andamento devido a esse atraso, e como isso pode demorar mais de 1 ano ainda, receio o medo do Casino bloquear a minha conta por inatividade, então esse é um documento emitido pelo governo português, caso esse documento possa ser aceito!

Dear Chaves,

Thank you for your update and for providing the document.

We have forwarded your case and the submitted documentation to our KYC Department for further review. At this stage, we kindly ask for a little patience while the responsible team evaluates the information you provided.

Please rest assured that we will get back to you as soon as we receive an update from the KYC team.

Thank you for your cooperation and understanding.

Kind regards,

Spinrollz Casino Team

Dear Chavez,

Thank you for your patience.

After reviewing the information provided by our KYC team, we would like to clarify that we require a Portuguese ID for your verification. Since your account is registered in Portugal, submitting a valid Portuguese identification document is mandatory for us to complete the verification process.

This requirement applies to all our clients whose accounts are registered in Portugal, in full compliance with regulatory and security standards.

Once the requested document is provided, our team will proceed with the verification as quickly as possible.

If you need any assistance, please feel free to contact us.

Thank you for your understanding.

Best regards,

Spinrollz Casino Team

As I said before, this is a Portuguese document in my name! It's not an identification document, but it's my motorcycle's document in my name, and my residence permit document may take a year or more, so I'm going to be at a huge loss with all of this!

Como dito anteriormente esse é um documento português no meu nome! Não é de identificação, mas é o documento da minha moto no meu nome, e o meu documento o título de residência pode demorar ainda 1 ano ou mais, com isso vou sair num prejuízo enorme com tudo isso!

Dear Chavez,

Thank you for your response.

Please, kindly note that the relevant team is looking at your request and we will have updates for you very soon.

Thank you so much for your patience and understanding.

Best regards,

Spinrollz team

Dear Chaves,

Thank you so much for waiting.

We would like to inform you that your matter is still being checked from the relevant team in order to try to find a solution as soon as possible.

Thank you so much for your understanding.

Best regards,

Spinrollz team

Thank you very much, I really hope we can resolve this whole situation!

As I said, I can send you my bank statement from a Portuguese bank, my rental agreement, my employment contract, my contract with my lawyer due to AIMA's delay in delivering my card, because unfortunately this is a deficiency in the country, and I and more than 200,000 people are experiencing the same problem.

I really hope that we can resolve this as soon as possible!

Muito obrigado, espero que realmente possamos conseguir resolver toda essa situação!

como falei, posso mandar o meu extrato bancário num banco português, meu contrato de arrendamento, meu contrato de trabalho, o meu contrato com a minha advogado devido ao atraso da AIMA na entrega do meu cartão, pois infelizmente isso é uma deficiência do País, e eu e mais de 200 mil pessoas estamos passando pelo mesmo problema.

espero de verdade que nós consigamos resolver o mais breve possível!