Spins Of Glory Casino - Pelaajan vahvistus on viivästynyt.

I've been refused verification several times for no apparent reason.

I've already sent my electricity bill and it's always been refused, even though it's the original pdf that the company itself sends me. As I've been refused the electricity bill several times, I went to the tax office's website and got a proof of address, which was again refused for no apparent reason. I've tried contacting support several times. It's becoming an unpleasant situation that I hope will be resolved as soon as possible.

All the documents I have sent have been sent in pdf and are original documents as I have always sent them. I attach the documents I uploaded to the site and they were ALWAYS rejected.

já por várias vezes me recusaram a verificação sem qualquer tipo de motivo aparente . 

Já enviei a minha fatura da luz e sempre foi recusada, mesmo sendo o pdf original que a própria empresa me manda . Como me recusaram várias vezes a fatura da luz eu fui ao site das finanças e tirei um comprovativo de morada que mais uma vez foi recusado sem motivo aparente . Já tentei entrar em contacto com o suporte várias e várias vezes . Está se a tornar uma situação desagradável que eu espero que seja resolvida o mais rápido possível . 

Todos os documentos enviados foram enviados em pdf e são documentos originais como sempre enviei . Envio em anexo os documentos que carreguei no site e foram SEMPRE recusados 

Dear Lfmf99,

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that providing your utility bill is the only problem, please?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

So far, I've managed to make a small withdrawal without even needing a check. After the win I had when they asked for verification. The only document that seems to be missing is the proof of address, but I'm not surprised if they ask for other files later.

Yes, I provided all the documents the first minute they were requested and all in pdf format without any errors.

The verification started on 10/9/2025

Até agora , consegui fazer um pequeno levantamento sem sequer ser preciso a verificação. Depois do ganho que tive e que pediram a verificação. O único documento que aparentemente falta é o comprovativo de morada , mas não me surpreende que voltem a pedir outros ficheiros mais tarde .

sim eu forneci todos os documentos no primeiro minuto que foram pedidos e todos em formato pdf sem qualquer tipo de erro .

A verificação começou no dia 10/9/2025

Hello Lfmf99,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lfmf99,

thank you for your reply and patience.

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 Lfmf99,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru