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Dear Timoni,

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

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 Timoni,

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.

Hello Attila,

Unfortunately, there's no news regarding my case. I uploaded the deposit receipts via email and was told to upload them to the casino. After that, the receipts were rejected, and they demanded things that aren't possible with crypto, since crypto is anonymous.

Hallo Attila,

leider gibt es zu meinem fall keine neuigkeiten. Per email habe ich die einzahlungsnachweise hochgeladen und mir wurde gesagt das ich die Einzahlungsnachweiseaim casino hochladen soll. Dannach wurden die nachweise abgelehnt und die verlagen sachen die beim krypto nicht möglich sind, da krypto anonym ist

Dear Timoni, thank you for the information. Have you received any information from the casino as to why the documents were rejected?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hello Attila, unfortunately the information was often rejected because "the proof of deposit 2025-10-06 14:50:57 29.99 EUR has to have your name, transaction sum, receiver's name, transaction ID, time and date", which I don't understand because with crypto names cannot be displayed, only the transaction ID and date and time and "Please provide us with screenshots taken from the exchange platform used for depositing." which I also don't understand because I also sent the platform I used.

Hallo Attila leider wurde die informationen oftmals wegen "the proof of deposit 2025-10-06 14:50:57 29.99 EUR has to have your name, transaction sum, receiver's name, transaction ID, time and date" abgelehnt was ich nicht verstehe weil bei krypto keine namen angezeigt werden kann sondern nur die transaktions ID und datum und zeit und "Please provide us with screenshots taken from the exchange platform used for depositing." was ich auch nicht verstehe weil ich die platform die ich benutzt habe auchgesendet habe.

Dear Timoni, thank you for the information. Have you tried contacting the customer support in relation to this issue? If so, could you please share your communication?

Thank you in advance for your cooperation.

Hallo Attila,

Ja ich habe den support Kontaktiert und habe sowas als antwort bekommen:

"Hello, Tim!

We are contacting you regarding your previous inquiry.

Kindly provide proof of the following deposits made on 2025-10-06 at 14:50:57 (29.99 EUR) and 2025-10-06 at 14:00:50 (21.05 EUR).

The proof must clearly show the following details:

Transaction hash

Transaction amount

Sender and recipient address

Date and time of the transaction

Please ensure that all information is visible on the document or screenshot before uploading it.

If you have any further questions, feel free to reach out to us via live chat or email.

Regards,

Lorry,

Casino Support Team"

Was total kein sinn ergibt, da ich schon davor die folgenden screenshots mit´zugesendet habe und die es abgelehnt haben

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@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.

Hello Attila,

Yes, I did. Yesterday, two deposit slips were approved, but strangely enough, my bank statement isn't.

Hallo Attila,

Ja das habe ich. Gestern wurden auch 2 Einzahlungsnachweise genehmigt aber komischerweise wird mein Kontoauszug nicht genehmigt.

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 Timoni,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Vincispin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Vincispin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Timoni,

We would like to inform you that the two proofs of deposit have been accepted. However, we still require proof of ownership for your cryptocurrency account.

Proof of ownership can be provided in the form of a screenshot from your cryptocurrency wallet application showing the wallet address used for deposits at our casino. The screenshot should also display the account holder’s name and, if available, their address and phone number.

If you are unable to obtain such a document, please contact the support team of your cryptocurrency wallet for assistance.

Once you have the required document, please upload it to your profile on the casino website so that our team can review it and complete the verification process.

Thank you for your understanding and cooperation.

Best regards,

Vincispin Casino

Hello Vincispin,

I have already uploaded proof showing my name and address. However, they rejected it even though I repeatedly stated that it is not possible to display my address or phone number on my wallet (Exodus).

Hallo Vincispin,

Ich habe bereits ein nachweis hochgeladen der meinen namen sowie meine adresse zeigt. Jedoch haben sie es abgelehnt owbwohl ich mehrmals erwähnt habe das es auf mein wallet (exodus) nicht möglich ist die adresse oder telefonnummer anzuzeigen.!

Hello Vincispin Casino Representative, hello Timoni,

Thank you both for your clarifications and your prompt responses.

Given that the Exodus wallet cannot display the account holder’s address or phone number, could you please clarify which alternative forms of proof would be acceptable to verify the ownership of the player’s crypto wallet?

This information would greatly help in determining how the player can proceed with the verification process.

Thank you in advance for your cooperation.

Dear Timoni,

In this case, please provide a screenshot from your wallet showing your wallet address.  

Please note that Exodus offers this option. To assist you further, the page displaying your wallet address also includes a QR code, and the full address is shown below it.  

If you have any further questions or require assistance, please let us know.

Best regards,

Vincispin Casino

Hello everyone,

Thank you casino representative for the update, and for explaining the next steps.

Timoni – could you please let us know if you were able to follow the instructions provided by the casino?

Thank you for your cooperation.

Hello,

I followed the instructions, however this proof was also rejected.

Hallo,

Ich habe die Anweisung befolgt jedoch wurde dieser Nachweis auch abgelehnt

Hello Timoni,

Thank you for your update. To help you further, could you please send me the exact screenshot from your Exodus wallet that you submitted to the casino for verification? This will allow me to understand why it was rejected and figure out the next steps.

I appreciate your cooperation and look forward to your reply.

Hello Samuel,

I submitted this screenshot of my wallet for verification.

Hallo Samuel,

ich habe diesen Screenshot meiner wallet zur verifizierung vorgelegt

Hello everyone,

Thank you, Timoni, for providing the screenshot from your Exodus wallet. From what I can see, the image clearly includes both the wallet address and the QR code, which appear to meet the requirements mentioned earlier by the casino.

I would therefore like to kindly ask the casino representative to review this again and clarify what specific issue prevents the verification of this wallet screenshot, or if any additional information is still needed from the player.

Thank you for your cooperation and clarification.

Dear Timoni,

Thank you for providing the requested screenshot. We would like to inform you that your documents have been accepted.  

We kindly ask you to submit a withdrawal request for your available balance. Please note that processing may take up to 24 hours on our side. Once completed, it may take up to 3 hours for the funds to reach your wallet.  

If you have any additional questions or require further assistance, please do not hesitate to contact us.  

Best regards,

Vincispin Casino

Hello, unfortunately, it is still not possible to request a payout.

Hallo leider ist eine auszahlung immernoch nicht beantragbar

Dear Timoni,

We have resolved the technical issue preventing your withdrawal. You should be able to put your request now.

If you still face an issue, please let us know.

Best regards,

Vincispin Casino

Hello everyone,

I would first like to thank the casino representative for the prompt communication and for providing clear and helpful updates throughout the process. Your cooperation is appreciated.

Timoni could you please confirm whether the information provided by the casino is accurate on your end? In particular, are you now able to submit your withdrawal request as indicated? An update from you would be very helpful.

Once we have your confirmation, I will be able to proceed accordingly and close the complaint if everything has indeed been resolved.

Thank you, and I look forward to your response.

Hello,

Yes, I hereby confirm that the information provided is correct and that I have received my payment.

Hallo,

Ja ich bestätige hiermit das die bereitgestellten infortmationen korrekt sind und ich meine auszahlung erhalten habe

Dear Timoni,

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,

Samuel

Casino Guru