Vincispin Casino - Pelaajan kotiutus viivästyy ja tili on suljettu.

Hi. I would like to fail a complain with Vincispin Casino. I am a high roller player and created an account with them around 2-3 weeks ago. I made 2 or 3 deposits via Skrill and was lucky enough to win money both on Deposit (Real) Money and Bonus money (I did the full turnover and met the criteria for it 3x1,4 odd bets). At the beginning I successfully withdrew probably around 4-5k. I attached all the necessary documents. After probably there second successful withdrawal I made a bigger amount of money exactly 8462,82 zl and when I tried to withdraw I got a pop window asking for documents: Proof of Funds, Proof of Deposit, Bank Statement. Of course all of the documents were sent and even "ACCEPTED" but were not "verified" which is absolutely ridiculous! The statements clearly state and show my name, address, proof of address, email, skrill user ID and so on... And when I attached them and sent them in the casino along with its support chat stated "this is not what we need". They asked for the skrill statement showing DEPOSITS into the casino from the last month, I sent it in, got it "approved" but the still did not unsuspended my account. They also asked me some weird and private questions like who is my friend and what connection I have to him which is totally absurd and unprofessional. Please help me withdraw my money because I registered an account there based on their good reviews and was shocked that they are trying to scam me out of money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports only?
• Does the friend the casino asked you about also have an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Which documents have you been requested to submit most recently and when exactly did you submit them?

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

Best regards

Veronika

Hello Veronika,

Thank you for your response. Please find my answers to your questions below:

1.⁠ ⁠Types of games: I placed sports bets only. I can also provide the winning coupon as proof.

2.⁠ ⁠Friend's account: No, the friend the casino asked me about does not have an account at this casino and is not connected with any casinos whatsoever.

3.⁠ ⁠VPN usage: No, I have never used any VPN or IP-masking software while accessing the casino website.

4.⁠ ⁠Documents submitted: First I’ve verified my phone number and email address and submitted proof of identity, proof of address and proof of deposit. These documents got accepted and verified and afterwards they requested bank statements and proof of funds - which got also accepted but not verified. I’ve contacted their support chat and they told me I should wait for an email - after waiting for 3-4 days, they asked me all the questions from the attachment in my first message in this complaint and I’ve answered all of them. Then they said it’s fine and they will unsuspend my account but still nothing happened. I’ve contacted their support team again and they said I need to upload proof of funds, bank statement (which I’ve already uploaded and which got accepted) and answer the questions they have sent me (which I’ve already answered). In conclusion everything I’ve provided got accepted about 5-7 days ago but it’s not verified and I can not withdraw my money (their usual verification process takes up to 24h max.)

And every time I try to upload a bank statement or proof of funds once again, they reject it and tell me it’s not what they were asking for - even though it obviously is 

Additionally, I want to mention that the casino has accused me of editing or manipulating the documents I submitted, which is absolutely not true. The documents I provided are completely authentic and unaltered. This false accusation feels like yet another delay tactic to avoid paying out my legitimate winnings.

I hope this complaint can help resolve the situation fairly. I am happy to provide any further documentation or evidence if needed.

Best regards

Hello do you have any updates about my case?

Please forward me the most recent communications between you and the casino customer support regarding the verification of your account, along with the documents you sent them, to veronika.f@casino.guru. I appreciate your patience and cooperation.

I've sent you an email

Hello balazsnmth,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, do you have any updates on my case?

Hey, do you have some updates or can you help me with my case? I've sent everything over via email

Dear balazsnmth,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Hi balazsnmth,

Thank you for your patience, and I apologize for the delayed response.

I have reviewed the information you provided, and I would like to clarify a few important details related to the source of funds / AML checks.

Could you please kindly confirm:

• What exact amount did your friend send you?
• What was the amount of your next deposit to the casino after receiving these funds?

Additionally, I would like to kindly ask you to provide a bank statement (or relevant wallet statement) where these transactions are clearly visible (the incoming transfer from your friend and the subsequent deposit to the casino).

This will help us verify the flow of funds and better assess whether the casino’s requests are reasonable.

You can upload the document here or send it directly to petronela.k@casino.guru.

Thank you.

Thanks for the response! My friend sent me 5,216.00 pln and my next deposit was 2,000 pln. I'm sending you the bank statements via email

Hi balazsnmth,

Thank you for your reply and for providing the additional details.

I need to be fully transparent with you — based on the information you’ve shared so far, the situation unfortunately does not look very favorable from an AML (Anti-Money Laundering) perspective.

From what I can see, it appears that the funds you received from your friend were followed quite closely by a deposit into the casino. This may raise concerns on the casino’s side, as operators are required to ensure that players are gambling strictly with their own funds, and not with money received from third parties.

I completely understand that this might have been an innocent situation from your point of view. However, casinos are often very strict in these matters, and such patterns can trigger additional verification or even account restrictions.

I would like to kindly ask you one more thing, although I fully acknowledge that this is a sensitive question:

Would you be able to provide any proof of your own source of income (for example salary statements, employment confirmation, or similar)? This could help demonstrate that you are financially independent and not relying on third-party funds for gambling.

If you feel more comfortable, you can send any such documents directly to my email at petronela.k@casino.guru.

Thank you for your understanding and cooperation. I appreciate that these questions are personal, but they are important for us to be able to assess your case fairly.

Thank you for the response. I've sent you the documents via email! I hope you can help me with that and find a way to prove the casino that its actually the money I borrowed my friend a while ago

Hi balazsnmth,

Thank you for your clarification.

Just to make sure I understand correctly, please confirm the following summary:

• You received salary payments on your Revolut account on 27.01.2026 and 13.02.2026
• Your friend sent you 5,216 PLN on 23.02.2026 (to Skrill)
• Your next deposit to the casino was 2,000 PLN on 24.02.2026
• Your friend does not have an account with this casino

Please confirm that this is accurate.

I also want to be fully transparent with you — this remains a challenging situation from an AML perspective.

While you mentioned that the January and February payments were your salary, the documents provided unfortunately still raise some concerns:

• The payslips do not appear to be official or verifiable employment documents (they lack standard elements typically required for formal proof of income)
• There is no clear transaction link between your Revolut account (where the salary is received) and the Skrill account used for casino deposits
• The transfer from your friend happened very shortly before your casino deposit, which may still appear as third-party funding from the casino’s perspective

Because of this, it is still difficult to conclusively demonstrate that:

• the funds sent by your friend were your own money being returned, and
• not funds intended to be used for gambling on your behalf

I understand your explanation, and I’m not saying that your version is incorrect. However, casinos are required to rely on clear, traceable, and verifiable financial documentation, and at the moment, this connection is not sufficiently supported.

👉 The main issue is that with this type of documentation and employment setup, it becomes very difficult to prove the origin of funds in a way that satisfies AML requirements.

If you have any additional documents that could help strengthen your case, such as:

• official employment contract
• more formal payslips
• a clearer transaction trail showing movement of your own funds
• or proof that the money sent by your friend originally came from you

please feel free to share them.

Otherwise, I want to be honest with you that, based on the current evidence, this case may be very difficult to successfully challenge.

Thank you for your understanding and cooperation.