HomeComplaintsSpinanga Casino - Player faces delayed verification process.

Spinanga Casino - Player faces delayed verification process.

Amount: €10,800

Spinanga Casino
Safety Index:Very high
Submitted: 19 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

5d 9h 0m 34s

Case summary

2 days ago

The player from Germany is struggling with verification at Spinanga Casino, as their account statement is repeatedly rejected without explanation. Attempts to resolve the issue through live chat are unsuccessful, and no email communication is received from the casino.

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2 weeks ago
Translation

Hello everyone.

Spinanga Casino rejects my account statement every time without any explanation. I've been trying for weeks to finally complete my verification, but it keeps getting rejected. The live chat is no help and claims they are not allowed to tell me why it's being rejected. The live chat says I should respond to the email, but Spinanga has never sent me an email. I'm completely at a loss, and I've seen that the casino has a good rating here. I hope someone can help me here.

Automatic translation:
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2 weeks ago

Dear Anika1988,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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 in advance for your reply. 

Best regards,

Dominika

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2 weeks ago
Translation

Hello, I have submitted the following documents.


passport

bank statement from my bank

facial scan completed

Picture of me with the casino site in the background.

Bank statement from my cryptowallet.


Everything is accepted except the bank statement from my crypto wallet. They just don't want to accept it even though I send exactly what is requested. It is always rejected without explanation and the live chat doesn't help me at all and says they are not allowed to tell me the reasons and that I should follow the instructions, but that is exactly what I have done several times.


I played with a bonus, wagered it and the balance is real money.

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2 weeks ago
Translation

The bank statement I uploaded contains the deposit to Spinanga, but they always reject it and tell me to upload a bank statement that contains the deposit...


I think they are not even looking at the document properly or want to delay it further

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1 week ago

Dear Anika1988, could you please send the bank statement to my email address (dominika.l@casino.guru)?

Do you want to withdraw your winnings using the same payment method you used for the deposit?

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1 week ago
Translation

Hello Dominika. I sent you the email with the bank statement.

Yes, I am trying to withdraw to the same address I deposited from.

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6 days ago

Thank you very much, Anika1988, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

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6 days ago

Dear Anika1988,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.


Dear Spinanga Casino,


Could you please provide clarification regarding this case?


Thank you in advance,


Mirka


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2 days ago

Dear Anika1988,


We would kindly request to provide us the requested crypto transaction history from 15.03.24 to 15.04.24, showing deposit to casino account in order to complete the verification as soon as possible.


Thank you in advance.


Kind Regards,

Spinanga Casino Team

Waiting for approval
Waiting for approval
2 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
18 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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