Spinoloco Casino - Player's withdrawal is delayed due to account proof requirements.

Good afternoon.

I need help. The casino Spinoloco does not accept the IBAN proof that the Santander Totta bank provides in PDF format. This is the first casino that doesn't accept this proof. They are asking for a bank statement with my name, address, and their transaction, but this doesn't prove the IBAN and involves disclosing all my account transactions, balance, credits, etc. This is unacceptable.

Dear Romsilva,

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.

Please understand sending a bank statement containing the information you refer to is nothing out of the ordinary.

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

• Do I understand correctly this issue seems to be the only obstacle in completing verification and withdrawing your winnings?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello.

Thank you for your time. I have obtained the necessary documentation for the casino and the case has been resolved. All in all, I'd like to thank you for your quick response.

Sincerely,

Romarico ****.

Dear Romsilva,

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, 

Tomas

Casino.Guru