SpinsBro Casino - Player's account issues block withdrawal.

I have a few issues here the casino is blocking me from correcting my address and my typo on my birthday I have reached out to support given many documents to prove my address my birth date and their kyc team is ignoring me.I have nearly seven thousand NZD I want to withdraw I deposited considerable amounts to them without no problems but now I want something back these people are olaying the old games.u have my ID BRO u know who I am u know where I live have all of it yet you won't veeify me on person.Also I noticed sone strange things on their site they reset my VIP STATUS COMPLETELY the first time I won big to limit my withdrawal amount and thevwexond time I won big they turned it off as I was betting 50$ bets for a long time and it never moved from 6% so clearly there vip system is full of crap and not valid also games were ctashig at optimum times with system glitch messages you know all the old sad tricks then when u reset them they never paid for eons suggesting to me these people are using RTP MANIPULATION AND RNG MANIPULATION.I have footage via screenshot of crashes and also after winning big and playing for ages my VIP statuses unmoved and All the crap talk from customer support sending u here sending u there which I did plus ten back flips through a flaming hoop.I just want my real VIP STATUS LEVEL AND WOTHDRAWL AMOUNT RAISED AND TO GET Y MONEY TO MY BANK AS I DEOSITED THROUGH MY BANK.

Dear Tappychappy9,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with the casino’s verification process, withdrawal limits, and VIP status. To gain a better understanding of your situation and provide the most effective assistance, could you please answer a few additional questions?

• Could you clarify the specific issues you encountered with your address and birthdate on your account? Were these details initially entered incorrectly when you registered, or did they change after registration?
• Have you received any recent communication from the casino’s KYC team or customer support regarding the status of your verification? If so, could you share the details or any messages that explain why your verification has not been approved?
• Regarding your withdrawal, have you successfully withdrawn any winnings from this casino in the past? If so, could you provide some information about those withdrawals, including the dates and amounts?
• Additionally, could you provide details on the glitches or issues with the games? Specifically, do you remember which games crashed or presented errors, and if you reported these to the casino’s support team?

Please feel free to forward any relevant communication or screenshots to petronela.k@casino.guru if you believe it may be helpful for us to review.

Your cooperation is essential in helping us proceed with your case. Without your input and these details, we won’t be able to effectively address the situation or advocate on your behalf.

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,

Petronela

Hi thank you for ur response I believe google entered my address by automatic data incorrectly and I typod my birthdate incorrectly on the day that is so I put 13th instead of 15th I then could not get verified as they didn't allow me to change this nor did they respond through customer support they just kept saying email kyc which I did and they have now responded saying I am verified the games were global games titles and they were the old school system generated messages saying I got disconnected with a number next to the message.the vip status was definitely reset when I won 6000 the first time taking my vip status back to zero and the second time I won big it was completely stopped and didn't accrue any increase this is completely unacceptable support said it is sometimes delayed or may have a problem how convenient I should definitely be on level 3 yet I'm only able to withdraw 650 euros I'm seeking your help to be able to withdraw my funds for this as it's not on.

Player's additional comments:

I have received an email saying I have been verified finally.funny that thanks casino guru 

Thank you, Tappychappy9, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Hi there no it's not completely resolved as I am sure that Spinsbro has severely doctored my vip status and hampered my ability to withdraw a sufficient or the real amount I should be able to.

I'll tell u today I was betting 40$ bets 20$ bets for a substantial amount of time like the other days when I won and was betting 50$ bets 30$ bets and yet my vip needle has only inched up minimally also I asked support to send my game logs/bet history via email they were complete mockery saying u could email KYC again... the customer support is pathetic and goading and clearly not doing what they should by their customers so I would like help to get my vip figures and betting logs information and get the correct vip status also I have been given the green light to withdraw with Skrill which I did and the withdraw is still pending why? Skrill is swift these guys are playing games and I want people to know what they are doing .

P.S I checked my game logs and could not find any of my gaming history which contained the high bets on those three four occassions.This is serious misconduct and I think they should pay me my money in full and stop cheating with a fake misleading VIP SYSTEM.

CURACAO'S CASINOS HAVE BEEN ROGUE FOR TO LONG AND UNLESS WE MAKE AN EXAMPLE OF THEM AND FULLY EXPOSE THEM THIS BEHAVIOUR WILL CONTINUE. I THANK U FOR UR SUPPORT AND IF I RECEIVE MY MONEY I AM MORE THAN HAPPY TO DONATE TO CASINO GURU FOR YOUR EXCELLENT WORKS.GRATITUDE.

More dodgy glitch outs whilst trying to load or play games on Spinsbro also how a player who has been betting 20$ 30$ 40$ 50$ consistently for days can only be on 21% infuriates me they have been doctoring my vip status for sure iv bet easily tens and tens of thousands of bets and I knew w I should be higher I DEFINITELY KNOW THEY FULLY RESET MY WHOLE VIP STATUS TO ZERO WHICH IS DISGUSTING WATS UP SPINSBRO DONT WANT TO PAY PEOPLE YET U TAKE FROM INNOCENT PEOPLE WITH EASE

Dear player and guru administration

We have reviewed your situation and can say the following:

Unfortunately, the data after registration cannot be changed , but it could only if there is a good reason for it

When registering, you indicate your real data to fill out your account after which you cannot change the data, but we, for our part, added to the existing information during your registration, the data that is considered real (according to you) and verified your account with the correct data

Your VIP level improves for real bets and as much as you gain experience - it is written in the rules and conditions of the VIP levels of our casino, your VIP level is automatically saved in your account immediately after your bets are made and your withdrawal limits are increased in the same way

We also checked the games in which you sent screenshots about errors, and we did not find any problems

We advise you to check your Internet connection and possibly VPN services, if you use them

Thank you for understanding

Sincerely, Spinsbro casino

Hi Tappychappy9,

Thank you for reaching out. We understand your concerns regarding the VIP program at the casino. However, please note that Casino.Guru does not handle complaints related to VIP levels or loyalty programs, as each casino sets its own rules and criteria for these, including how perks are earned and what benefits are provided. The decision to grant VIP status and rewards lies entirely with the casino, and we are unable to intervene in these cases.

That said, if you have any active balance being withheld or if there is a pending withdrawal that hasn’t been processed, please let us know the details and how long it has been delayed.

We’d be happy to look into any unresolved payment issues.

Dear Tappychappy9,

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.

Hi Tappychappy9,

Thank you for your patience. We are glad to hear that the verification issue has been resolved. As previously mentioned, Casino.Guru is unable to intervene in VIP program-related matters, as these are managed solely by the casino. However, if you encounter any issues with an active balance, withheld funds, or a pending withdrawal, please don't hesitate to reach out with the details, and we will be happy to assist you in resolving any payment-related concerns.

For now, we will be closing your complaint as resolved. Should any further issues arise, feel free to contact us.

Best regards,

Petronela

Casino.Guru