AllSpins Casino - El proceso de verificación del jugador está retrasado y no es claro.

After I provided all the required documents—including my ID, a selfie with my ID, a bank statement to confirm my address, and a selfie with my ID in front of my account open on my laptop—the casino then started requesting a video with the following requirements:

  "Video recording of the screen of your device with a cryptocurrency wallet:

  *Please note, the video must include the name of the cryptocurrency wallet owner, information about the transaction (deposit) you made to the casino (address), and the address of the cryptocurrency wallet you used to request a withdrawal."

I submitted a video clearly showing all of the requested details. I can also share this video with you if needed.

However, the casino keeps sending me the exact same request repeatedly without offering any explanation. My "battle" with them has been going on for over 20 days. The casino’s behavior is extremely suspicious and disrespectful.

Please help me demand an explanation from them.

Hello,

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 takes 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?
• Do I understand correctly that the requested video seems to be the only issue?
• Could you please provide the exact date of your initial verification request?
• Did you accumulate your winnings with the help of bonus, please?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Please provide me with your email address so I can send you all the details.

I submitted the following documents to the casino:

  Photos of my ID (front and back)

  A photo of my bank statement showing my address

  A selfie holding my ID

  A screenshot of my crypto deposit to the casino

  The transaction hash number

  Two videos recorded on my phone showing my crypto app (Trust Wallet). In the videos, I clearly show and explain all details of my deposit to the casino, including the main page with my personal information.

On 18 June 2025, I provided all these documents and my account was verified. However, they later suddenly refused to accept my bank statement and requested another document to verify my address, which I then provided and they accepted.

Several days after that, they began asking for the videos, which I also submitted.

In my view, it’s clear the casino is deliberately making it difficult to pay me.

Also, yes—I played using a bonus and fully completed all the wagering requirements

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include your KYC documents as well as video recording.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

The casino closed my account because I can't speak English. I studied a completely different language at school. Where in the casino rules does it say that I have to speak English? On what grounds did the casino confiscate my money and close my account?

Hello,

thank you for the message.

Have you sent the communications with casino, please? I was unable to locate it. Could you kindly resend it once again to katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Hello Katarina, I just sent you my correspondence with the casino.

Hello. Is there any updates?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 nayyisa39348, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the issues with the KYC procedure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of AllSpins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request and KYC procedure is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

The casino is essentially denying the right to receive winnings to those who cannot speak fluent English. Let them show where in their rules this is written.

Dear CasinoGuru Team and nayyisa39348,

Thank you for bringing this matter to our attention.

We wish to clarify that the actions taken in this case were the direct result of breaches of both our Bonus Terms and our General Terms & Conditions, which are accepted by all players upon registration. These rules are clearly stated and applied consistently to ensure fairness and protect the integrity of our platform.

Our review of the player’s activity identified behaviour that fell outside the permitted use of bonuses and promotions. In addition, we found non-compliance with the account verification requirements outlined in our General Terms & Conditions. Both issues constitute clear breaches that warrant the measures applied, including the adjustment of balances where applicable.

We’re more than happy to cooperate fully and respectfully with your team throughout the review process.

Thank you again for the opportunity to clarify and resolve this matter together.

Kind regards,

AllSpins Casino Team

Dear AllSpins Casino Team, could you please e-mail me evidence regarding the T&C as well as KYC breach to matej.l@casino.guru so I can have a quick look? Thank you very much.

I played only one slot at the casino. The slot was not restricted for bonus playing. My bet was within limit allowed for playing with the bonus. I made about 1200 in wagering when I decided to cancel the bonus (all my gameplay until that moment only included wagering my deposit, not the bonus money). I have no idea what rules of the casino I have violated. The casino never (not even once) claimed this in all their previous correspondence with me.

Dear CasinoGuru Team,

Thank you for bringing this matter to our attention.

We truly value the opportunity to address your concerns. We would like to kindly inform you that we have already reached out to you via email regarding the matter.

We are here to help until this is fully resolved. Thank you for your patience and understanding.

Kind regards,

AllSpins Casino Team

Thank you, AllSpins Casino Team, for the provided insight. I have replied back with couple of more questions, and will post an update once I hear back.

Dear nayyisa39348, while we are waiting for the response, I would like to ask about the failed KYC verification call with the casino. Can you please let me know what has happened, and why it was not successful? Maybe there is something we can do to get you verified and resolve the issue? Thank you.

As I already explained above, the casino requested that the video verification session be conducted in English only. I informed them that I am not able to speak English, after which my account was closed and my winnings confiscated.

Now I am asking the casino to point me to the exact section in their Terms and Conditions where it states that players must be able to speak English.

I see. While your written English seems to be flawless, I do understand speaking the language is completely different matter.

With this being said, would you be willing to retry the KYC video call? If so, I need you to tell me what languages do you speak, and whether you would be able to get someone to translate for you from English. Then I will speak with the casino and see if they can either do the call in the language you speak, or if they would allow the translator to be present at the call.

I use chat gpt for translation. I can speak Russian. Thank you

Thank you for the explanation! This makes perfect sense now. :) If it helps for the future reference, our complaint threads are also auto-translated if other than English is used, so if it makes it easier for you, you can write in Russian.

I will find out if the casino has a Russian speaker within the KYC team, and will let you know. In case they don't - do you have someone who could translate for you, if necessary, during the call? A family member or a good friend fluent in both English and Russian?

Dear nayyisa39348, the casino confirmed you can have a translator with you during the KYC call. Can you please confirm if you can get someone to be there with you?

I have to look for somebody who will translate for me. I will let you know soon.

No problem! I will swap the timer back at you, please let me know once you are ready. I will then speak with the casino representative to initiate the communication between both parties and set up the call date. :)

Dear nayyisa39348,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru