Savaspin Casino - El retiro del jugador se ha retrasado y los fondos se han congelado.

I deposited €2,000 at the online casino Savaspin.com. I was only able to withdraw €1,000, but the remaining €1,164 balance has been frozen for over a month. The casino requested additional verifications under the guise of "anti-money laundering."

I've sent more than eight or nine official documents, including bank statements, transfers, payments from my former employer, and savings receipts. All of these documents have been rejected without justification.

I am currently unable to access my funds and am not provided with a clear reason as to why my documents are being rejected or when I will be able to withdraw the money.

I request that you intervene in this case to help me recover the outstanding balance and unblock the withdrawal process.

Ingresé 2.000 € en el casino online Savaspin.com. Pude retirar solo 1.000 €, pero el saldo restante de 1.164 € ha sido bloqueado desde hace más de un mes. El casino me ha solicitado verificaciones adicionales bajo el pretexto de "prevención de blanqueo de dinero".

He enviado más de 8 o 9 documentos oficiales, incluidos extractos bancarios, transferencias, pagos de mi antiguo trabajo y resguardos de ahorros. Todos estos documentos han sido rechazados sin justificación alguna.

Actualmente no puedo acceder a mis fondos y no me proporcionan una razón clara de por qué se rechazan mis documentos o cuándo podré retirar el dinero.

Solicito que intervengan en este caso para ayudarme a recuperar el saldo pendiente y desbloquear el proceso de retiro.

Dear romebe99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently have access to your casino account?
• Could you please advise when exactly you sent the last document(s)?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

• Yes. I have access to my account.
• April 16, 2025, 3:20 PM was the last document I sent them (by mail this time)
• Yes, always on time, and if they ask me for it in PDF format, then in PDF format.

• Sí. Tengo acceso a mi cuenta
• 16 de abril de 2025, 15:20 fue el último documento que les envié (por correo esta vez)
• Sí, siempre a tiempo y si me lo piden en pdf, pues en pdf.

Thank you very much for your reply, romebe99. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear romebe99,

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.

I just emailed you everything.

Acabo de enviarte todo por correo electrónico [email protected]

I’ve carefully reviewed the email correspondence between you and the casino, and after considering all the details, I’m afraid we’re unable to assist further in this case.

Unfortunately, since you do not appear to have a verifiable source of personal income—and support from a family member does not meet the requirements set by most gambling operators—we understand why the casino is unable to complete the verification process.

Most licensed online casinos are obligated to follow strict anti-money laundering regulations, which include confirming a player’s source of funds. This is usually not a personal decision by the casino, but a legal requirement they must comply with.

While we understand this situation is frustrating, we are not in a position to change the casino's decision or demand that they proceed without the necessary documentation. We always advise players to ensure they are financially able to gamble and prepared to provide official proof of income when requested.

Should you choose to continue gambling in the future, please be aware that you may be asked to submit documents such as a payslip, tax return, or similar records to confirm your eligibility.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.