Spinanga Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I won the above amount at a very well-known casino. They asked me for verification, and I sent all the documents, but they rejected my address verification document because it says the address on the left and not on the right. The document is a water bill. I have verified with the same document at other casinos and I did not encounter any problems. I sent an email with clarifications regarding the address and no one answers, no instructions, or why they reject it. I also sent a bank statement that states my exact address and they rejected it again. After many conversations in the live chat, they told me that the matter is being examined by the financial department and they do not have access there. I am requesting an official response to my email, but no response.

I need your help as you also helped me with another casino that closed my account after a big win.

I am waiting for your response so I can send you all the evidence and my victories whenever you ask me to. Thank you very much in advance.

Sincerely,

Γειά σας κέρδισα σε πολυ γνωστό καζινο το παραπάνω ποσο μου ζήτησαν επαλήθευση στην οποία και έστειλα τα έγγραφα όλα αλλά μου απορρίπτουν το έγγραφο της επαλήθευσης διευθυνσης γιατι γράφει τη διεύθυνση αριστερά κι όχι δεξιά το έγγραφο είναι λογαριασμός νερού εχω κάνει ταυτοποιηση με το ίδιο έγγραφο και σε άλλα καζινο και δεν αντιμετωπισα πρόβλημα έστειλα e mail με διευκρινήσεις σχετικα με την διεύθυνση και δεν απαντάει κανείς ούτε οδηγίες ούτε γιατι το απορρίπτει έστειλα και τραπεζική βεβαιωση που αναγράφει ακριβώς την διεύθυνση μου και παλι την απορρίπτει μετά απο πολλές συνομιλιες στο live chat μου είπαν οτι το θέμα το εξετάζει το οικονομικό και δεν έχουν πρόσβαση εκεί ζητάω επίσημη απάντηση στο Mail μου αλλλα καμία απάντηση

Χρειάζομαι την βοήθεια σας καθως με βοηθατε και με άλλο καζίνο που μου έκλεισε το λογαριασμο μετά απο μεγάλη νίκη.

Περιμένω απάντηση σας για να σας στειλω όλα τα αποδεικτικά και τις νίκες μου όποτε μου το ζήτησε τε ευχαριστω πολυ εκ των προτέρων

Με εκτίμηση

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Dear Dominika, the problem with this particular casino is that they are cancelling my documents such as my water and electricity bill and bank statement that proves my address and they are not verifying my account with these specific documents. I have verified my account at other casinos without having any problems whatsoever.

Αγαπητή Dominika το πρόβλημα με το συγκεκριμένο καζινο ειναι οτι μου ακυρώνουν έγγραφα όπως λογαριασμο νερού ηλεκτρικού και τραπεζική βεβαιωση που αποδεικνύει την διεύθυνση μου και δεν κάνουν την επαλήθευση του λογαριασμού μου με τα συγκεκριμένα έγγραφα εχω κάνει επαλήθευση και σε άλλα καζινο χωρίς να εχω κανενα απολύτως πρόβλημα .

Good evening,

Thank you for taking care of my case.

I briefly list the events in chronological order:

I made a withdrawal request from Spinaga casino.

Address verification (KYC) requested.

I sent a water bill – it was rejected on the grounds that the area appears separate from the street.

I sent a bank statement – it was rejected on the grounds that the bank is online.

I sent an electricity bill – it was also rejected for the same reason.

The reason given to me is not mentioned in the terms of use or the casino's KYC policy. All documents clearly state my full name and address, including the area.

However, with the exact same documents, I have verified at a casino without encountering any issues whatsoever regarding whether my address is listed on the left or the right, whether the region is also mentioned in the account, or whether my bank is online.

Recently, the VIP Account Manager (Michaela) contacted me and informed me that the issue has been forwarded back to the relevant department for review. I await a response.

I am at your disposal to send all relevant files and screenshots of communications.

My goal is to complete the verification and pay the amount I am entitled to as soon as possible.

Thank you in advance for your help.

Sincerely,

Καλησπέρα σας,

Σας ευχαριστώ που ασχολείστε με την υπόθεσή μου.

Παραθέτω συνοπτικά τα γεγονότα με χρονολογική σειρά:

Έκανα αίτημα ανάληψης κερδών από το καζίνο Spinaga.

Ζητήθηκε επαλήθευση διεύθυνσης (KYC).

Εστειλα λογαριασμό νερού – απορρίφθηκε με την αιτιολογία ότι η περιοχή εμφανίζεται ξεχωριστά από την οδό.

Εστειλα τραπεζική βεβαίωση – απορρίφθηκε με την αιτιολογία οτι η τράπεζα ειναι on line.

Εστειλα λογαριασμό ηλεκτρικού ρεύματος – επίσης απορρίφθηκε για τον ίδιο λόγο.

Η αιτιολογία που μου δίνεται δεν αναφέρεται στους όρους χρήσης ή στην KYC πολιτική του καζίνο. Σε όλα τα έγγραφα εμφανίζεται ξεκάθαρα το ονοματεπώνυμό μου και η πλήρης διεύθυνσή μου, συμπεριλαμβανομένης της περιοχής.

Ωστόσο με τα ίδια ακριβώς έγγραφα εχω κάνει επαλήθευση σε καζίνο χωρίς να αντιμετωπίζω κανενα απολύτως θέμα σχετικα με το αν η διεύθυνση μου αναγράφετε αριστερα η δεξιά η αν αναφέρεται και η περιοχη στο λογαριασμο η αν η τραπεζα μου ειναι on line.

Πρόσφατα επικοινώνησε μαζί μου η VIP Account Manager (Michaela) και με ενημέρωσε ότι το θέμα έχει προωθηθεί ξανά στο αρμόδιο τμήμα για έλεγχο. Αναμένω απάντηση.

Είμαι στη διάθεσή σας για να στείλω όλα τα σχετικά αρχεία και screenshots των επικοινωνιών.

Στόχος μου είναι να ολοκληρωθεί η επαλήθευση και να καταβληθεί το ποσό που δικαιούμαι το συντομότερο.

Σας ευχαριστώ εκ των προτέρων για τη βοήθειά σας.

Με εκτίμηση

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I would like to inform you that the verification was successful and the withdrawals are proceeding successfully for the time being. In case anything changes, I will inform you immediately. Thank you very much for your support and for your immediate response!

Γειά σας θα ήθελα να σας ενημερώσω οτι η επαλήθευση εγινε επιτυχώς και οι αναληψεις προχωράνε με επιτυχία προς το παρόν σε περίπτωση που κάτι αλλάξει θα σας ενημερώσω άμεσα σας ευχαριστω πομυ για την υποστήριξη σας και για την αμεση ανταπόκριση σας !

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much have you successfully received so far?

How much do you still expect to be paid out?

How many withdrawals are currently pending, and what are their amounts and request dates?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika