Spinbara Casino - El jugador enfrenta retrasos en la verificación.

I am having trouble completing verification. Everything has been accepted except my proof of adress. They keep asking for documents that I simply don't have. When I tell them that they simply don't reply. I already gave them my bank statements and my rental agreement and those are the only 2 official documents that confirm my adress. As I live in a student dorm I don't have a telefone or a electricity bill which they ask me for. Also I only use this one bank I already sent them. Unfortunately, they can not be talked to and don't respond. This has been going on for over a month now.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Which address did you enter in your casino account when filling out your profile — was it the address of your student dormitory?

Have all your other identity documents been approved by the casino?

Have you already explained your situation to the casino’s verification department? When was the last time the casino replied to your emails?

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

Veronika

Hello,

Yes, I provided this address because it's my place of residence. It's also on my ID and everywhere else. All other selfies, etc., were accepted. I haven't received a response since October 10th.

Best regards,

Andreas

Thank you for the clarification. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino as well. I appreciate your patience and cooperation.

Hello,

I have sent you everything.

Best regards,

Andreas

Dear Andipf,

Thank you for your cooperation and for providing all the necessary information. Your complaint will now be transferred to your dedicated resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from this point onward. No action is required from you at this stage, and your resolver will reach out through this thread if any additional information is needed. I wish you the best of luck and hope that your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Andipf,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now. I would also like to invite the Spinbara Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter from your point of view? What is the issue with the document Andipf provided? Are there any additional verification issues? Alternatively, can you give us some guidance on how to proceed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Andipf,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Andreas,

We hope you are doing well.

The relevant department has advised that we require an updated Proof of Address from you.

Please provide a document issued within the last six months.

Accepted documents include:

Electricity, gas, or water bill

Bank statement

Any official government-issued document.

Kindly upload the requested document at your earliest convenience so we may proceed accordingly.

If you have any questions or need further assistance, please feel free to contact us.

Kind regards,

Spinbara casino Team

I have already uploaded my current bank statements. As I said before like 20 times, this is the only official document that confirms my adress that is not older than 6 months.

Dear parties,

as the player is unable to supply a utility bill, which had been disclosed before, we still believe he should be offered a different path to verification. Would you both be willing to undertake a verification call?

Dear CasinoGuru,

Proof of address is required and cannot be skipped for verification.

If the customer does not have a document under his name, he will need to provide an official government-issued document or a bank statement (Physical Bank) showing his full name and address, dated within the last 6 months.

He also needs to log in to his account without using a VPN.

Kind Regards,

Spinbara Casino Team

Dear Andipf,

would you be able to send your bank statement and rental agreement to martin.l@casino.guru? I believe this could be a valid path to verification. Additionally, I fully understand the need for privacy protection, but I believe it is best to turn off the VPN at this point, especially since the casino is struggling with verifying your identity.

Dear casino representative,

thank you for your response. To better understand the issue, do you not want to accept the bank statement as it is not from a traditional, physical bank? In case the player doesn't hold an account with a physical bank, he will not be able to provide a bank statement to your satisfaction. We therefore propose the following options:

1. A residence confirmation letter from the dormitory/student accommodation, showing the player’s name, address, and official stamp or signature.

2. A confirmation letter from the university, which confirms that the player currently lives in the student dormitory.

These seem like valid substitutes for utility bills and could be accepted for address verification where traditional documents are unavailable. That said, if there are special circumstances surrounding this case, which have not been disclosed to us yet, please let me know at martin.l@casino.guru

We will be awaiting your response

Dear CasinoGuru,

We can make an exception for this customer if he provides an official letter that includes a signature and stamp. However, please note for future cases that acceptable documents must be either a statement from a physical bank or a utility bill (e.g., gas, electricity, or landline phone).

Kind Regards,

Spinbara Casino Team

I just uploaded the document 👍 What do mean in future? Should I stop playing at your site after this? Because I will not have those documents in the near future.

Dear parties,

thank you again for your continued cooperation.

Dear casino representative,

please let us know your position regarding the provided document.

Dear Andipf,

unfortunately, the casino is experiencing certain technical issues regarding their Casino Guru account. In the meantime, I will relay the communication from their side to you.

I was informed, that the document you have provided is older than six months. I would therefore like to ask you to provide a new version of the submitted document. Please ensure there is a signature or a stamp proving its authenticity.

In case you believe the document is acceptable for verification purposes, please send it to martin.l@casino.guru.

I have just uploaded the most recent version of my contract. I don't know how to upload it here on CasinoGuru but I can send it to you via email if you want.

Dear Andipf,

thank you for your response. Yes, you can send it to martin.l@casino.guru. Please note that this is the only email address I use, and all official communication will come from that address or from the complaint thread.

Dear casino representative,

please keep us updated on the process. Does the document fulfill the requirements?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Andipf,

we have received a response from the casino, the matter seems to be heading in the right direction. Please log in to your account without any VPN.

Dear Andipf,

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 have already logged in without VPN and waiting for the Casino

Dear Andipf,

thank you for letting me know.

Dear casino representative,

can you give us and update on the issue? Is everything in order?

Dear All,

IP status has been cleared.

However, account verification is still pending the Selfie ID AOS: https://prnt.sc/U7uYMZgKwLuf.

Please send a selfie of player holding his ID with our website (not another platform) clearly visible in the background.

Once received, we can proceed further.

Kind Regards,

Spinbara Casino

I have uploaded this exact selfie multiple times already. The first time multiple weeks ago. I don't understand what the problem is and I was never told anything by the casino. I will attach it here as well.

Dear Andipf,

thank you very much for your continued cooperation.

Dear casino representative,

thank you for your response. Can you please specify the shortcomings of the provided selfie? Alternatively, can you guide us on how to proceed?

Dear Andipf,

Please do not send a screenshot.

Instead, provide a selfie photo of yourself holding your ID document with our website visible on a screen in the background.

You can see an example of the required format here: https://prnt.sc/M-LFGWMoNKWs

Kind Regards,

Spinbara Team

That is exactly what I have done. What an irritating thing to say. Ofcourse I sent you the selfie and no screenshot. The only thing that could be is that I was not able to able to upload the original picture because the size was too big. Right now I can not upload anything on your website. What a joke to let me wait months for this information. The selfie I attached is the original picture and certainly no screenshot.

Dear Andipf,

We have sent you an email regarding this request.

You can reply to that message directly with your selfie attached, and we will forward it to our relevant team for review.

Thank you for your patience.

Kind Regards,

Spinbara Team

Alright thank you, I did it.

Dear parties,

thank you for your responses.

Dear casino representative,

please keep us updated on any new developments regarding the verification procedure.

Dear Andipf,

Please upload the transaction history for the payment method used to fund your MiFinity account for the period 10.08.25 to 10.09.25.

This statement must clearly show the deposit of €1,954.00 made on 04.09.25.

If the funds originated from a different source, please provide a detailed explanation regarding the origin of these funds.

Kind Regards,

Spinbara Team

Unfortunately, Mifinity only keeps transactions for 3 months and deletes them after. You should have requested that a lot earlier, now it's not available anymore.

Dear Andipf,

I believe MiFinity does not delete transaction history after 3 months, but the app may only display the last 90 days by default, older transactions should still exist though. Can you please try generating an account statement from the Statements section or contact MiFinity support directly and request a statement for the specific period? I believe that should be sufficient for verification.

You are completely right. I have sent a mail with all documents to the casino.

Dear Andipf,

thank you very much for your swift response.

Dear casino representative,

we will be awaiting the casino's next steps.

Dear Casino Guru,

We confirm receipt of the additional documents from the customer and have escalated the matter to the relevant department for priority review.

We will provide you with an update as soon as we receive their feedback.

Kind Regards,

Spinbara Team

Dear casino representative,

thank you for keeping us informed, we will be awaiting the results of the mentioned review.

Dear Casino Guru,

We can confirm that player was verified.

Kind Regards,

Spinbara Team

Dear casino representative,

I am happy to hear the process was successful.

Dear Andipf,

can you please confirm whether you now want to withdraw your funds or do you consider the matter closed?

Now I would like to withdraw my funds. I already have created a first request.

Dear Andipf,

thank you for letting me know. Please keep the thread updated on any new developments regarding your withdrawal requests.

Dear Andipf,

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 am still waiting for my money

Dear casino representative,

could you please update us on the current state of the matter?

Dear Casino Guru,

The player has been successfully verified, and we are now processing their withdrawal request.

We will notify you once the transaction is complete.

Kind Regards,

Spinbara Team

Dear casino representative,

thank you for your response. We will be awaiting your updates.

Dear Casino Guru,

We confirm that three withdrawal transactions were successfully completed on 10.02.

An additional two withdrawals are currently in progress.

As the account is now fully verified, the player has unrestricted access to the withdrawal facility.

We believe no further assistance is required at this time.

Kind Regards,

Spinbara Team

Dear Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Andipf confirms his withdrawals have been paid out.

Dear Andipf,

please keep us updated on the matter.

Dear Andipf,

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 am still waiting for 2250€, the rest has been paid.

Dear Andipf,

thank you for the update, please keep us updated on the status of your funds.

Dear Andipf,

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 received the last payment. Thanks for the help!

Dear Andipf,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinbara Casino for their involvement in the resolution process. 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, 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, 

Martin

Casino.Guru