SpinGranny Casino - El jugador tiene problemas con la retirada.

Good evening,

Unfortunately, I am unable to withdraw my winnings.

They are demanding some kind of proof that doesn't exist and therefore I can't provide it.

Unfortunately, I'm no longer receiving any replies.

I hope you can help me further.

Have a nice evening and thank you very much.

Guten Abend,

leider ist mir nicht möglich meinen Gewinn auszuzahlen.

Es werden irgendwelche Nachweise gefordert die es garnicht gibt und ich deshalb auch nicht liefern kann.

Leider wird mir auch nicht mehr geantwortet.

Ich hoffe das ihr mir weiter helfen könnt.

Schönen Abend und besten dank

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Herti,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• According to the communications you have shared with us, the casino support has asked you for the proof of deposit and proof of ownership of your bank account. Have you submitted those?
• What payment method have you used to make a deposit at this casino, please?
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Hello Katarina,

I played casino slots, live casino games, and sports betting there.

First I played without a bonus, then sometimes with a bonus. A mix of both.

Of course I have submitted evidence; I would be happy to send it to you again via email.

Deposits were made exclusively via crypto.

I believe the profits were achieved without a bonus.

VG

Hallo Katarina,

gespielt dort habe ich Casino Slots als auch Live Casino und auch Sportwetten.

Erst habe ich ohne Bonus gespielt dann auch teilweise mit Bonus. Gemischt halt.

Natürlich habe ich Nachweise eingereicht, ich lasse Sie dir auch gerne nochmal per Email zukommen.

Einzahlung ist ausschließlich über Crypto erfolgt

Die entstanden Gewinne sind glaub ich ohne Bonus erzielt worden.

VG

Dear Herti,

thank you for your reply.

Could you please forward all evidence pertaing to this complaint to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

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

Looking forward to your reply.

Katarina

Good evening Katharina,

I've sent you everything again.

I simply don't understand what exactly Spingranny wants.

VG

Guten Abend Katharina,

habe dir nochmals alles zukommen lassen.

Verstehe einfach nicht was genau Spingranny möchte.

VG

Dear Herti

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Herti,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and can you please confirm that you have provided the casino team with all this information and evidence?

For additional verification of your account, we ask you to upload the following documents to your profile (under the "Documents" tab):

- Deposit receipt dated 16.10.2025 at 18:52:03 (UTC 0) for an amount of 300.58 EUR, stating your name, transaction amount, recipient's name, transaction ID, time and date.

- A selfie of you holding your ID and a piece of paper with the current date written down by hand.

- Proof of Account Ownership on the Exchange Platform – Screenshot from the Exchange Platform showing your name, email address, and the identity number of the account.

Please upload the documents to your profile on the casino website so that we can verify them and verify your account.

1. Make sure your documents are clearly visible.

2. Click on your profile icon.

3. Select "Verification" from the menu.

4. You will be redirected to the upload page.

5. Upload your documents for verification.

Best regards,

Your payments team

If you did, please forward the email with this evidence to me at michal.k@casino.guru for a review.

Additionally, I can confirm that this transaction ( Transaction Hash: 0x38c33b58e41975**********************************ca3802b7116915) is indeed shown on the blockchain as successful; however, the amount was 0.090004443563080709 ETH - 288.40 USD and not 300.58 EUR as the casino team mentioned in their email to you.

Can you please confirm how much you wanted to deposit at that time?

Dear Herti,

Please forward me all the documents you have submitted to SpinGranny Casino for verification at michal.k@casino.guru

As per the deposit transaction hash 0x38c3**********915, I've double checked it, and you are right, the amount at that time was:

I will reach out to the casino to gain further insight into this issue and to determine if I can assist in any way.

We would like to invite SpinGranny Casino to join the conversation.

Dear SpinGranny Casino,

Can you please explain why the player's withdrawal was not processed, despite the player having provided the requetsed documents?

If there are any details or factors affecting this case that are not suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Dear Herti,

We would like to inform you that your documents have been accepted.​

However, you have been sent a brief Source of Wealth questionnaire by email, consisting of eight questions. Could you please provide an answer to each question?​

Please note that this is a standard requirement as part of our Anti-Money Laundering (AML) procedures, which are listed at the bottom of our website.​

Thank you for your understanding.

Best regards,

SpinGranny Casino

Good evening,

I have answered the questions.

Please verify.

Have a nice weekend

Guten Abend,

habe die Fragen beantwortet.

Bitte nun um Verifizierung

Schönes Wochenende

I answered the 8 questions, however my payment request was rejected.

- Please provide a document confirming the replenishment of your crypto wallet;

What's that supposed to mean?

Why is something different being claimed here?

Best regards

Die 8 Fragen habe ich beantwortet,´ jedoch ist meine Auszahlung abgelehnt worden.

- Bitte legen Sie ein Dokument vor, das die Auffüllung Ihrer Krypto-Wallet bestätigt;

Was soll das?

Warum wird hier was anderes behauptet?

Viele Grüße

Dear Herti,

We have received your latest response. Thank you for your cooperation.

Our current request relates to Source of Funds (SoF) verification, which is standard practice under Anti-Money Laundering (AML) procedures. To proceed, we require a document confirming how you funded the cryptocurrency wallet used for your deposit at our casino. This step ensures that the funds originate from a legitimate source.

If you funded your wallet from a bank account, please provide a bank statement showing the relevant transactions. For alternative funding methods such as exchanges or other wallets, submit equivalent documentation clearly displaying the funding transactions into your crypto wallet.

We appreciate your prompt attention to this matter. If you have any questions or need further guidance, please let us know.

Best regards,

SpinGranny Casino

Dear Spingranny Team,

You yourselves wrote on December 12th that only the questions were still open??

Michal, that's exactly what I mean, they keep requesting new documents just to avoid paying out.

Liebes Spingranny Team,

ihr habt doch selber geschrieben am 12.12 das lediglich die Fragen noch offen sind??

Michal, das ist genau was ich meine, es werden immer wieder neue Dokumente angefordert nur um nicht auszahlen zu müssen.

Dear Herti,

I understand that the recent request may feel excessive or frustrating from your perspective, particularly given the circumstances. However, I would like to reassure you that such requirements are considered standard practice within the industry, especially in relation to cryptocurrency transactions.

I acknowledge your concerns, but at the same time, need to acknowledge that Source of Funds (SoF) verification forms part of standard Anti-Money Laundering (AML) procedures. In this regard, SpinGranny Casino, like any other licensed operators, are entitled—and in many cases obligated—to carry out AML checks for its players.

To help move your case forward, I would kindly encourage you to cooperate with the casino team and provide the requested documentation. Doing so will give them the opportunity to complete the verification process and progress your case accordingly.

Dear Herti,

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.

Hello everyone,

I have now provided proof of my Binance account balance to my wallet.

I withdrew from Binance to my wallet, which I used to deposit funds into my Spingranny account.

Please verify my account.

Hallo zusammen,

habe nun ein Nachweis von meinen Binance Account auf mein Wallet zu Verfügung gestellt.

Habe von Binance auf mein Wallet ausbezahlt, womit ich bei Spingranny einbezahlt habe.

Bitte um Verifizierung meines Konto.

Dear Herti,

We would like to inform you that the submitted document has been rejected, as the screenshot shows a shortened address and hash ID, which makes it impossible to verify the relevant details. Additionally, it doesn't display who owns the said account.

To assist you further, please note that you can export transaction information directly from your Binance account. This export will display all relevant transaction details, as well as proof of ownership of the account in question. Kindly generate this document from your account and upload it to your verification page.

You may also contact the Binance support team for assistance in preparing the required documentation.

Thank you for your understanding and cooperation.

Best regards,

SpinGranny Casino

Hello everyone,

The screenshot is from my account.

I have no control over what is displayed there.

To be honest, I can no longer understand the procedure here and what is being demanded of me.

The only remaining step in the verification process for my Spingranny account is the following.

"

Proof of funds

Payslip, bank statement, proof of profit or other document showing the source of your income over the last 90 days

"

I already submitted the required documents, such as my payslip, but they were rejected?

Although this exactly meets the requirements.

Apparently, different rules apply to me, or how is this justified?

It's a shame that Casinoguru tolerates such practices!

Every time, what was requested was delivered, and new things are constantly being requested.

I advise every player against depositing here! You'll never see your money again!

Hallo zusammen,

der Screenshot stammt so aus meinen Konto.

Ich habe keinen Einfluss darauf was dort angezeigt wird.

Ehrlich gesagt kann ich das Vorgehen hier auch nicht mehr nachvollziehen was von mir alles gefordert wird.

In meinen Spingranny Konto ist bei Verifizierung nur noch der folgende Punkt offen.

"

Nachweis über die Mittel

Gehaltsabrechnung, Kontoauszug, Gewinnnachweis oder ein anderes Dokument, aus dem hervorgeht, aus welcher Quelle Sie in den letzten 90 Tagen Ihr Einkommen erzielt haben

"

Dabei habe ich die geforderten Dokumente, wie Gehaltsabrechnung bereits vorgelegt, diese wurden jedoch abgelehnt?

Obwohl dies genau den Anforderungen entspricht.

Anscheinend gelten für mich andere Regeln oder wie wird das hier begründet?

Schade das so ein Vorgehen von Casinoguru auch noch toleriert wird!

Es wurde jedes mal geliefert was gefordert wurde, und andauert wird was neues verlangt.

Ich rate jeden Spieler ab hier einzuzahlen! Ihr seht euer Geld nie wieder!

Dear Herti,

Kindly forward all documentation and evidence you provided to the casino team at michal.k@casino.guru for an independent review to ensure that all required information for verification purposes is included and visible in those documents.

I wrote you an email.

VG

Ich habe dir eine Email geschrieben.

VG

Dear Herti,

Thank you for your email and for sharing the documents. As mentioned in my reply to your email, the information provided is unfortunately incomplete, as the casino team had previously noted, and therefore could not be accepted at this stage.

The screenshot appears to display a shortened address and hash ID, which prevents verification of the relevant details. Additionally, the ownership of the account is not visible in the document.

Please provide updated or additional documentation that helps clarify these points.

Good evening everyone,

The screenshot is not mine, but from Binance.

I have no influence over that.

Furthermore, I cannot upload any proof because my account was blocked without notification?

How can this be?

VG

Guten Abend zusammen,

der Screenshot stammt nicht von mir sondern von Binance.

Darauf habe ich keinen Einfluss.

Weiterhin kann ich keinen Nachweis hochladen, da mein Konto ohne Info gesperrt worden ist?

Wie kann sowas sein?

VG

Dear Herti,

The Know Your Customer (KYC) and Anti-Money Laundering (AML) checks are important industry standard processes. Adherence to the KYC and AML requirements verification process is not optional; it is a mandatory obligation that remains your responsibility. Failure to meet these criteria and inability to provide the required documents will result in not passing the verification.

To further assist you, please note that transaction records can be exported directly from your Binance account. This export (most likely in PDF format) will include all relevant transaction details and serve as confirmation of ownership of the account. Kindly generate this document from your Binance account and forward it to me.

If needed, you may also contact the Binance support team for assistance in obtaining the required documentation.

As I already wrote, my account has been blocked?

How am I supposed to verify it?

Wie ich schon geschrieben habe ist mein Konto gesperrt worden?

Wie soll ich es verifizieren?

Dear Herti,

You can kindly send the requested documents to our support email at support@spingranny.com, and our team will promptly forward them to the relevant department for review. Feel free to reply directly to the verification request email you received, or send a new one with the subject "CasinoGuru" for ease.

If you have any questions or need further assistance, please don't hesitate to let us know.

Best regards,

SpinGranny Casino

Hello everyone,

And then my account will remain blocked?

I cannot provide any further documents regarding how I made the deposit; I have documented and disclosed my crypto deposit to the best of my knowledge.

Since the principle of crypto and its transparency seem to be unknown,

Please open my account; I will pay using a traditional method and provide proof accordingly.

Thank you in advance.

Hallo zusammen,

und danach bleibt mein Konto gesperrt?

Ich kann keine weiteren Dokumente vorlegen, wie ich einbezahlt habe, mein Crypto EInzahlung habe ich nach beste Wissen belegt und offen gelegt

Da das Prinzip Crypto und dessen Transparenz unbekannt zu sein scheint,

bitte um Öffnung meines Kontos, ich bezahle mit einer Klassischen Methode ein und Belege es entsprechend.

Vorab besten dank

Dear Herti,

As I have mentioned before, the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks are essential processes that adhere to industry standards. Compliance with the KYC and AML verification requirements is not a matter of choice; it is a compulsory duty that you must fulfil. If these criteria are not met and the necessary documents are not provided, you will not pass the verification process. Consequently, the casino will not be required to release any funds to you, and your account will continue to be blocked.

I can only recommend you to follow the steps that been suggested to you.

Please let me know if you are willing to cooperate appropriately or not.

Dear Herti,

We are extending the timer by 5 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.

Good evening,

Of course I understand the importance of combating money laundering.

I cooperated fully and provided everything I had.

The evidence provided was sufficient for all providers.

Except here, which I of course accept.

Since we seem to be going in circles here, I am offering once again to verify my account with a new payment!

Best regards and have a nice weekend!

Guten Abend,

selbstverständlich verstehe ich die Wichtigkeit zur Bekämpfung von Geldwäsche.

In vollen Umfang habe ich kooperiert und alles was ich habe, zur Verfügung gestellt.

Für alle Anbieter waren die Nachweise ausreichend.

Nur hier nicht, was ich natürlich akzeptiere.

Da wir und hier anscheinend im Kreis drehen, biete ich zum wiederholten male an mein Konto mit einer neuen Zahlung zu Verifizieren!

Viele Grüße und ein schönes Wochenende

Dear Herti,

It seems we may be going in circles, as it appears that the significance of your collaboration in supplying the requested documents in this matter has not been fully grasped.

As it's clearly mentioned in the casino terms and conditions:

12. KYC, VERIFICATION AND ANTI-FRAUD POLICY

3.You are required to provide any requested documents and information swiftly and assist us in completing our Verification Checks without delay, within thirty (30) days of our request. This includes, but is not limited to, properly certified identification documents, proof of residence, evidence of ownership for your payment methods, details regarding your source of funds and wealth, along with your financial transaction history such as bank or credit/debit card statements.

The casino operates within legal boundaries, and according to their KYC and AML regulations, they are obligated to verify that you are the legitimate owner of all payment methods utilized. You are required to submit proof of ownership for each payment method you have used at the casino.

If you are unable to furnish this evidence, unfortunately, you will not pass the KYC and AML verification process. The obstacle appears to be on your end, and I will regrettably have to mark this case as rejected, as it seems you are not cooperating adequately and are avoiding the submission of the necessary documents.

Please regard this as the final notice for your cooperation. Should you fail to provide the requested documents before the deadline expires, this case will be closed due to insufficient cooperation on your part.

Dear Herti,

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.

Hello Michal,

You're quoting it yourself.

I provided bank statements, but these, like all other documents, were not accepted.

Hallo Michal,

du Zitierst es doch selber.

Ich habe Kontoauszüge bereitgestellt, diese wurden aber wie alle anderen Dokumente nicht anerkannt.

Dear Herti,

You have somehow (I want to believe not intentionally) overlooked an important part of my previous response.

Please refer back to my response.

The casino operates within legal boundaries, and according to their KYC and AML regulations, they are obligated to verify that you are the legitimate owner of all payment methods utilized. You are required to submit proof of ownership for each payment method you have used at the casino.

If you are unable to furnish this evidence, unfortunately, you will not pass the KYC and AML verification process. The obstacle appears to be on your end, and I will regrettably have to mark this case as rejected, as it seems you are not cooperating adequately and are avoiding the submission of the necessary documents.

Please regard this as the final notice for your cooperation. Should you fail to provide the requested documents before the deadline expires, this case will be closed due to insufficient cooperation on your part.

I kindly request your clear and appropriate answer.

Dear Herti,

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.

Hello everyone,

I have already provided all the evidence I could.

They are demanding things that simply don't exist! (Proof of ownership guarda)

This has nothing to do with any evidence.

It's not my fault that I won with a different provider and received the money from them.

This simply cannot be interpreted to my disadvantage!!

Hallo zusammen,

ich habe bereits die Nachweise die ich erbringen konnte erbracht.

Es werden Sachen gefordert die es schlicht nicht gibt! ( Eigentumsnachweis guarda)

Dies hat nichts mit irgendwelchen Nachweisen zutun.

Ich kann nichts dafür das ich bei einen anderen Anbieter gewonnen habe und von dort das Geld erhalten habe.

Dies kann einfach nicht zu meinen Nachteil ausgelegt werden!!

Dear Herti,

I regret to inform you that we have reached a stage where any further interaction with you seems unproductive. As I have explained to you on multiple occasions.

The casino operates within legal frameworks and adheres to KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations. As part of these regulations, they are mandated to verify that you are the legitimate owner of all payment methods utilized. Consequently, you are required to provide proof of ownership for each payment method associated with your transactions at the casino. This is a standard industry practice, and it is also detailed in the terms and conditions you agreed to upon registering your account.

Since you are unable (maybe even better to say unwilling) to furnish this evidence, unfortunately, you will not fulfil the criteria to pass the KYC and AML verification process.  The obstacle is clearly on your end, as you are the one who deposited into the casino; thus, it is your responsibility to provide evidence of ownership of the payment methods you used.

I have not identified anything in the casino's actions that would not be in line with their terms and conditions or that we would consider unfair; instead, you are not cooperating adequately and are avoiding the submission of the necessary documents.

In light of these circumstances, I will regrettably have to mark this case as Rejected.

You are free to disagree with this conclusion and are more than welcome to pursue your case with the casino’s licensing authority or the appropriate regulatory body in your jurisdiction if you still feel that the casino has acted unjustly towards you, but we are unable to offer any assistance in this regard.

I wish you the best in resolving this matter through alternative means.

Best regards,

Michal

Casino Guru