SpinHub Casino - El jugador enfrenta problemas de retiro debido a la verificación KYC.

Hello,

I registered at this casino on February 6, 2026, and deposited €22.24 via crypto.

Since I had fulfilled all the wagering requirements, hadn't used any bonus, and had won €50.00, I wanted to request a withdrawal. To do this, I first had to complete the KYC verification.

After uploading my ID card, I was asked for proof of address via email. The problem is that the casino only accepts utility bills for electricity, gas, or landline phones, but I don't have a contract in my name.

I therefore provided a bank statement from a German physical bank and a mobile phone bill. The casino rejects these documents and continues to demand an electricity, gas, or landline bill, which I cannot provide.

I find the casino's behavior extremely unfair. The electricity, gas, and landline contracts are all in the name of another person living in the household, and this is common practice for many people in Germany.

Therefore, I would be grateful if you could help me get the payout and get the casino to accept bank statements or other documents as proof of address.

Thank you so much in advance!

Hallo,

ich habe mich am 06.02.2026 bei diesem Casino registriert und per Krypto 22,24 € eingezahlt.

Da ich alle Umsatzbedingungen erfüllt, keinen Bonus verwendet und 50,00 € gewonnen hatte, wollte ich eine Auszahlung beantragen. Hierfür muss man erst die KYC Verifizierung abschließen.

Nachdem ich meinen Personalausweis hochgeladen hatte, wurde per E-Mail noch ein Adressnachweis gefordert. Das Problem ist, dass das Casino nur Strom, Gas oder Festnetztelefonrechnungen akzeptiert, ich aber keinen Vertrag auf meinen Namen habe.

Ich habe daher ein Kontoauszug einer deutschen physischen Bank und eine Mobilfunkrechnung bereitgestellt. Das Casino lehnt diese Dokumente ab und fordert weiterhin eine Strom, Gas oder Festnetzrechnung, die ich nicht bereitstellen kann.

Ich finde das Verhalten des Casinos äußerst unfair. Der Strom, der Gas sowie der Festnetzvertrag läuft auf eine andere im Haushalt lebende Person und dies ist bei ganz vielen Personen in Deutschland so.

Daher wäre ich Ihnen dankbar, wenn Sie mir helfen könnten, die Auszahlung zu erhalten und das Casino dazu zu bringen, Bankkontoauszüge oder andere Dokumente als Adressnachweis zu akzeptieren.

Ganz lieben Dank im Voraus!

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.

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.

• Do you have an internet bill issued in your name that could be used as proof of address, or is this document issued for another person as well?
• Do you have any official document issued by a government authority confirming your permanent or temporary residence (for example, a residence certificate or confirmation of address), or a rental or tenancy agreement where you are listed as the tenant?

These documents should clearly show your full name, your current address, and a recent issue date (usually not older than three months).

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 Veronika,

Thank you very much for the quick processing of my complaint!

Unfortunately, I don't have an internet contract or a rental agreement in my name. I also don't have a current document from an official government agency. In Germany, the current address where you are officially registered is always shown on your identity card. I also uploaded my identity card to the casino so they have the photo.

The bank statement you have received, dated February 1, 2026, is from a physical German bank (not an online bank). At other casinos, I was able to use this statement for verification, or often a credit card statement was sufficient.

In Germany, people who don't live alone often don't have the documents required by the casino.

Thank you in advance for your continued support!

Hallo Veronika,

zunächst vielen Dank für die schnelle Bearbeitung meiner Beschwerde!

Einen Internetvertrag oder Mietvertrag auf meinen Namen besitze ich leider nicht. Ein aktuelles Dokument einer offiziellen Regierungsbehörde habe ich leider ebenfalls nicht. In Deutschland steht die aktuelle Wohnanschrift, unter der man offiziell gemeldet ist, immer auf dem Personalausweis. Ich habe meinen Personalausweis auch beim Casino hochgeladen, sodass diese das Foto haben.

Der Ihnen vorliegende Kontoauszug mit Datum vom 01.02.2026 ist von einer physischen Deutschen Bank (keine Online Bank). Bei anderen Casinos konnte ich mich hiermit legitimieren oder oft reichte auch eine Kreditkartenabrechnung.

Diese vom Casino geforderten Dokumente hat man, wenn man nicht alleine wohnt, in Deutschland oft nicht.

Im Voraus besten Dank für die weitere Unterstützung!

Please forward me the photos of your ID you sent to the casino for verification at veronika.f@casino.guru.

Also, kindly forward all the other communication between you and the casino customer support regarding the verification of your address as well. Thank you for your patience and cooperation.

Hello Veronika,

I have forwarded all correspondence with the casino as well as photos of my ID to your email address.

Thank you very much for your effort!

Hallo Veronika,

ich habe die gesamte Korrespondenz mit dem Casino sowie die Fotos meines Ausweises an Ihre E-Mail Adresse weitergeleitet.

Vielen Dank für Ihre Mühe!

Hello SebaFred26,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear SebaFred26

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, Romi (romana.r@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,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinHub Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinHub Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Customer,

We would like to inform you that, as an exception and in order to provide the best possible service, we have accepted the bank statement you submitted, even though it is not included in the list of normally accepted documents according to our terms and procedures.

This exception was made solely to facilitate the process and ensure faster service for you.

If you need any further information or assistance, please do not hesitate to contact us.

Kind regards,

SpinHub Casino

Thank you, dear SpiHub Casino, for this. We appreciate such a move from your side.

Dear user,

Please inform us about the situation whenever possible.

Thank you in advance.

Best regards,

Romi