Spinline Casino - El retiro del jugador se retrasa debido al rechazo del documento.

The casino does not respond to emails and does not accept proof of address documents.

I have also sent it by email, no response.

My address information has the city OULU, the invoices have OULUNSALO. They are the same city. I have also asked to update the address information to OULUNSALO if this is the problem.

They just keep denying the document but don't do anything about it.

casino ei vastaa sähköposteihin, eikä hyväksy osoitetodistus dokumenttia.

olen lähettänyt sen myös sähköpostilla, ei reakointia.

osoitetiedoissani on kaupunki OULU, laskuissa OULUNSALO. Ne ovat samaa kaupunkia. Olen pyytänyt myös päivittämään osoitetietoihin OULUNSALO jos tämä on se ongelma.

he vain eväävät kokoajan dokumentin, mutta eivät tee asialle mitään.

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 your complaint. I’m sorry to hear about your negative experience with Spinline Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when are you attempting to withdraw your winnings and complete the verification process?
• Have you been in contact with casino support regarding the fact that the name of the city on the documents appears to be different?
• Did you achieve your current balance with the help of a bonus?
• Were you able to reach live chat support regarding the issue?
• Could you please share with me your attempts at communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Majeju,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru