Spinpolo Casino - La retirada del jugador se ha retrasado.

I verified my identity with this casino before my first deposit using my ID card, a selfie, and proof of address. After my third deposit, I won something and wanted to withdraw my winnings. The chat support stated a processing time of three days, and the casino asked me to upload my ID card again for verification. I did so immediately. Since the processing status remained unchanged for days, I contacted them via chat and email several times. Today, four days have passed, and my withdrawal has still not been processed. For the first three days, the casino only mentioned a three-day processing time; after three days, they started saying that the finance department was overloaded.

Bei diesem Casino hatte ich schon vor der ersten Einzahlung mit Personalausweis, Selfie und Adressnachweis verifizieren. Nach der dritten Einzahlung habe ich etwas gewonnen und wollte auszahlen lassen. Chat sprach von Bearbeitung innerhalb von 3 Tagen und das Casino wollte, dass ich meinen Personalausweis noch einmal für die Verifizierung hochlade. Ich habe es sofort getan. Da der Bearbeitungsstatus tagelang unverändert geblieben ist, habe ich mehrmals gechattet und E-Mails verschickt. Heute ist bereits 4 Tage vergangen und meine Auszahlung nicht bearbeitet. 3 Tage lang hatte das Casino nur von 3 Tage Bearbeitungszeit gesprochen, nachdem 3 Tage vergangen war, begann es davon zu sprechen, dass die Finanzabteilung ausgelastet sei.

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Dear rkk_66,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Have you provided any other documents? Has the casino approved any of them?
• Has the casino indicated any issues with approving any specific documents or details?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

After threatening to file a complaint with Casino Guru and writing today that I had submitted one, things have finally started moving. Suddenly, my money was refunded to my account, and this time they requested many more documents. I have uploaded these as well.

My ID card was "Under Review" for 4 days, now it shows verified.

The many other files relating to bank account, Skrill, and proof of address are now under review.

I received an email asking me to upload additional documents. It stated that there would be a quick verification process that would only take a few minutes.

Nothing has happened for 2 hours.

I fear that the casino is trying to delay things again by 3-4 days.

Nachdem ich mit einer Beschwerde auf Casino Guru gedroht und heute geschrieben habe, dass ich eine Beschwerde eingereicht habe, ist es jetzt Bewegung gekommen. Plötzlich wurde mein Geld wieder auf mein Konto zurückgebucht und diesmal viele weitere Dokumente verlangt. Ich habe auch diese hochgeladen.

Mein Personalausweis stand 4 Tage "Under Review", jetzt zeigt es verifiziert.

Die anderen viele Dateien bezüglich Bankkonto, Skrill, Adressnachweis stehen jetzt als "Under Review".

Ich hatte eine E-Mail bekommen, die mich zu Hochladen der weiteren Dokumente fordert. Da steht, es wird eine schnelle Verifizierung wird und nur ein paar Minuten dauern würde.

Seit 2 Stunden nix passiert.

Ich fürchte, dass das Casino damit wieder 3-4 Tage zu verzögern versucht.

After another three days, the casino only verified my identity with a selfie and ID. At the same time, my withdrawal was cancelled and the money was credited to my player account.

It is obvious that the casino is trying to delay the payout for as long as possible.

I received another email asking me to upload the documents, even though I had uploaded all the documents 3 days ago.

Das Casino hat nach weiteren 3 Tagen nur Selfie mit ID verifiziert. Gleichzeitig wurde meine Auszahlung storniert und das Geld auf Spielerkonto gebucht.

Es ist offensichtlich, dass das Casino versucht, die Auszahlung möglichst lange zu verzögern.

Ich bekam wieder eine E-Mail, die mich zum Hochladen der Dokumente auffordert, obwohl ich alle Dokumente vor 3 Tagen hochgeladen hatte.

Thank you very much for your reply, rkk_66. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina, I sent you the correspondence via email. Unfortunately, the chats can't be downloaded in written form. I've chatted at least 10 times. It's always the same answers. Three days have passed since I uploaded new documents, and nothing has happened. The casino is deliberately not verifying the documents. In my opinion, it's just a scam casino. Please also publish my review. I'm writing negative reviews everywhere to warn other players about this fraudulent casino. I saw that this casino used to be called Spinpolo44 and Spinpolo98, and had negative reviews on Trust. So, the same people are merrily continuing to scam players under different names.

As far as I can see, Winstrax is based in Cyprus, where most other fraudulent casinos are also located. I would blacklist all casinos with any connection to Cyprus.

Hallo Kristina, ich habe dir den Schriftverkehr per Email verschickt. Leider kann man die Chats nicht schriftlich herunterladen. Ich habe mindestens 10 mal gechattet. Es sind immer die gleichen Antworten. Seit dem ich neue Dokumente hochgeladen habe, sind wieder 3 Tage vergangen, nichts ist passiert. Casino verifiziert die Dokumente absichtlich nicht. Es ist meiner Meinung nach nur ein Betrügercasino. Bitte auch meine Rezension veröffentlichen. Ich schreibe überall negative Bewertungen um andere Spieler vor diesem Betrügercasino zu warnen. Ich habe gesehen, dass dieses Casino früher auch Spinpolo44 und Spinpolo98 geheissen hat, und negative Bewertungen auf Trust hatte. Also gleiche Leute betrügen mit Namensänderungen munter weiter.

Soweit ich sehe, die Firma Winstrax auf Zypern ansässig, wo auch die meisten anderen Betrügercasinos sind. Ich würde alle Casinos mit einer Verbindung zu Zypern blacklisten.

So, just as I expected, the fraudulent casino has cancelled the payout for the third time.

So, genau wie ich es erwartet habe, hat das Betrügercasino zum dritten Mal die Auszahlung storniert.

The fraudulent online casino Spinpolo has cancelled a payout for the fourth time. Documents uploaded multiple times have been rejected again.

These are fraudsters of the worst kind.

Das Betrügercasino Spinpolo hat zum vierten Mal die Auszahlung storniert. Mehrfach hochgeladene Dokumente wurden wieder abgelehnt.

Das sind Betrüger übelster Sorte.

Hello rkk_66,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rkk_66,

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, Jana (jana.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,

Kristina

Dear rkk_66,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinpolo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Instead of responding here, the casino has canceled my withdrawal for the sixth time. They keep requesting the same documents, even though I've uploaded them five or six times each time. In the last two weeks, only my address verification has been successful; the documents related to the deposit/withdrawal have been rejected again.

I've been gambling for years, and I've never seen such a disgusting casino.

I request that my review of this casino, which has been waiting for 2 weeks, be published.

It is crystal clear that we are dealing with fraudsters here.

Anstatt hier zu antworten, hat das Casino meine Auszahlung zum 6. Mal storniert. Immer wieder wird gleiche Dokumente verlangt, obwohl ich jeweils 5-6 Mal hochgeladen habe. In den letzten 14 Tagen wurde nur der Adressnachweis verifiziert, die Dokumente bezüglich Einzahlung/Auszahlung wieder abgelehnt.

Seit Jahren spiele ich, und habe noch nie so ein abscheuliches Casino gesehen.

Ich bitte meine Bewertung zu diesem Casino, die seit 2 Wochen wartet, zu veröffentlichen.

Es ist glasklar, dass wir hier mit Betrügern zu tun haben.

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.

Me again. This is an incredible betrayer casino.

Two days before I have seen that my account was completely verified. But I had a bad feeling due to the stupid game of casino, refusing the documents again and again. It is already more than 30 days, since I made a withdrawal.

As I thought, casino has cancelled the withdrawal 7th time and requested a selfie with ID-Card.

I had already uploaded this selfies 2 or 3 times, and the selfie was accepted and verified.

What a damned casino. It is hard to describe.

I don't believe anymore that the fraudsters from Win Top Ltd which operates also Spinpolo Casino among their other scam casinos will pay out any withdrawal.

Last week I had uploaded new selfie with ID-Card (it was the third or fourth time). It has been refused again and casino requests a selfie again.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana