Vincispin Casino - La cuenta del jugador ha sido cerrada sin motivo alguno.

VinciSpin suspended my account on the 24.05.26 after 1 failed ID upload that was blurry and dark. I had $1000 in my balance. I thought all was fine. Until I realized replies were every 24 hours. They were always vague templates telling me to upload documents etc. Even when I couldn't use the sumsub due to it saying. I had poor internet, I sent all documents pdfs via email. They got drip fed accepted slowly. My first 3 deposits were with a different paysafe account that was closed. I showed screenshots of the receipts to my email. Screenshots of the account closing, screenshots of paysafe saying they couldn't get the pdfs for the closed account due to them being prepaid top ups brought in store. Pdfs of the next 5 deposits. They finally moved forward past that. Never mentioned anything about it again, and started requesting additional id. I told them I had no other photo id just my driver's license. They told me to upload it via sumsub so I did it accepted. And they started emailing again asking for additional id. (Bare in mind none of the messages were authentic and human sounding. Was all copy paste templates. "Even after been escalated to "compliance" not once told me there was a problem my account was been closed through any of this. Even emailed asking for my account details to do a manual refund of my account balance. Which should have been $1000. My account has been permanently disabled with no explanation. Just a heck load of Leading me on making it out like all was good. To refund me $110 & have no explanation at all. Even after successfully verifying me. Account said account is verified and all. Yet remained suspended. Maybe here ill get a real reply.

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Hello,

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.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Dear Aimz,

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,
Attila
Casino.Guru