Spinanga Casino - La cuenta del jugador se desactivó debido a problemas de verificación.

Dear Sirs and Madames,

I have won a total of 32000 Euro and was told to withdraw it in small amounts of 1000 Euro per day. However, when I tried to do this, my account was deactivated by the casino website with the explanation that they needed to verify my identity. Consequently, I sent the casino all the necessary documents multiple times, although I have not received any meaningful responses from them. For a month, I've been writing to customer service every day via live chat and by email, but I get the same answer every time that they need my Visa card to be submitted, even though I have done this several times. Whenever I ask, the live chat is ended by the staff or they do not respond to me at all. I have documented all conversations, which I have already communicated to customer service. They have not responded to my request and have also not given me any addressed information of their headquarters which I required to take legal action.

Sehr geehrte Damen und Herren,

ich habe einen Gewinn in der Summe vom 32000 Euro gewonnen und sollte diese in kleinen Beträgen heißt 1000 Euro pro Tag abheben als ich dies tun wollte würde mein Konto von der Casino Webseite deaktiviert mit der Begründung , dass diese meine Identität prüfen müssten . Darauf hin habe ich der Casino Webseite alle benötigten Unterlagen mehrmals zukommen lassen allerdings habe ich keine wirkliche Rückmeldung seitens der Casino Webseite erhalten seit einem Monat schreibe ich jeden Tag per live Chat und e Mail an den Kundenservice allerdings erhalte ich immer nur die selbe Antwort diese lautet jedesmal dass meine Visa Karte noch eingereicht werden müsse obwohl ich dies bereit mehrmals getan habe auf Nachfrage wird der Live Chat von seitens der Mitarbeit beendet oder diese gebe mir keine Antwort . Ich habe alle Gespräche dokumentiert was ich auch bereits dem Kundenservice mitgeteilt habe diese gehen nicht auf meine Bitte ein und wollen mir auch keine Anschrift ihres Sitzes mitteilen welches ich benötige um rechtliche Schritt einzuleiten

Dear zivadin97,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Ladies and Gentlemen

I created my account on February 3, 2025. For this reason, my account verification was not completed and, according to the casino, is still being processed. I won the stated amount playing a slot machine without an activated bonus.

Furthermore, when I created my account, the casino did not offer me any opportunity to identify myself. This process was only required when I won the sum of 32,000. I have already won money with this casino operator before and have already received 2 payouts without having to verify myself.

Best regards,

Zivadin N*** A*********

Sehr geehrte Damen und Herren,

ich habe mein Konto am 03.02.2025 erstellt. Aus diesem Grund wurde meine Kontoüberprüfung nicht abgeschlossen und ist laut Aussage des Casinos noch in Bearbeitung. Die genannte Summe habe ich bei einem Spiel am Spielautomaten ohne aktivierten Bonus gewonnen.

Des Weiteren würde von Seitens des Casino als ich mein Konto erstellt habe keine Möglichkeit geboten mich zu identifizieren dieser Prozess würde erste verlangt als ich die Summe in Höhe von 32000 gewonnen habe . Ich habe bereits davor schon mal Geld bei diesen Casino Betreiber gewonnen und schon 2 Auszahlungen erhalten ohne dass ich mich verifizieren musste. 

Mit freundlichen Grüßen,

Zivadin N*** A*********

Thank you very much, zivadin97, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your reply

I am waiting for further information from you

Best regards

andelkovic

Vielen Dank für ihre Antwort

ich warte auf weitere Information ihrer Seits

mit freundlichen grüssen

andelkovic

Hello, zivadin97,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Spinanga Casino team,

Could you please explain the player's situation in more detail? What should the user do to complete the KYC and withdraw their disputed winnings?

Dear Customer,

Thank you for reaching out.

As you have been informed via email, we need you to provide us with a photo of the back of your card ****0021 but with first 6 (BIN number) and last 4 digits visible (with CVV code hidden, of course).

So far you have sent us a photo of the back of your card with only first 4 and last 4 digits visible. Please provide us with the required photo via email and we will make sure to check it with priority.

Best regards,

Customer Support

Thank you for the clarification, Spinanga Casino team.

Dear zivadin97,

Can you please follow the casino representative's instructions and inform us once it is done?

I have sent Spinanga my bank card several times as a photo and even as a PDF

Ich habe Spinanga mehrere Male meine Bank Karte geschickt als Foto und sogar als PDF

Alright, never mind. If they ask for it again, I strongly recommend you do it again. Otherwise, there is no way to proceed, and we cannot help you.

So, can you please follow the casino representative's instructions and inform us once it is done?

Yes I'll try again

Ja ich versuche es nochmal

Please inform us once it is done, and we will ask the casino to check it and update us.

Looking forward to hearing from you.

Here are the chats from today and if I read correctly they want me to write them an email saying that I am not addicted to gambling and that by confirming that I will not have my account activated again, which means that by confirming that I will lose my account and my money

Hier sind die Chats von heute und wen ich richtig lese verlangen sie von mir das ich denen eine email schreiben soll das ich nicht spielsüchtig sei und mit der Bestätigung verzichte das mein Account wieder freigeschaltet wird das heißt dann das ich mit der Bestätigung mein Account und mein Geld verliere

Dear Customer,

Thank you for your email.

We would like to inform you that account closure was applied for verification purposes, therefore please refrain from going to chat and requesting account re-opening, as the condition for it is account verification.

As a reminder, here is what we are waiting for in terms of verification:

•  photo of the back of your card ****0021 but with first 6 (BIN number) and last 4 digits visible (with CVV code hidden).

Best regards,

Customer Support

Dear zivadin97,

The casino representative provided you above with instructions on what needs to be done to complete your KYC/verification. In the meantime - again.

"As you have been informed via email, we need you to provide us with a photo of the back of your card ****0021 but with first 6 (BIN number) and last 4 digits visible (with CVV code hidden, of course).

So far you have sent us a photo of the back of your card with only first 4 and last 4 digits visible. Please provide us with the required photo via email and we will make sure to check it with priority."

The instructions were clear, understandable, and easy to do. How did you come to contact the casino's Live Chat and request reopening, please?

Now, let's do it a bit differently.

Please find the email in question from the casino where they requested the photo of the back of your card ending ****0021, and provide them (via email) the requested document(s)/photo(s). However, this time with this difference - when you do it, please add me (branislav.b@casino.guru) to the copy of your email so I can see that you have done that according to the casino's request and I have a confirmation that you have really done that.

We require full cooperation from players in resolving their issues, and there is no other way how to proceed, besides following the casino's instructions above. So, this is the last warning - I am setting up the timer for 7 days from now, and if you fail to comply with the casino's request, the complaint will be closed/rejected without further discussion.

Looking forward to hearing from you and receiving a copy of your email with the requested photo sent to the casino.

I have already done exactly as requested in the description

sent the documents exactly what they asked of me I can also send them proof

ich habe bereits genau wie in der Beschreibung verlangt wurde von mir

die Unterlagen geschickt genau das was die von mir verlangt haben ich kann ihnen auch einen Beweis schicken

Dear Sir or Madam, I have already sent the requested back to the casino several times, but I will send it to the casino again.

Best regards

ZA******

Sehr geehrte Damen und Herren die angeforderte Rückseite hatte ich bereites dem Casino mehrmals zugesendet gehabt allerdings werde ich diese erneut an das Casino zusenden .

Mit freundlichen Grüßen 

Z.A******

I have now sent them an email together

Hab den jetzt eine email geschickt mit ihnen zusammen

Thank you for your email, zivadin97. However, you must be kidding us. If the casino requested one photo of the back of your bank card, why did you send them 2 photos in a .pdf file? Why did you not send them simply 1 photo or 2 photos attached to the email?

Dear Spinanga Casino Team,

Can you please look at the user's email and inform us whether the casino can accept the photos in such a form? It looks like it is just 2 photos in a .pdf, and apart from the places where the sensitive numbers are covered up, nothing of the essential detail has been edited.

If so, and the casino accepts it in such a form, what else should the complainant do to complete the KYC?

Dear all,

Thank you for your replies.

Could you please specify to which email address the email was sent and which address it was sent from? Unfortunately, we are unable to locate the email.

Best regards,

Customer Support

Dear Customer,

Thank you for your message.

Unfortunately, an edited PDF file is not suitable for the verification of your card.

We need you to provide us with a photo of the back of your card ****0021 but with first 6 (BIN number) and last 4 digits visible (with CVV code hidden).

Looking forward to your reply.

Best regards,

Customer Support

I don't understand what they want? I did what was asked of me but every time they come up with new excuses

Ich verstehe nichts was wollen die ? Habe das gemacht was von mir verlangt wurde jedes Mal kommen die mit neue Ausreden

Ladies and Gentlemen

I would like to clarify that I did not send the casino a PDF file, but just a regular photo of a credit card. This photo was inserted as a CC in the last 2-3 days.

However, it seems that the casino assumes that this is a PDF file when it is not, so I ask you to check this misunderstanding and correct it accordingly.

Thank you for your attention.

Best regards,

Zivadin97

Sehr geehrte Damen und Herren,

ich möchte klarstellen, dass ich dem Casino keine PDF-Datei geschickt habe, sondern lediglich ein normales Foto einer Kreditkarte. Dieses Foto wurde in den letzten 2-3 Tagen als CC eingefügt. 

Es scheint jedoch, dass das Casino davon ausgeht, dass es sich dabei um eine PDF-Datei handelt, obwohl dies nicht der Fall ist. Ich bitte Sie daher, diesen Missverständnis zu überprüfen und entsprechend zu korrigieren.

Vielen Dank für Ihre Aufmerksamkeit.

Mit freundlichen Grüßen,

 Zivadin97

Dear zivadin97,

No excuses. There is still an easy requirement that you were not able to meet, after several attempts.

There was a moment above when I warned you about the consequences for not following the casino's instructions, and also another time I wrote to you that you had to be kidding. To be honest, now it seems you did it in a different way (each time) on purpose.

Since I can see you use Outlook, please send the requested photo to the casino (the original one, meeting the casino's requirements - what may be covered and what should be visible on the photo) - yes, once again, because you did it incorrectly every time before.

• Take a requested photo (cover things that can be covered according to the casino's instructions)
• Follow these simple instructions for attaching files to an email in Outlook (since you were able to convert photos to a .pdf file or edit your photos, it really should not be a problem for you to simply attach a photo to a new email to the casino; if you do not know how to do it, ask someone around you for help...):

• Again, add me to the CC of your new email
• Send it correctly as an attached file to the casino - it would be great if you could send it as a response via email to some of the casino's last emails informing you about the rejection of the provided files/images in the incorrect format before
• Let us know here, in the thread, once it is done

Please note this is the last warning from our side. If you fail to provide the requested, following the casino's instructions, and you fail to simply send the photo as an attached file, the complaint will be closed/rejected.

Looking forward to hearing from you.

If the casino provides you with positive feedback regarding the last email and the photo in the email body, please inform us about it. If the casino is able to accept it like that, you will not have to repeat the process again according to the instructions in my last post.

Thank you for understanding.

Ladies and Gentlemen

I hope you had a pleasant week.

On June 16, 2024, I sent the casino a message and have been waiting for a response ever since. I also sent Mr. Branislav an email with the back of my card to make sure that all the required information was correct before sending another message to the casino. They also asked me not to send the casino any more photos and to wait for a response to my message of June 16, 2024.

Unfortunately, I have not received a response yet. I would be very grateful if you could let me know whether my message and the attached file are correct and complete. If there are any questions or further information is required, I will be happy to help.

Thank you in advance for your support.

Sehr geehrte Damen und Herren,

ich hoffe, Sie hatten eine angenehme Woche.

Am 16. Juni 2024 habe ich dem Casino eine Nachricht gesendet und warte seitdem auf eine Rückmeldung. Zusätzlich habe ich Herrn Branislav eine E-Mail mit der Rückseite meiner Karte geschickt, um sicherzustellen, dass alle erforderlichen Informationen korrekt sind, bevor ich eine erneute Nachricht an das Casino sende.Diese hatte mich auch erstmal gebeten gehabt dem Casino keine weiter Fotos zuschicken, und erstmal auf eine Antwort auf meine Nachricht vom 16.juni 2024 zu warten.

Leider habe ich bisher keine Antwort erhalten. Ich wäre Ihnen sehr dankbar, wenn Sie mir mitteilen könnten, ob meine Nachricht und die angehängte Datei korrekt und vollständig sind. Falls es Unklarheiten oder weitere Informationen benötigt werden, stehe ich Ihnen gerne zur Verfügung.

Vielen Dank im Voraus für Ihre Unterstützung.

Greetings all,

Thank you very much, zivadin97, for your last email and the requested photo - yes, that is exactly how it should have been sent to the casino before.

However, since you have not received any statement regarding your last email sent to the casino, let's wait for their decision. Then, if you are requested to provide it again, feel free to send them the photo exactly in the way you provided to me in your last email.

Dear Spinanga Casino Team,

Can you please provide us with an update on the document/photo the user last sent to the casino and the status of his KYC/verification?

Why is the casino still not responding?

wieso antwort das Casino immer noch nicht ?

Dear Customer,

Thank you for providing us with the requested photo, it is being checked by the relevant department. You will be informed in case of any updates.

Best regards,

Customer Support

Dear zivadin97,

I am setting the timer for you now. There was an ongoing communication between me and the casino representative outside the thread, and it looks like the casino found your documents recently, so please note it may take some time until they fully review them.

Please provide us with an update once the casino contacts you.

Hello, thank you for your message. As soon as the casino contacts me, I will give you a response immediately. Is there a specific time period in which I can expect to be contacted by the casino?

Guten Tag, vielen Dank für Ihre Nachricht. Sobald sich das Casino bei mir meldet, werde ich Ihnen umgehend eineRückmeldung geben. Gibt es einen bestimmten Zeitraum, in dem ich mit einer Kontaktaufnahme seitens des Casinosrechnen kann?

Hello, thank you for your message. As soon as the casino contacts me, I will give you a response immediately. Is there a specific time period in which I can expect to be contacted by the casino?

Guten Tag, vielen Dank für Ihre Nachricht. Sobald sich das Casino bei mir meldet, werde ich Ihnen umgehend eineRückmeldung geben. Gibt es einen bestimmten Zeitraum, in dem ich mit einer Kontaktaufnahme seitens des Casinosrechnen kann?

Dear Customer,

Thank you for cooperating and being patient.

We would like to inform you that your account on our website is now open and verified.

Best regards,

Customer Support

Thank you for the update, Spinanga CS Team.

Dear zivadin97,

Can you please check your disputed casino account and confirm the above-stated?

Has your issue been resolved, and can I consider the matter resolved, or is there anything else I could help you with?

Dear zivadin97,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions.

The player can reopen this complaint anytime or provide an update via email (branislav.b@casino.guru).

Thank you very much, Spinanga Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru