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Complaint against Spinanga Casino

I would like to raise a complaint against Spinanga Casino due to the unreasonable and repetitive verification process they have subjected me to.

The casino has requested an incredible amount of documents, which I have already submitted several times. However, instead of resolving the issue, they continue to request the same documents again and again, without providing any explanation of what is supposedly wrong with the ones already submitted.

I have also sent multiple emails reporting this problem to their support team, but none of them resulted in any real solution. Their replies are either generic or simply repeat the same requests, making the process endless.

Currently, there is a balance of 247 EUR in my account. I requested a withdrawal over a month ago, but it has not been processed to this day. The situation is unacceptable, and it seems like the casino is deliberately delaying or avoiding payment.

I kindly request Casino Guru’s assistance to intervene and help resolve this matter, as Spinanga Casino has proven unwilling to provide a fair and transparent solution.

Best regards,

Itzel ****

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did the KYC verification start?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• What specific documents were rejected?
• Were any of the documents approved?

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, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia,

Thank you for your reply. I will try to answer your questions as clearly as possible:

• When did the KYC verification start?

Honestly, I do not have a clear date of when this verification process began, because I had already made withdrawals before and at that time my account was successfully verified. What happened this time is that they requested different documents than before, which restarted the whole process in a very confusing way.

• Which documents have I provided and when did I send the last one?

I cannot confirm the exact dates when I uploaded the documents, because the casino platform only allows uploading the files but does not display any information about the date or time of upload. However, I can confirm that I have already provided:

• • Selfies
  • E-wallet transactions (both deposits and withdrawals, from two different accounts)
  • Proof of how one of the e-wallets was funded
  • Proof of ownership of both e-wallets
  • Proof of address document
  • Identity document

• Were the documents provided in the correct format and as soon as possible?

Yes, the documents were uploaded as quickly as possible after each request and always in the exact format they required. In fact, in several cases I even uploaded the files in different forms (different screenshots, presentations, or additional documents) specifically to avoid any type of compatibility or format issue.

• Which documents were rejected?

The documents that were rejected are:

• • The history of deposit and withdrawal transactions
  • The document proving the date and method by which one of the accounts (MiFinity) was funded

• Were any of the documents approved?

Yes, some documents were approved. However, the casino keeps repeating the request for two of them:

• • The transactions made with the casino
  • The funding history of the MiFinity account

This repetition has made the process endless, even though I have already provided these documents several times.

I hope this helps clarify the situation.

Sincerely,

Itzel ****

Thank you very much for your reply!

Were you able to provide the bank statements for both your wallets as proof of your deposits and withdrawals (transaction history)?

As for the Mifinity wallet funding, have you topped it up solely from your own payments from other wallets that belong to you, or have there been any third-party payments to your Mifinity wallet?

Did the casino explain to you what kind of proof they require and why they rejected the documents you provided?

Thank you very much for your follow-up.

Regarding your questions:

• Yes, I was able to provide the bank statements and transaction histories for both of my wallets, showing both deposits and withdrawals, as requested by the casino. These were submitted in the correct format and as soon as possible.
• As for the Mifinity wallet funding, it has been topped up solely with my own payments from other wallets that belong to me. There have been no third-party payments to my Mifinity wallet.
• Concerning the rejected documents, the casino did not clearly explain the exact reason why some of them were rejected. The only feedback I received was that the transaction statements (deposits and withdrawals) and the document showing when and how the Mifinity account was funded were not accepted. However, despite providing these multiple times and in different formats to avoid issues, the casino continues to request the same documents again, without giving further explanation.

I hope this clarifies the situation, and I really appreciate your assistance in helping to resolve this matter.

Best regards,

Itzel ****

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia, thank you again for your support in this case.

I just sent the mails to the email that you provided. Of all the email threads I've shared with this casino's customer support, I hope this one helps you better understand my complaint.

I'll be attentive to any new questions that need to be resolved.

Thank you again for your help.

Best regards.

Itzel

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tinoco_34,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinanga Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinanga Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

We kindly inform you that the issue has been raised to the relevant team and we will have updates for you as soon as possible.

We really thank you for your patience and understanding.

Best regards,

Spinanga casino team

Hello, dear GURU team. First of all, I would like to thank you for your service and support throughout this process.

The issue of non-payment from Spinanga Casino has been resolved; this casino successfully processed my withdrawal. I would like to express my displeasure with this casino once again, due to the entire process and the time it caused me.

Thank you again, GURU Casino team.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tinoco_34,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo