Spinline Casino - 選手の退出手続きが遅延しています。

I still haven’t received my withdrawal. It’s been many days. They keep asking me for more and more documents which I already sent them all. I can’t wait any longer Z

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.

Dear thegreekguy,

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 take KYC lightly.

• 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?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

hi

I already provided my id front and back , card statement , deposit transaction statement , screenshot of the card , information about my proof of income , salary payslip. I provided everything they requested with the correct format . Even a payslip which no casino ever requested me for one. I post some screenshots with the conversation with the casino

Update

they asked me for recent payslips which I sent them and now they ask me for statements from 2 of my banks which is insane. I sent the everything except the one of my bank does not let me make a statement for march and February so I sent them only a January one which is enough as I haven’t played a lot of money in their platform . I attach screenshots of prove.

Thanks for the update and detailed explanation.

Have you asked your bank when the bank statements from February and March will become available to you?

Do I understand correctly that you receive your salary to said bank account; however, bank statements weren't made available to you?

Please let me know.

Yes I asked them and I already sent them. February and march statement too , still no withdrawal though

Dear thegreekguy,

Thank you for your patience during this process. We would like to inform you that our verification department has completed the review of your documents, and your account is now fully verified.

We apologize for any inconvenience caused by the additional requests. As mentioned earlier, the KYC process is a mandatory security measure to ensure the safety of all transactions. We appreciate your cooperation in providing the necessary files.

Your withdrawal is currently being processed and will be sent to you shortly. Please keep us updated once you receive the funds, and if you have any further questions, our support team is always available to help.

Best regards,

Spinline Casino

Thanks to both parties for your reply and updates.

Dear thegreekguy,

• Was your payout successful?
• May we consider the issue resolved?

Please let me know

Dear thegreekguy,

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