Spinz.com Casino - プレイヤーのアカウント確認が遅れています。

Complaint against Spinz.com

Dear Casino Guru team,

I would like to file a formal complaint against Spinz.com.

I have complied with all the casino’s requests regarding the account verification process and have uploaded the required documents several times. Despite this, my account has not been verified, and as a result, my withdrawal has not been processed.

The main issue is that the casino refuses to accept the identity document I provided, even though it is a valid and legal document in my country. Instead, they insist on requesting another form of identification (such as a passport or driver’s license), which I simply do not possess. Therefore, I cannot provide any other document besides the one I have already submitted, which is official and sufficient to verify my identity.

I have informed the casino about this situation, but they have not offered any real solution. In practice, this has left me in an unfair blockade: I am unable to verify my account or access the money that rightfully belongs to me.

I kindly request Casino Guru’s assistance in this matter, as I believe the casino’s refusal to accept a legal identity document is unjustified and arbitrary.

Thank you very much in advance for your support.

Sincerely,

Itzel T****

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 ensures that the money is sent to the rightful owner. Since they can't physically see all of the players or check their identification and documents, this is the only way gambling establishments can complete the verification process. None of the serious and licensed casinos takes KYC lightly, and it may take a few business days to finish this thorough process.

• Please specify when the verification process started.
• What documents have you already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were your other documents, except for the ID, accepted and verified?
• Have you received any specific feedback from the casino regarding why your ID was not accepted?

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. Please see my answers below:

• When did the verification process start?

The verification process started around July 24th.

• What documents have you already provided and when exactly did you send the last one?

I have provided the following documents: proof of deposit method, identity document, proof of address, and a selfie. The last submission was on August 9th.

• Have you provided all the required documents as soon as possible and in the correct format?

Yes. All documents were submitted as quickly as possible and in the correct format requested.

• Were your other documents, except for the ID, accepted and verified?

Yes. All other documents were accepted and verified without issue.

• Have you received any specific feedback from the casino regarding why your ID was not accepted?

Yes. I was informed that my ID was not considered valid. However, I must emphasize that this document is official and fully legal in my country and it is also the only identification document I have available.

I hope this clarifies the situation.

Sincerely,

Itzel T****

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.

Dear Natalia,

Thank you for your reply. As requested, I have forwarded all the email communication exchanged with Spinz.com regarding my case.

Best regards,

Itzel T****

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 Spinz.com Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinz.com 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 verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Tinoco_34, dear Kubo

Thank you for your message.

The delay in processing the player’s verification is due to the fact that the document provided was rejected, as it does not display both an issue date and an expiry date.

Unfortunately, without this information the document does not meet the required regulatory standards.

In order to successfully verify the account, we kindly ask the player to provide a valid form of identification that clearly shows both the issue and expiry date.

Acceptable documents include a passport, driver’s license, or national ID card.

Once such a document is submitted, we will be able to complete the verification promptly.

Best regards,

Spinz

Dear Spinz.com Casino,

Thank you for your response and for the clarification regarding identity verification.

I understand the requirements; however, the player has provided a Voter Credential (Credencial Para Votar), which is an official document issued by the National Electoral Institute (INE) and is recognized as the Mexican national ID.

Since your casino accepts players from Mexico, it seems unusual that this widely used official document is not accepted. While I understand that the full issue and expiration dates are missing, the years are still present, and unfortunately, this is standard for this type of document.

The player does not possess alternative identification, such as a passport or driving license. Therefore, I kindly ask you to consider alternative verification methods to maintain a fair and player-friendly approach. Could additional documents, such as a birth certificate, help complete the verification? Alternatively, would it be possible to arrange a verification call with the player?

Thank you in advance for your consideration, and I look forward to your response.

Dear Kubo and Tinico,

After discussing your concern thoroughly with our dedicated team, we have been informed that the Voter Credential (Credencial Para Votar), although an official document issued by the National Electoral Institute (INE) and recognized as the Mexican national ID is only valid within Mexico and not internationally.

For the same reason, we are only able to accept passports, national ID cards, or driving licenses as valid identification for verification purposes.

However, as a one-time exception and in appreciation of your loyalty as a valued customer, our team will process the withdrawal once Tinico initiates it from his account.

We hope this clarifies your query. Should you need any further assistance, please do not hesitate to contact us here or via Live Chat.

Regards,

Spinz Support Team

Dear Kubo,

I would like to update you regarding the case with Spinz.com. The casino has finally processed the payment; however, in clear retaliation against me, they decided to block my account without any valid reason.

This action speaks very poorly of Spinz.com and highlights their lack of professionalism and transparency. I want to leave it on record that, had it not been for Casino GURU’s intervention, the casino would likely have never responded and might have retained my money illegally.

I deeply appreciate your support and assistance throughout this process. Thanks to your efforts, I was able to recover my funds, even if the casino chose to act in such an unfair and retaliatory way.

Best regards,

[redacted by Casino Guru]

Dear Kubo,

I would like to update you regarding the case with Spinz.com. The casino has finally processed the payment; however, in clear retaliation against me, they decided to

This action speaks very poorly of Spinz.com and highlights their lack of professionalism and transparency. I want to leave it on record that, had it not been for Casino GURU’s intervention, the casino would likely have never responded and might have retained my money illegally.

I deeply appreciate your support and assistance throughout this process. Thanks to your efforts, I was able to recover my funds, even if the casino chose to act in such an unfair and retaliatory way.

Best regards,

[redacted by Casino Guru]

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