Vincispin Casino - プレイヤーの撤退が遅れています。

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Dear Cerva, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vincispin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please clarify when exactly you requested the withdrawal? 
• Do I understand correctly that in order to finish the KYC verification, you only need to present the source of funds?  
• Is there a reason you do not wish to submit such a document?
• Have you accumulated your winnings with or without an active bonus? 

Please provide a concise and direct response, brief but comprehensive.

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

Best regards, 

Katarina

Dear Katarina,

Thank you very much for your message and for assisting with my complaint.

Withdrawal request date: I requested my withdrawal on 15/09/2025 for the amount of €473.93.

Pending verification: Yes, according to VinciSpin, the only remaining step is to provide a "Source of Funds" document. However, I have already submitted authenticated bank statements (July–September 2025) showing both MB Way deposits and regular monthly Social Security income above €850.

Reason for not submitting additional documents:

The documents they now request (proof of deposit in PDF format) were already submitted and previously accepted by VinciSpin.

I even provided an official SIBS Backoffice digital confirmation, which is the highest level of transaction verification available in Portugal, containing the full transaction details (date, amount, merchant, and unique Log Key).

Moreover, I received an official reply from SIBS (the national payment processor operating MB Way) confirming that PDF proofs are not issued by them, and that any verification or proof of payment must be obtained through the issuing bank — which I already did by providing authenticated bank statements showing the MB Way deposits clearly and visibly.

These same statements were previously validated by VinciSpin, as I successfully completed a withdrawal in the past using the exact same documentation and payment method.

Bonus status: I have never accepted or used any bonuses, promotions, or free bets. My winnings of €473.93 were obtained solely from normal betting activity using my own deposited funds.

In summary, VinciSpin is withholding my verified winnings (€473.93) despite having already validated all required documents and despite me providing additional official evidence directly from SIBS and my bank.

Their repeated requests for "PDF proofs" or "Source of Funds" documents are unreasonable, redundant, and disproportionate to a total deposit of only €75 (€25 + €50).

Thank you very much for your help in resolving this matter.

Kind regards,

S***** N*****

Dear Cerva,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina

I have already sent 3 emails regarding this case.

Kind regard,

S***** N*****

Thank you very much, Cerva, for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) 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.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vincispin Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello!

We would like to inform you that, after reviewing the requested documents, your verification has been successfully completed.

We kindly ask you to proceed with the withdrawal of your balance at your earliest convenience.

Please note that the requested Source of Funds documentation is a standard Anti-Money Laundering (AML) procedure, as outlined at the bottom of our website and included in our Terms and Conditions. We regret any inconvenience caused by the verification process, but we must emphasize that we strictly adhere to our established rules and policies to ensure a secure and fair gaming environment for all users.

Best regards,

Vincispin Casino

Thank you, Vincispin Casino, for this update.

Dear user,

Please inform us whenever you receive your withdrawal.

Respectfully,

Romi

Good morning

I confirm that i have received my withdrawal

Thanks for the mediation

Thanks Vincispin to accept my SOF explanation

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru