SpinLander Casino - opšta diskusija (strana 2)

We rejected your review because it was unfair for the casino, as they acted according to their terms, which every player has to read beforehand.

Just because you were too busy to pass the verification and the casino closed your account according to their terms, as already mentioned, it wouldn't be fair for them to get the low rating from the user review.

Also, it is necessary to mention that at the end they let you finish the verification and paid you the full amount.

We always stand behind our policies when it comes to user reviews, and if you don't accept it, it is unfortunately on your side.

We surely understand if you'd like to leave this forum, of course, and wish you good luck elsewhere.

I have had a situation recently where €5000 has been confiscated because I did not provide KYC within the 30 days limit.

I explained that my mother had had a serious stroke needing 24-hour care and please could they show some compassion under the circumstances.

Despite chasing them up, I have had no response. Do you think I have grounds to submit a complaint?

Could you tell us exactly when this happened, please?

If it was more than 6 months ago, unfortunately we won't be able to help because we are unable to intervene now anymore.

Also, know that it is difficult for us to go against something that is written in the casino terms, but you never know what can happen. Please provide more information, and we'll see what can be done with this case of yours.

Hi Romi

Thanks for trying to help me. This all happened in September 2025.

I joined the casino and made my deposit on 20 August 2025. They requested KYC the same day. I received an email 26 September 2025:

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Dear ,

We regret to inform you that your account has not successfully passed the verification process on Spinlander.

It is important to note that, as a result of this verification failure, the winnings available in your account balance have been confiscated, and your account has been permanently closed.

Based on the rule clause of General Terms & Conditionals:

2.6.1 To prevent fraud and to add an additional layer of security to your transactions, Spinlander performs identity verification and payment authentication:

- You must complete the account verification after placing a withdrawal request or by demand from the Risk Department. This could be done by uploading requested documents on the Spinlander website. If you have any additional questions regarding verification process, contact financial department directly by sending an email to: [email protected];

- All the documents must be provided within 30 (thirty) calendar days starting from the date of the withdrawal request. If you fail to verify your account in established time, winnings will be confiscated and your account will be permanently closed due to failed verification procedure. 

We want to emphasize that these actions are carried out in strict adherence to our established Terms & Conditions, which you agreed to abide by during the registration process on our website.

If you have any questions, we will be happy to help you by Live Chat or email [email protected]

Kind regards,

Spinlander Risk Department

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I would like to remind you first that it is not very safe to provide detailed information on the forum, such as a username at the casino or your email. You really have to be careful nowadays, as we have heard about many people that were scammed because they published their information.

So, if anyone contacts you pretending it is someone from our team, please know that it is not us. We communicate only from our official emails ending at @casino.guru.

And now please tell me, what was the reason that you didn't pass the verification exactly?

You said that you were busy at that time, so does it mean you did not send any of the requested documents whatsoever?

Hi Romi

Thanks for your advice which has been noted. I thought that when posting messages, your admin team check them and redact any personal information. Obviously this is not the case so what I have done is edit my post showing no personal details, resubmitted it and hopefully you can approve this edit.

From what I recall the casino uses a 3rd-party ID/KYC system whereby all the documents and video are uploaded sequentially in one session. I was going to attend to this, but there was a lot going on in my life and things got delayed. Therefore, no documents were uploaded.

To be frank, I was surprised at the casino's email saying they had confiscated all my funds and closed my account. It seems very harsh and they did not even send a "final reminder" or indeed any reminder, much less state in their email the severe penalty for a delayed response. I appreciate that the caution is mentioned in their T&Cs but for something which is so material, they should be making the possible consequences clear at every opportunity. This is even more imperative considering people get distracted by life events which need dealing with. Anyway, just my opinion for what it is worth.

Good on you that you have edited your previous post.

I get your point, and to tell you the truth, I have to agree with most of it, but I am not sure if our complaint team will be able to help, you know. We, of course, can try, right?

So, if you wish, submit your complaint, explain everything well, and hopefully there will be some positive information to it.

Surely let us know, though, how it goes.