LiraSpin Casino - Zahtev za povlačenje igrača je odložen.

I got a 1467€ win with Liraspin Casino back in March and for the life of me cannot get it from them. I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof i have a salary income, over 3 months payslips with statements showing my income received, wealth questionaire completion, lifetime transactions from the account i used to deposit 300€ and each time i get the below email fired at me. I told the Casino numerous times that i opened the account on the 13th March which is outlined on my statement. 

´¨ Source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months).¨¨

Dear AllForCullen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal issues you've been facing with Liraspin Casino. To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Have you had any prior issues with withdrawals at this casino, or is this the first time?
• Can you specify the types of documents you submitted as your source of wealth in support of your withdrawal?
• Have you reached out to customer support for an update on your verification status? If so, what was their response?

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

Best regards,

Veronika

Hi there,

Below is the answer to your questions.

Have you had any prior issues with withdrawals at this casino, or is this the first time? First win and withdrawal.

Can you specify the types of documents you submitted as your source of wealth in support of your withdrawal?Payslips, bank statement, deposit proof, questionaire they sent and completed, live selfie and Passport. I have also sent them proof that i have not had my deposit account for 3 months and they keep asking for it. I have told the Casino about 20 times now that i opened the account in March and they can clearly see that on my statement. Also sent them proof of withdrawal account.

Have you reached out to customer support for an update on your verification status? If so, what was their response? Pretty much daily and i get the same reply that to send them luxon statement for 3 months.

Below if every response from the Casino.

Source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months).¨¨

They have everything? Can you get the support in?

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly include all the communication between you and the casino customer support regarding the verification of your account that could be relevant for the investigation of your case as well. Thank you for your patience and cooperation.

Dear AllForCullen,

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.

all forwarded.

Thank you very much, AllForCullen, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK I am waiting. Thank you so much.

Dear AllForCullen,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LiraSpin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LiraSpin Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear AllForCullen,

Thank you for your continued cooperation.

As an online gambling service provider, we operate solely via the internet and offer electronic payment processing as part of our services. In line with the requirements set forth by our licensing authority and to ensure efficient and secure payment processing, we are obliged to adhere to the "Know Your Customer" (KYC) procedures.

While we are not a financial institution, these protocols are essential for both us and the third-party payment providers we work with. They serve to enhance transaction security and reduce the risks associated with gambling-related payments. This is a standard industry practice that supports responsible and compliant operations.

We would like to confirm that we have successfully received your bank statement with visible wage entries.

Upon review of the provided documents, we kindly request that you clarify the nature of the incoming transactions from third parties to your bank account. Our analysis indicates that the total amount received from these sources exceeds your stated salary during the relevant period.

Specifically, we require clarification regarding the following transactions:

• BEE – February 7
• TC – February 6
• TOM – January 22

Please be advised that this request is strictly in accordance with Anti-Money Laundering (AML) regulations, which we are legally required to comply with as an entity providing electronic financial services online.

Thank you for your understanding and cooperation.

Best regards,

LiraSpin Casino

I’m reaching out to update you on my complaint against Liraspin Casino, and I’m honestly at my wits’ end. This whole process has been an absolute nightmare. I’ve sent Liraspin every document they’ve asked for payslips, bank statements, deposit proof, a wealth questionnaire, live selfie, passport, you name it—over and over again. I’m talking dozens of emails since March for a 300-euro deposit and a 1467-euro win. Now they’re digging into personal transactions, and it’s not just frustrating, it’s genuinely painful.

They’re asking about transactions labeled "BEE" (February 7), "TC" (February 6), and "TOM" (January 22), which are from an inheritance and some casino winnings.

Having to explain this to a Curacao casino feels like a huge invasion of privacy, especially for such a small deposit. It’s awkward and hurts to keep revisiting this stuff. I’ve told them at least 20 times that I opened the deposit account on March 13, which is clear on my bank statement, but they keep asking for a three-month statement from an account that didn’t exist before March.

I’ve sent my payslips and bank statements for January, February, and March multiple times, showing my salary deposits, and I’m attaching them again to this forum post so you can see I’ve done everything they’ve asked. The source of my 300-euro deposit is crystal clear in the account I used there’s no mystery here.

I’m begging you to help me get this resolved. Liraspin’s endless demands for the same documents and personal details are starting to feel like harassment. I’ve attached all the documents payslips, bank statements, everything to this post for transparency, just like I’ve sent to their email repeatedly. Please, Kubo, step in and push them to process my withdrawal. I can’t keep doing this, especially when it’s forcing me to relive personal stuff for no good reason.

Thank you so much for your help. I’m counting on you to make this stop.

Best,

Dear AllForCullen,

I understand your frustration regarding what may seem like excessive or illogical document requests from the casino. However, it is important to note that the casino has both the right and the obligation to verify the identity of players using their platform.

If a bank statement contains transactions from unknown or unverified sources, the casino may request clarification or additional documentation to confirm the legitimacy of these funds - especially if they are later deposited into a casino account. In essence, the casino must ensure that all funds processed through its platform are lawful, in line with regulatory and legal requirements.

Dear LiraSpin Casino,

As you have requested clarification regarding the transactions in question, does the player's explanation adequately address your concerns? If further information is required, please specify exactly which documents or details are needed from the player in order to meet your verification standards and move forward with the withdrawal process.

Thank you both for your cooperation.

Dear AllForCullen,

Thank you for your recent explanation. While it has been accepted, we kindly require supporting documentation in order to proceed with the verification process.

To continue, we ask that you provide proof of inheritance, as previously mentioned in our email correspondence. This document should clearly show the funds that were transferred to you and explain the reasoning behind the transfer, specifically that it is related to an inheritance.

Please ensure the document is clear and legible. You can upload it directly to your profile for verification.

Best regards,

LiraSpin Casino

Dear AllForCullen,

Thank you for your detailed explanation. I understand your position and I’m truly sorry for your loss.

I appreciate the time you’ve taken to provide context and documentation.

Dear LiraSpin Casino,

We fully understand the importance of your internal procedures and your responsibility to ensure compliance with AML regulations. Verifying the origin of funds is a critical part of this process, and we recognize your obligation to uphold these standards.

However, in this particular case, I respectfully believe that the requirements for additional documentation are indeed excessive. The player has already provided a comprehensive set of documents, including payslips and evidence of winnings from other licensed casinos, which collectively demonstrate the legitimate origin of the funds in his bank account.

Considering the relatively small size of the deposit in question, especially in proportion to the verified account balance, and the absence of any indicators suggestive of AML-related concerns, we believe that applying further enhanced due diligence measures may not be proportionate in this situation. The request for additional proof, which the player is currently unable to fulfill, could be viewed as unnecessarily burdensome, especially given the context and the documents already submitted.

I kindly ask that you reconsider your position in light of the above and evaluate whether the current documentation and explanation can be deemed sufficient for compliance. A more flexible and risk-based approach, particularly in cases with no red flags, helps maintain a fair and balanced relationship with customers while still meeting regulatory expectations.

I remain open to further discussion should you need additional perspective on this matter and hope a reasonable resolution can be found.

Thank you for your cooperation.

Dear AllForCullen,

At LiraSpin Casino, we deeply value our clients and maintain the highest standards of respect and confidentiality. However, in line with standard international practices and Anti-Money Laundering (AML) regulations applicable across the gambling industry, it is our obligation to clarify certain transactions that may be deemed potentially high-risk under licensing requirements (specifically, BEE, TC, and TOM).

This is why we ask for proof of these transactions (sometimes this may involve family issues, but this is the norm of the "Know Your Client" procedure).

Our goal is to confirm the legitimacy of all financial activity to ensure that neither our platform nor its users are exposed to risks associated with illicit activities, including money laundering, which is strictly prohibited across all regulated gaming platforms.

Dear Kubo,

We have sent you an email regarding this matter. Kindly review it at your earliest convenience.

Kind regards,

LiraSpin Casino

Hello AllForCullen,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear LiraSpin Casino,

Thank you for your message. I’ve reviewed the email and provided my response accordingly. I’m confident that we’ll be able to reach a suitable resolution in this matter.

I look forward to hearing from you soon.

Dear Kubo,

We have sent you a response via email. Kindly review it at your earliest convenience.

Dear AllForCullen,

We kindly request clarification regarding the transactions in question. Specifically, please indicate which transactions represent winnings from other casinos and which pertain to inheritance.

Furthermore, please be advised that we are able to accept any form of legal documentation or other official confirmation regarding your inheritance.

Best regards,

LiraSpin Casino

Dear AllForCullen,

Thank you for your continued patience and cooperation throughout this process, especially given the unfortunate circumstances.

I have been in external communication with the casino representative regarding your case. In our discussions, I advocated on your behalf and highlighted that the deposited amount was significantly lower than the funds in question. I also emphasized that your income has been sufficiently demonstrated through your submitted payslips.

Moreover, I pointed out that the bank statement under scrutiny was provided solely as a proof of address, and not as evidence of financial transactions with the casino. This distinction reinforces the view that the transactions in question are unrelated to your activity with the casino.

Dear LiraSpin Casino,

I would like to respectfully reiterate my request for a reconsideration of your decision regarding the player's verification process.

From our perspective, the player's documentation should be accepted as sufficient. The funds in question were transferred to a bank account that was not used to deposit money into the casino. Furthermore, the bank statement from this account was submitted solely for the purpose of address verification. Had the player provided a utility bill instead, this particular account and its transactions would not have come under review.

Given that the deposits made to the casino are well within the player's proven income range, and considering the absence of any direct financial link between the questioned transactions and the casino account, we believe this matter does not warrant withholding the verification.

While we fully respect regulatory obligations concerning AML compliance, it appears that in this instance, the decision to deny verification is based more on internal policy than on substantive regulatory grounds.

We kindly ask you to review this case again and consider completing the player's verification and releasing his funds accordingly.

Thank you for your understanding. I look forward to your response.

Thank you hope we can resolve.

Dear Kubo,

Please be advised that we are currently reviewing the case and have sent you an email containing further information.

Best regards,

LiraSpin Casino

What is there to review?

Dear LiraSpin Casino,

I’ve responded to your recent email and would appreciate it if you could review and reply at your earliest convenience.

Looking forward to your response.

Hello, Kubo!

Apologies for the delay, and thank you for your patience.

We have sent you a reply via email.

Best regards,

LiraSpin Casino

Hi Lira spins

any chance that you reviewed my documents and I get my payment finally?

Dear AllForCullen,

I would like to kindly ask for a bit more time as we continue to discuss this matter internally and work toward an agreement on how to proceed.

At this stage, I can say that the casino’s explanations appear reasonable given the circumstances. However, from our perspective, the measures applied may seem excessive and not entirely necessary in this particular situation.

We will thoroughly evaluate all aspects of the case over the coming days, and I will follow up with our official stance and final decision once our internal review is complete.

I apologize for any inconvenience this delay may cause and sincerely appreciate your continued patience.

Dear AllForCullen,

Following an internal review, we have decided to close this complaint as unresolved, due to the casino’s insistence on imposing what we consider to be unreasonable and excessive verification requirements.

We acknowledge the importance of enhanced due diligence (EDD) under AML (Anti-Money Laundering) protocols and fully support its proper application. However, in this case, we believe the casino’s approach goes beyond what is necessary or proportionate. Despite multiple requests to reconsider their stance, the casino has chosen to rigidly adhere to their decision, citing AML obligations without demonstrating sufficient justification for applying EDD in this context.

As previously mentioned both in this thread and in private communication with the casino, the amount deposited does not indicate any fraudulent behavior and should not have triggered an enhanced verification process. Furthermore, the bank statement in question was submitted solely as proof of address. Therefore, the casino’s decision to scrutinize individual transactions on that document lacks merit. Had a utility bill been provided instead, these transactions would not have been visible or subject to review - demonstrating that the investigation hinged on information that was never relevant to the purpose of the request.

We therefore believe the casino’s actions represent an overreach rather than a legitimate AML compliance measure. Despite their claim that EDD is uniformly applied, we find it highly unlikely that such exhaustive checks are conducted on every transaction appearing on every document submitted by players. In this instance, the source of funds had already been adequately supported through the submission of payslips, and no additional transactions should have been considered relevant.

Given these factors, we are closing this case as unresolved, with the reason classified as "unreasonable excuse." This classification will negatively impact the casino’s safety index on our platform.

Should the casino choose to reconsider their position in the future and move away from unnecessarily rigid practices under the guise of compliance, they are welcome to request a reopening of the case. At this time, however, there is no path forward for resolution.

We appreciate your understanding and regret that we were unable to bring this matter to a more satisfactory conclusion.

Best regards,

Kubo