Savaspin Casino - Zahtev igrača za povlačenje sredstava je odložen zbog problema sa verifikacijom naloga.

I cannot verify my account since April because casino rejects my proof of income. Despite of providing my salary payslips and bank statement with salary transactions clearly visible and many explanations that I get monthly salary they just reject my documents and still request Bank statement showing the salary crediting. I don't understand what they require from me. Asking questions makes no sense as they interact with script texts. My winning withdrawal request is pending since 05.05.2025. As I see they make the verification process complicated in case not to pay the amount. Hope you will help to solve this issue.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more details regarding the following:

• Have you received any specific reasons from the casino for the rejection of your documents?
• Does your bank statement contain all the salary transactions necessary for the verification of your casino account?
• Which payment methods have you used to deposit money into this casino?
• Do your payslips and bank statements contain all the personal information necessary for the verification of your account?
• Have you tried reaching out to customer support for further clarification regarding their requirements?

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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Veronika,

I passed face verification successfully and my account was verified. I requested withdrawal, which was rejected and after that casino started requesting different documents.

For deposits and withdrawals I used crypto wallet and I provided proof of the payment.

As I already mentioned casino didn't specify the exact reason of rejection. I wrote to them several times to explain what was the reason but they were sending the same requests.

The payslips and bank statement are official documents and of course they show my credentials and salary.

Of course I tried to reach support and sent them emails several times. They ignore my explanations and just send the same texts.

Could you please forward me the most recent communication you’ve had with the casino regarding the verification requests for your account, along with the documents you submitted for verification? You can send them directly to veronika.f@casino.guru.

Thank you very much for your cooperation.

Dear Veronika,

I have forwarded the last communication with casino to your email address.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Hello tedfranck88,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bruno Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why player´s documents have not been yet accepted?

Thank you in advance for providing the information.

Dear tedfranck88,

We would like to inform you that the verification process is still ongoing, as we require a bank statement covering three months that clearly shows your salaries being credited to your bank account.

Please note that the last payslip is dated 31st May, while the latest transaction on your bank statement is from 25th May. If your salary is credited at the beginning of the following month, please provide a bank statement for June that shows the corresponding salary amount being credited.

Thank you for your understanding. If you have any questions or require assistance, please let us know.

Best regards,

Savaspin Casino

Dear Casino representative,

The salary that payslip shows is transferred in the next month to my bank account. If payslip is for April you will see the salary transfer at the beginning of May. I provided several payslips and bank statements already. Now I am sending the payslip for June and the bank statement for July to casino email. I also provided payslip for July but it will be visible in statement for August which will be available only in September. Please check email.

Documents are uploaded in my casino profile also.

Dear tedfranck88,

thank you for the update!

Dear Savaspin Casino, can you please check and let us know if are the documents sufficient? Thank you so much

Dear tedfranck88,

We would like to inform you that the submitted document has not been accepted, as we require a bank statement that includes your IBAN and name, along with salary credit details. The current document does not display an IBAN and therefore does not meet the criteria of a valid bank statement.

You may contact your bank directly to request an appropriate bank statement or download it from your online banking app.

Please upload the correct document to your account on the verification page so it can be reviewed promptly.

If you have any questions, please do not hesitate to contact us.

Best regards,

Savaspin Casino

Dear Casino representative,

Please be informed that Peru is not in IBAN system and it is not used in banks. You can google this information also. So I cannot provide bank statement with IBAN as you request. I never had IBAN code in bank and of course cannot request this information from the bank.

Dear tedfranck88,

Can you please try to send to the casino some official bank statement from the bank?

In a mean while, please can you be so kind and send the bank statement you have already sent to the casino to me as well?

Thank you

Dear Martina,

The bank statement that I sent to casino is an official one and it clearly shows my salary transfers. I don't understand what other document should I provide.

I forwarded statements and payslips to you now as well.

Dear tedfranck88,

I completely understand that some banks may not use an IBAN system. However, there should still be a unique identifier for your account that your employer uses to transfer your salary.

My suggestion would be to contact your bank and kindly request an official document that includes your name, address, and your bank account number. This way, the casino could verify that the account details match the numbers on your bank statement, even if there is no IBAN. I believe the bank should be able to provide such a document.

If, for any reason, they are unable to do so, then it would be helpful if they could provide a formal statement explaining why this option cannot be accommodated. That statement itself would also serve as valid proof.

Dear tedfranck88,

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.

Hello,

Sorry for delayed reply.

I will forward emails with my bank statements sent by bank to my private email.

Dear tedfranck88,

thank you very much, I have received it.

Did you have a chance to send this also to the casino?

Dear Martina,

The bank statements are shared to the casino with the same emails.

I put both your and casino email addresses while sending them.

Dear tedfranck88,

thank you very much

Dear Savaspin Casino, can you please check out the newly sent documents? Do you find them sufficient enough?

Dear Martina,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Savaspin Casino

Thank you very much Savaspin Casino for the email. Dear casino let me know once you review the new document.

Dear tedfranck88,

As casino informed me, can you please send the required documents to the casino?

Dear Martina,

As I mentioned previously I forwarded bank statements to the casino also. The bank statements that I forwarded I requested from the bank and they sent the documents protected with password. Now casino requests to upload these documents in my profile but I cannot upload the bank statements as they are with a password. If I edit them and save without password then casino will claim that they are not original.

What should I do in this case?

Dear tedfranck88,

Thank you for sending the documents via email.

Let’s check with the casino about the next steps.

Dear Savaspin Casino Team,

Could you please advise on the best way to upload the documents containing password?

Kindly let the player know the preferred method, so we can avoid any delays or unsuccessful attempts.

Thank you in advance

Hello!

We would like to inform you that we have received the emails sent directly from the player’s bank. The documents are password-protected; however, the password was provided in the emails, so this will not be an issue.

The documents are currently under review, and we will update you as soon as possible.

Thank you for your cooperation and patience.

Best regards,

Savaspin Casino

Thank you Savaspin Casino Team for the update, please let us know as soon as you receive new information.

Dear tedfranck88,

Thank you for the emails provided. We would like to inform you that the documents have been accepted. Please request a withdrawal for your balance.

If you have additional questions, please let us know.

Best regards,

Savaspin Casino

Dear Savaspin Casino Team,

Thank you very much for the wonderful news — it’s truly appreciated!

Dear tedfranck88,

Please go ahead and request a withdrawal, and keep me updated on how the process goes.

Thank you in advance for your cooperation!

Dear Savaspin casino,

I am not allowed to request a withdrawal as the status of the account in my profile is still unverified and verification is still requested. I cannot upload the original bank statement as it is protected with code.

Please help me with this.

Dear tedfranck88,

The issue was of a technical nature and has now been resolved. You may proceed to request a withdrawal for your available balance.

If you continue to experience the issue, please let us know, and we will be glad to assist further.

Best regards,

Savaspin Casino

Dear Savaspincasino Team,

Thank you for your promptness. I requested a withdrawal to my crypto wallet and waiting for processing.

I will inform here when amount is received.

Thank you tedfranck88!

Yes, please keep us updated!

Thank you so much

Dear tedfranck88,

We would like to inform you that your withdrawal was processed on October 19th at 09:16 UTC via cryptocurrency. The funds should have already reached your account, as the typical processing time for such transactions is up to three hours.​

If you have not yet received the funds, please let us know so that we can review the transaction and provide further assistance.

Best regards,

Savaspin Casino

Hello,

The withdrawal amount is received.

Thank you both sides.

Best regards,

Ted

Dear tedfranck88

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Thank you in advance for your time.