Spassino Casino - Povlačenje igrača je odloženo zbog zadržavanja KYC-a.

I am requesting help with a withheld balance of 563 EUR at Spassino (operator Spasmatic N.V., Curacao licence no. 147851).

Timeline:

• 18 March 2026: Spassino restricted my account, citing suspected fraud in live casino games, refunded the deposit amount and made any withdrawal conditional on completing KYC verification.
• - 31 March 2026: I submitted my ID document and a selfie.
• - 11 August 2026: I submitted proof of address (bank statement) and a screenshot of the deposit transaction.
• - 11 August 2026: Support asked for the remaining documents, each attached separately but all within a single email.
• - 12 August 2026: I asked for an explicit list of what was still missing. Support declined to provide one and referred me back to their original email.
• - 17 August 2026: I submitted the complete set in one email, as instructed: ID front, ID back, proof of address, a new selfie holding a paper with the current date, and a screenshot of the deposit transaction.
• - Since then: no response.
• Support previously replied within 3.5 hours and, on one occasion, within one minute. After I submitted the complete set of documents, communication stopped entirely.
• The account balance is 563 EUR. The account remains blocked and withdrawals are unavailable due to the KYC hold.
• I have complied with every documentation request the operator has made. I am asking for the verification to be completed and the balance released, or for a specific written statement of what is still missing.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is the amount you are currently waiting to have refunded the original deposit amount you sent to the casino?
• Were you able to play any other games apart from the live casino games that were blocked for you by the game provider?
• Could you please forward me the documents you most recently submitted to the casino, which are currently pending verification in your account, at veronika.f@casino.guru?
• Have any of your submitted documents been reviewed and approved by the relevant department yet?

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

Best regards,

Veronika

Hello Veronika,

thank you for taking up the case. My answers below.

1) Yes. The 563 EUR held on the account corresponds to the deposit the

casino returned to me on 18 March 2026, when it voided my live casino

play. The original deposit was 0.01 BTC, made on 6 February 2026. The

EUR figure displayed in the account moves with the BTC rate, which is

why it does not match the deposit to the cent. I am not claiming any

winnings — only the returned deposit.

2) After the restriction on 18 March 2026 I did not attempt to play

anything further. My only interest was the withdrawal of the balance,

which was unavailable from that point on. The restriction was

communicated to me as a block on live casino games due to suspected

fraud, and the account has been under a KYC hold since then, with

withdrawals disabled.

3) Yes — I am forwarding the complete set of documents submitted to the

casino on 17 August 2026 to veronika.f@casino.guru in a separate email.

4) No. I have never received confirmation that any of the submitted

documents was reviewed or approved, and the casino did not confirm

receipt either. On 12 August I explicitly asked support for a list of

what was still missing; they declined and referred me back to their

email of 18 March 2026. Since my submission of 17 August 2026 there has

been no response of any kind.

Best regards,

Dear CedricMore

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear CedricMore,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spassino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spassino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you for taking over the case.

There are no updates on my side. The casino has not contacted me since my last message, and the documents I submitted on 17 August 2026 have still not been acknowledged or reviewed.

I have nothing further to add at this stage and will respond promptly to anything you or the casino need.

Best regards,

CedricMore

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.