SpellWin Casino - Povlačenje igrača je odloženo zbog čekanja na verifikaciju.

I would like to provide additional information regarding my case with SpellWin.

I registered my account on March 17, 2026, and claimed the first deposit bonus offered by the casino. During my time on the site, I mainly played slot games.

After requesting a withdrawal, I was asked to complete the KYC verification process. I submitted all requested documents and fully cooperated with the verification requirements. However, despite my compliance, the verification remained pending for an extremely long period without any meaningful explanation.

On April 2, 2026, after already waiting for more than a week since submitting my documents, I contacted the casino and expressed my concern regarding the excessive delay. I also informed them that I had repeatedly contacted live chat support and had previously been promised an update by email, which never arrived.

The casino's response on April 2 was simply that my request had been forwarded to the relevant department and that I would be notified once there was an update. No explanation regarding the delay was provided.

After another eight days passed without any progress, I contacted the casino again on April 10. At that point, nearly three weeks had passed since my KYC documents had been submitted. I explained that the delay was unreasonable and requested immediate completion of the verification process and withdrawal.

The casino's reply on April 10 again failed to provide any substantive information. They merely stated that my request had been forwarded to their financial team to "speed up" the withdrawal process and apologized for the waiting time.

In summary:

I registered on March 17, 2026.

I claimed and used the casino's first deposit bonus.

I mainly played slot games.

I submitted all requested KYC documents.

Nearly three weeks passed without verification being completed.

I repeatedly contacted support and live chat.

I was promised updates that never arrived.

The casino never provided a clear reason for the delay.

The casino repeatedly responded with generic statements claiming that the matter had been forwarded to another department.

No evidence was provided that any actual review was taking place.

I believe this level of delay is excessive and unreasonable. More importantly, the casino failed to communicate transparently and repeatedly provided only generic responses despite numerous follow-ups.

I kindly ask Casino Guru to consider these facts when evaluating the fairness of the casino's conduct and handling of my withdrawal request.

Thank you for your assistance.

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.

• Could you please specify which documents you submitted to the casino for your KYC verification?
• Have you uploaded your documents in Japanese, or were you required to have them translated into English?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• When was the last time you tried contacting the casino regarding your verification? 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

Dear rinrin8960256,

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.

Dear Veronika,

Thank you for your reply.

I submitted the following documents for KYC verification:

Driver's License

Selfie holding my Driver's License

Certificate of Residence (Juminhyo)

The documents were uploaded in Japanese. I was never asked by the casino to provide certified translations or English versions of any documents.

Regarding VPN usage, I did not attempt to conceal my identity or impersonate a different person. I accessed the casino from my own account and submitted genuine documents that matched my personal information.

The last time I contacted the casino regarding my verification was on April 10, 2026. Prior to that, I had also contacted both the casino's support team and live chat several times because my verification had been pending for an unusually long period.

The casino's response on April 10 was that my request had been forwarded to their financial team in order to speed up the withdrawal process. However, they did not provide any explanation for the delay, any estimated timeframe, or any information regarding the actual status of my verification.

This was essentially the same type of response I had already received previously. Throughout the process, the casino repeatedly stated that my case had been forwarded to another department, but no meaningful update or progress was ever communicated to me.

Thank you for your assistance. I appreciate any help you can provide in resolving this matter.

Best regards

Please forward me the most recent conversations between you and the casino customer support regarding the verification of your account, as well as the documents that you submitted to the casino for verification. My email address is veronika.f@casino.guru. I appreciate your time and cooperation.

Dear Veronika,

Thank you for your message.

I have forwarded the requested documents and the most recent correspondence between myself and the casino to your email address, including the documents I submitted for KYC verification.

Please let me know if you have any trouble receiving the email or if you require any additional information or documents from my side.

Thank you for your assistance and for taking the time to review my case.

Best regards

Thank you for your email. However, I have received just your "Final notice" regarding the KYC process, not the documents that you submitted for verification. If you have not yet done so, kindly send these documents to me as well. I appreciate your cooperation.

Dear Veronika,

Thank you for letting me know.

I have now sent the KYC documents that I submitted to the casino. Could you please check whether you have received them?

If there are any missing files or if you need any additional documents or information, please let me know.

Thank you for your assistance.

Best regards

Dear rinrin8960256

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, Mirka (miroslava.d@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 rinrin8960256,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpellWin Casino representative to join this conversation.

Dear SpellWin Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Thank you for reaching out.

After reviewing the case, we can confirm that there has been no delay in the verification process on our side. The KYC review has been progressing in line with the documents submitted by the player. Each document was reviewed as it was received.

At this stage, the verification is still pending because we are waiting for the player to provide the remaining required documents.Once these documents are submitted, the verification process will continue accordingly.

Dear rinrin8960256,

Please notify me, when you will be able to submit the rest of the required documents, or receive update in your verification process.

Thank you for your update.

I must respectfully disagree with the casino's statement because it is inconsistent with what actually happened in my case.

The casino now claims that my verification is still pending because I have not submitted the remaining required documents. However, this is not correct.

I submitted all of the documents that were requested through the casino's KYC process. Furthermore, during my conversations with the live chat support, I was explicitly informed that my identity verification had already been completed. At no point was I told that additional documents were required or that my verification was still incomplete.

If the casino truly required further documents, they should have clearly informed me at that time. Instead, I was repeatedly told that my verification had been completed and that I only needed to wait.

I have also attempted to log into my account to review my account status and the previous chat conversations. However, I can no longer access my account.

When I try to log in, the website displays "User is disabled." If I attempt to recover my password, it displays "User is not found." I have attached screenshots showing both messages.

Because I cannot even access my account anymore, it is impossible for me to check my verification status, review my chat history, or upload any additional documents even if the casino were now claiming that they are required.

I therefore kindly ask the casino to answer the following questions clearly:

If additional documents were really required, exactly which documents are they?

When and through which communication channel was I informed of this request?

Why did the live chat support explicitly confirm that my identity verification had already been completed if the casino now claims that it was still pending?

At the moment, the casino's current explanation directly contradicts both the information that was previously provided to me and the actual status of my account.

Thank you for your continued assistance.

Dear Mirka,

Following a further comprehensive review conducted by our Risk & Anti-Fraud Team, we would like to provide an update regarding this case.

During this additional investigation, the player’s account was identified as being linked to multiple related accounts. Based on the evidence collected, the activity was found to be in breach of Section 9.7.1(e) of our Terms & Conditions, which prohibits coordinated play and any activity intended to obtain an unfair advantage.

As a result of these findings, the player’s account has been disabled in accordance with our Terms & Conditions. An email explaining the account closure was also sent to the player.

For security reasons and to protect the integrity of our fraud detection systems, we are unable to disclose the specific methods or evidence used during the investigation. However, we can confirm that the decision was made following a thorough internal review and in accordance with our internal procedures and Terms & Conditions.

Dear SpellWin Casino,

Please note, your cooperation in providing us with the supporting evidence is needed to be able to independently evaluate the case. Please provide us with supporting evidence, that would confirm the usage of multiple accounts by the player along with the full bonus usage on them, and/or evidence of other unfair advantage, the player gained to miroslava.d@casino.guru.

Thank you.

Please note that the requested supporting documentation has already been sent to your email address. Kindly review it at your convenience and let us know if any additional information is required.

Kind regards,

SpellWin Team

Dear rinrin8960256,

I am extending the timer, since we need to discuss the issue internally. I will notify you, if there are any updates.

Thank you for your patience.

Dear rinrin8960256,

I need to extend the timer again, since the responsible person is on vacation. I will notify you, if there are any updates.

We would like to ask the casino to provide the requested evidence. We are extending the timer by 7 days. If the casino fails to provide sufficient evidence n the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Spellwin Casino,

As previously mentioned, this evidence needs to be supplied in order to close the case.

Please note, your cooperation in providing us with the supporting evidence is needed to be able to independently evaluate the case. Please provide us with supporting evidence, that would confirm the usage of multiple accounts by the player along with the full bonus usage on them, and/or evidence of other unfair advantage, the player gained to miroslava.d@casino.guru.

The evidence provided by now is not sufficient. In cases, when casinos do not cooperate in supplying sufficient evidence, the cases are closed as unresolved with negative effect on casino's rating on our website.