Spinania Casino - Nalog igrača je suspendovan.

I want to file a complaint against this casino because my account was verified and I received notifications confirming that my account is verified.

After I provided all the necessary documents, I made withdrawals, After that, my account was suspended. I believe it may have been closed, but I can still access it, and it keeps asking me to upload a bank statement for the last three months.

I cannot provide a three-month bank statement because I opened my bank account on March 3, 2026, which I used to deposit into the casino.

I have provided a bank statement from March 3, 2026 until the present, in PDF format. I also provided confirmation in PDF showing when my account was opened. However, my bank statement is constantly being rejected.

I want to mention that my transaction with the casino can also be found on the bank statement.

I am unable to have a proper conversation with them because they always respond by telling me to upload a three-month bank statement and nothing else. It feels like I am talking to a robot.

I do not understand the reason why my account was suspended or closed, because the verification was already completed, all documents were provided, and I received an email confirming that my account is verified.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Initially, you mentioned that you have access to your casino account; however, later you indicated otherwise. Can you please clarify whether you have access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I would like to clearly explain my situation, as there seems to be a misunderstanding regarding my account and the requested documents.

I do have access to my account, however it is currently restricted. I am only able to log in, view my account history, and upload verification documents.

I have played slot games and I did use an active bonus at some point. However, after I submitted my documents and received confirmation that my account had been successfully verified, I proceeded with a withdrawal. At that moment, the bonus was automatically canceled. Therefore, this issue is not related to any bonus activity.

The actual problem concerns the bank statement requirement. I have been repeatedly asked to provide a 3-month bank statement that includes a transaction to casino.

I have already explained multiple times that my bank account was opened on March 3rd, 2026. Because of this, it is simply impossible for me to provide a 3-month bank statement.

Instead, I have provided:

A full bank statement in PDF format covering the entire period from March 3rd, 2026 (account opening date) until the present day

This statement clearly shows the transaction made to your casino

An official confirmation document showing the exact date my bank account was opened

Despite providing all available and relevant documents, my bank statement continues to be rejected, and I am repeatedly asked to provide a 3-month statement, which does not exist in my case.

The problem with them is that they don't want to understand that I can't provide a three-month bank statement because my bank account wasn't opened three months ago. That's the problem and that's why they keep rejecting my bank statement, but on the bank statement I provided from 03.03.2026 to the present, the transaction to the casino appears.

Thank you very much for your reply, Mihai1993. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I have provided you with absolutely all the data by email.

Dear Mihai1993,

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, Martina (martina.b@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,

Kristina

Dear Mihai1993,

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 Spinania 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 the player has not been yet verified?

Thank you in advance for providing the information.

Hello dear Casino,

It seems you continue to claim that you cannot see my deposit made to your casino. I am posting this evidence publicly to show that the deposit was indeed made to your casino, and it is clearly visible on my bank statement.

I took this screenshot from my online banking app. Since we are in different time zones, it is normal that the transaction does not appear at the exact same time you mentioned.

In addition, on the 7th, the first transaction of €400 shown on my bank statement is the deposit made to your casino.

The transaction appears on the 7th because the bank processed it on the following day. Therefore, it is not possible to claim that you cannot see the transfer to your casino when I have already provided you with my bank statement as proof.

Dear Mihai1993,

We would like to inform you that the verification process is still ongoing, as we require a bank statement covering a period of three months, with all transactions clearly visible, including the deposits made to your casino account.

This is a standard verification requirement necessary to confirm the source of funds, in accordance with our AML procedures, which are available at the bottom of our website.

Please note that the previously uploaded documents show signs of editing and therefore cannot be accepted. As stated in Clause 7.5 of our Terms and Conditions, it is the player’s responsibility to ensure that all provided documents are genuine and unaltered.

To proceed, kindly upload a single original bank statement covering three full months, with all transactions clearly visible.

Dear Martina,

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

Best regards,

Spinania Casino

Dear Sir or Madam,

Until now, in all the emails I have received from you, you have consistently stated that you are unable to locate my deposit to your casino. You are now presenting a different explanation, which raises serious concerns regarding the consistency and reliability of your responses.

I have clearly explained that I am unable to provide a three-month bank statement, as my Revolut account was opened on March 3, 2026. I have already provided a complete bank statement covering the entire period from March 3, 2026 up to the present date.

In addition, I have submitted official confirmation showing the exact date my account was opened. Despite this, you have continued to claim that my deposit does not appear on my bank statement.

Please also note that the bank statement provided is an original PDF document issued directly by my bank and has not been altered in any way.

Furthermore, the deposit may appear on a different date (for example, one day later) due to standard processing times of the bank or payment provider. This is a normal occurrence and does not invalidate the transaction.

Now you are raising a completely different issue. I would like to understand why this was not communicated earlier via email, and why new reasons are being introduced only at this stage.

Such conduct is unacceptable and raises concerns that this matter is being unnecessarily delayed.

Dear Mihai1993,

Thank you for the information provided.

In cases where there is a discrepancy with a deposit, it is usually very helpful if the player can provide an official confirmation from their bank stating that the transaction (including the specific amount and transaction ID) was successfully completed and credited to the intended recipient.

Dear Spinania Casino Team,

Thank you for your response.

I would like to kindly ask what alternative document the player could provide, as it seems he is unable to submit a 3-month Revolut statement. Any guidance on acceptable substitutes would be greatly appreciated.

Thank you very much in advance.

Hello, I would like to clarify this situation.

The casino has received from me an official bank transaction document in PDF format. This document clearly shows the transaction number and the transaction ID. It is an official document issued by the bank — it cannot simply be dismissed as something downloaded from an unknown source or as a falsified document.

The transaction contains a unique ID. Using this ID, the casino has the ability to verify the transaction and confirm that the payment was made to them. However, instead of performing this verification, they prefer to claim that the documents are edited or fake, without providing any proof or conducting proper checks.

The payment provider that facilitated the transaction between me and the casino could also have been contacted by the casino to confirm the transaction. This transaction appears both on my bank statement and on the official bank document that I provided, which clearly shows the payment made to the casino.

From my point of view, these are just excuses to avoid paying my winnings. If I provide a transaction that includes a valid ID and the name of the payment provider, it clearly means that the casino received the money through that provider. They could easily verify this by contacting the payment provider and checking the transaction ID.

However, they are choosing not to do so.

Additionally, I would like to emphasize that this matter is urgent. My Revolut account will be closed within the next 15 days, and this is the same account I used to deposit funds into your casino. For this reason, I kindly request that this issue be resolved within this 15-day timeframe. After my account is closed, I will no longer be able to process withdrawals through the same account used for deposits.

Dear Mihai1993,

can you please clarify the reason, why is your Revolut account closing?

Yes, I can provide this information. I received the amount of €4,000 from two online casinos, and my bank is asking me to prove where this money comes from, and the proof must be only in PDF format.

And the casino I wrote to, one of them, is replying that they cannot provide it to me in PDF format, and the bank does not accept screenshots, only PDF formats.

I am attaching here the images with the amounts received and the conversation with the casino showing that they do not provide it to me in PDF format, and my account will be restricted in 16 days, because I will not be able to provide it in PDF format if the casino does not send me this.

Hello Martina,

We have sent you an email with details regarding your case. Kindly review it at your earliest convenience.

Thank you for your patience.

Best regards,

Spinania Casino

Dear Support Team,

I would like to request a clear and concrete explanation regarding the contradictory information I have received from your side throughout this case.

During all previous conversations and emails, I was repeatedly informed that my deposit transaction could not be found or seen in your system. After I submitted a complaint and provided my bank statement as evidence, I was then informed that the document was allegedly false, edited, or manipulated.

However, today I logged into my account and noticed that the exact same bank statement document has now been approved by your verification team. The document was no longer marked as false, edited, or rejected.

This situation is extremely confusing and raises serious concerns regarding the consistency and professionalism in the handling of my case.

At this moment, I also see that you are now requesting proof of income and source of wealth documents. I am fully willing to cooperate and provide the requested information. However, I kindly ask you to clearly specify everything you require in order to resolve and close this case properly.

From my perspective, it appears that each time I provide the requested documents, a new issue or additional request is introduced afterward. First, I was told the transaction could not be found, then the bank statement was allegedly false, and now additional financial documents are being requested after the same statement has already been approved.

For this reason, I respectfully ask your team to review this matter carefully and professionally and to provide one complete and final list of all documents and requirements necessary to conclude this verification process.

I would therefore like clear answers to the following:

Why was I initially informed that my deposit transaction could not be found?

Why was my bank statement previously described as false or edited?

Why has the same document now been officially approved by your team?

What exactly is the current issue regarding my account?

What are all the remaining documents or requirements needed from my side to fully resolve this matter?

I am cooperating fully with your requests, and I expect the same level of clarity, professionalism, and transparency in return.

I look forward to your detailed response

Hi Martina

I am sending you a private message because I discovered where this harassment from these scammers is coming from.

Dear Mihai1993,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Dear Spinania Casino Team,

I would kindly like to ask you to provide the player with a complete list of all documents required from your side, so that this verification process can be completed as soon as possible.

Thank you very much in advance for your cooperation.

Hello Mihai1993,

As you know, you have received an email containing a Source of Wealth and a Source of Wealth questionnaire. 

SOW (Source of Wealth) - A document (or a set of documents) showing how the player accumulated their overall wealth over time, for example: employment history and salary records, proof of business ownership, sale of property documentation, inheritance paperwork, or divorce settlement documents (bank statements alone cannot serve as SOW evidence). The document has to cover April, March, and February.

Also, you have received a questionnaire, and once answered, and we receive the document, we can proceed further with the case.

Thank you for your cooperation.

Best regards,

Spinania Casino

Hello,

As you know, I received an email from your side requesting a bank statement for the last three months and not proof of income.

I will provide three salary slips for the months of February, March, and April.

I want you to clearly confirm whether these three salary slips will be enough. I do not want to submit these documents and then later be told again that you require something else, and after that another document again. This process has been continuing repeatedly and only wastes time unnecessarily.

Please clearly confirm now whether the three salary slips for February, March, and April are sufficient, or provide a complete list of everything you require at this stage.

Thank you.

Hello Mihai1993,

Thank you for your message and for your willingness to provide documents.

To clarify the current stage of your verification, at this moment we require:

• Your payslips for February, March, and April

• The completed Source of Wealth questionnaire that was sent to you by email

These are the only items needed from you right now so we can proceed with the next step of the review. The overall verification process is carried out in defined stages, as described in our Terms and Conditions and in the AML verification section at the bottom of our website. In some cases, depending on the outcome of each stage, additional documents may be requested later, but you will always receive a clear explanation if that happens.

If you cannot locate the email containing the questionnaire, please let us know and it will be resent to you promptly. Once we receive your payslips and the completed questionnaire, your case will be reviewed as quickly as possible.

Thank you for your cooperation and patience.

Best regards,

Spinania Casino

Dear Mihai1993,

Please let me know once you submit the required documents.

Thank you so much

Hello

Please stop making false statements, because I am posting your latest emails here and it can clearly be seen that you only requested a three-month bank statement from the account I used to deposit into the casino. You did not request any other documents or additional verification in those emails.

Therefore, please stop making untrue accusations and clarify the situation correctly

.You stated that I must complete the "Source of Wealth questionnaire" that was allegedly sent to me by email. However, I have never received such a questionnaire.

Please resend the Source of Wealth form to my email address, because I cannot complete a document that I never received.

Also, please request all documents you may need at this moment, because I do not have time to waste by being asked for a new document every single time.

I want a complete and final list of all required documents so this verification process can be completed properly without further delays.

And please post here a screenshot or the email showing that I received this questionnaire in PDF format and that I failed to provide this document to you.Because what you stated above is false on your part, as I did not receive anything.I am being harassed by scammers. If I won fairly, then simply pay out my winnings and close the matter. If I had lost, everything would have been perfectly fine. Online casinos always seem to have a problem only when a player wins. But when depositing money, nobody cares whose account or card is being used — my mother’s, father’s, brother’s, or sister’s. Deposits are accepted without any issue. However, the moment a player wins, suddenly there are problems.

Please be fair and honest instead of constantly giving contradictory statements and excuses. Request all documents needed for account verification at once. I have already provided the requested documents, so the matter should have been resolved. Instead, you ask for one document today, after I provide it you ask for another tomorrow, and then something else again the next day. This is not a proper verification process.

Provide one complete list of all documents you require, let me submit everything at once, verify my account, and finalize the case properly.

I won at your casino two months ago, and my account was closed without any valid reason. I already explained to Casino Guru where this issue originates from, but that situation has nothing to do with this matter. These additional demands are coming entirely from your side.

You keep saying that additional documents may be required later. I do not accept this anymore.

Please send me now the complete and final list of all documents you require for verification. I will provide everything at once, and after that the verification process should be completed without further delays or new requests.

I am not going to continue with a process where I send one document today, another tomorrow, and then more documents again later. Send me the full list now, I will provide everything, you verify the account, and we finish this matter properly.

I have fully cooperated and already submitted the requested documents. Please stop delaying this process and handle it fairly and professionally.

Dear Mihai1993,

I totally understand!

It is very difficult to meet the requirements when they keep changing, and it is understandably frustrating when the requests are presented one at a time instead of all at once.

Dear Spinania Casino Team,

Could you please provide the complete list of requirements here, so that everything is clear for the player from the beginning?

Thank you very much in advance.