Spinational Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Good morning,

I registered on the Spinational website on 20/11/2025, deposited €30 and started playing.

Since day 22, withdrawals have been BLOCKED by the operator because the documents needed to be verified.

From that day until today they asked me for all these documents which I uploaded, but to date the verification is "UNDER REVIEW":

front license

retro license

selfie

selfie with driving license front

selfie with back license

Selfie with driving license and PC background with view of the website home page.

Furthermore, while playing, I reached €500 in winnings, which I cannot withdraw.

Buongiorno,

Mi sono registrato sul sito Spinational il 20/11/2025, depositando 30€ e iniziando a giocare.

Da giorno 22 i prelievi sono BLOCCATI dall'operatore perché necessitava fare la verifica dei documenti.

Da quel giorno fino ad oggi mi hanno chiesto tutti questi documenti che ho provveduto a caricare, ma a tutt'ora la verifica è "IN FASE DI REVISIONE":

patente front

patente retro

selfie

selfie con patente front

selfie con patente retro

selfie con patente e sfondo pc con vista home page sito.

Inoltre, giocando, ho raggiunto 500€ di vincite, che non posso prelevare.

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 forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.
• Have any of your documents been approved by the casino's relevant department?
• What types of games did you play to accumulate your winnings?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronica,

I just replied to your personal email.

Thank you

Gentile Veronica,

le ho appena risposto alla sua mail personale.

Grazie

Dear Veronica,

Is there any news about my ticket?

Thank you for your invaluable support and the work you've done so far.

Gentile Veronica,

ci sono novità sul mio ticket?

Grazie per il prezioso supporto e per il lavoro svolto sin qui.

Dear M4rcodeseta

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, Lucia (lucia.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

Hello M4rcodeseta,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinational Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Good evening Lucia,

Thank you very much for your assistance and time.

the situation has currently remained unchanged.

The account is open but I have no option to withdraw the funds because they won't approve my documents.

And, as always, they reply to emails by telling us to be patient "just a little longer"... for over 2 months.

I remain available for any further clarifications.

Buonasera Lucia,

ti ringrazio molto per l'assistenza e il tempo che mi stai dedicando.

la situazione attualmente è rimasta invariata.

L'account è aperto ma non ho possibilità di prelevare i fondi perché non vogliono approvare i miei documenti.

E, come sempre, rispondono alle mail dicendo di pazientare "ancora un po'"... da oltre 2 mesi.

Resto a disposizione per eventuali ed ulteriori chiarimenti

This is what they keep replying to my reminder emails every day:

Anna (Spinational)

January 18, 2026, 4:18 PM EET

Dear M****,

Thank you for contacting our Customer Support Team.

We hereby apologize for the wait you are experiencing.

We inform you that the relevant department is still proceeding with the necessary checks regarding the documents you provided.

Please wait for an email as soon as further information becomes available.

We thank you for your patience and understanding.

If you have any further questions or requests, please do not hesitate to contact us via Live Chat or email. support@Spinational.com .

Best regards.

The Spinational.com team

Questo è quello che continuano a rispondermi tutti i giorni alle mie mail di sollecito:

Anna (Spinational)

18 gen 2026, 16:18 EET

Gentile M****,

Grazie per aver contattato il nostro Team di Assistenza Clienti. 

Con la presente, ci scusiamo dell'attesa che sta vivendo.

 

Le comunichiamo che il dipartimento competente sta ancora procedendo con le dovute verifiche circa i documenti da Lei forniti.

 

La preghiamo di attendere un'email appena saranno disponibili ulteriori informazioni.

 

La ringraziamo della pazienza dimostrata e della comprensione.

Se dovesse avere ulteriori domande o richieste non esiti a contattarci via Live Chat oppure via email support@Spinational.com.

Cordiali saluti.

Il team di Spinational.com 

Yet another response just received:

Sanni (Spinazionale)

Jan 20, 2026, 11:48 AM EET

Dear M****,

Thank you for contacting the Spinational.com support team.

We kindly ask for your patience as your request is currently being processed. Our team is reviewing it and we will contact you as soon as possible once the process is complete.

We appreciate your understanding and thank you for your cooperation.

For further questions, please feel free to contact us by email at support@Spinational.com or via Live Chat.

Best regards,

Spinational.com Support Team

Ancora un'altra risposta appena ricevuta:

Sanni (Spinazionale)

20 gen 2026, 11:48 EET

Caro M****,

Grazie per aver contattato il team di supporto di Spinational.com.

Ti chiediamo gentilmente di pazientare poiché la tua richiesta è attualmente in coda di elaborazione. Il nostro team la sta esaminando e ti contatteremo il prima possibile una volta completato il processo.

Apprezziamo la vostra comprensione e vi ringraziamo per la collaborazione

Per ulteriori domande, non esitate a contattarci via e-mail all'indirizzo support@Spinational.com o tramite Live Chat.

Cordiali saluti,

Team di supporto di Spinational.com

Dear M4rcodeseta,

We are pleased to inform you that your account verification and payment have been successfully completed.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

This is absolutely not true.

They cancelled two withdrawals of 100 euros

They closed my account (alleged violations of terms and conditions 3.2)

They withheld the remainder of my account of approximately an additional €600.00.

I can no longer log in to provide further details.

I attach the images.

Non è assolutamente vero.

Hanno annullato due prelievi da 100 euro

Hanno chiuso il mio account (presunte violazioni dei termini e condizioni 3.2)

Hanno trattenuto il restante del mio conto di circa ulteriori 600,00 €.

Non posso più accedere per riferire ulteriori dettagli.

Allego le immagini.

Dear Spinational Casino

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Dear Lucia,

We kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Dear Spinational Casino,

I sent you an email. Please check your inbox.

Thank you.

Forgive me...

But I, the person directly concerned, don't have the right to read the progress of this ticket?

Perdonatemi...

Ma io che sono il diretto interessato non ho diritto di leggere i progressi di questo ticket?

Hello M4rcodeseta,

Please don’t worry — I am simply requesting some additional information and documentation from the Spinational Casino so I can properly assess the situation and determine the appropriate next steps.

As the documents may contain sensitive information, it is easier and more appropriate to exchange them via email. This also ensures that confidential details are not publicly visible to all readers of this thread.

Thank you for your understanding. I will continue reviewing the matter and will update you once I have more information.

Dear Lucia,

Could I be contacted privately via email? Since there's sensitive information in the conversations, I'd like to receive updates on my ticket, which was opened two weeks ago.

Furthermore, the stalemate with the Spinational casino has been going on for over 3 months.

Thank you for your cooperation

Gentile Lucia,

potrei essere contattato privatamente via mail? Dato che ci sono dati sensibili nelle conversazioni, gradirei ricevere novità per il mio ticket oramai aperto 2 settimane fa.

Inoltre, la situazione di stallo con il casinò Spinational dura addirittura da oltre 3 mesi.

Grazie per la collaborazione

Hello M4rcodeseta,

I've sent you an email explaining the situation and providing the relevant information.

Dear Lucia,

Thank you for the details you provided.

I replied to her email.

Good work

Gentile Lucia,

la ringrazio per i dettagli forniti.

Le ho risposto alla mail.

Buon lavoro

Dear Lucia,

We would like to kindly inform you that our team is reviewing your request and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Thank you. I will await your response.

Dear Lucia,

As has been the case for over three months now, Spinational Casino continues with its policy of unnecessarily prolonging the process without providing the necessary answers.

Is it possible to request a response?

Thank you for your cooperation.

Dear M4rcodeseta,

I understand your frustration with the length of the process and appreciate your patience so far.

Unfortunately, as Casino Guru is not a legal or gaming authority, we do not have the power to force the casino to respond or to provide the requested information. The only action available to us is to continue contacting the casino and following up on your case, which I am already doing.

Please note that all parties involved in the complaint process are given the same amount of time to respond. While this can be understandably frustrating, it is part of ensuring that the process remains fair.

I kindly ask you to remain patient. I am hopeful that we will receive the necessary information from the casino soon, and I will update you immediately once there is any progress. Thank you for your cooperation and understanding.

Dear Lucia,

We kindly apologize for the delay.

We would like to inform you that we are looking into your request.

We'll get back to you in the day via email.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Dear Lucia,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Dear M4rcodeseta,

I would like to inform you that I have contacted the casino again to request additional supporting evidence regarding their claims, including any screenshots or documentation they are able to share.

I have also asked them to provide some clarification regarding the withdrawal method and destination, since you indicated that the funds have not yet appeared in your account.

As soon as I receive their response, I will update you immediately.

Dear Lucia,

Thank you very much for your commitment and for taking the time to write to the Casino again.

Unfortunately this is their line since November 2025 (being vague and responding late).

I hope for a resolution soon.

Good work

Gentile Lucia,

la ringrazio molto per l'impegno e per essersi presa l'incarico di scrivere nuovamente al Casino.

Purtroppo questa è la loro linea da Novembre 2025 (essere vaghi e rispondere in ritardo).

Spero in una risoluzione in tempi brevi.

Buon lavoro

Dear Lucia,

We kindly confirm that we provided you an email reply.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Dear Spinational Casino Team,

Thank you for your message. I confirm that I have received it and acknowledge your clarification regarding the status of the player’s funds.

I will await the documentation and supporting evidence you mentioned. However, I would appreciate it if you could prioritize this request and provide the relevant information as soon as possible, so we can proceed with the review without further delay.

Thank you in advance for your prompt attention to this matter.

Dear Lucia,

I just sent you an email with further details and important information regarding my case.

It's now clear that Spinational Casino is acting in bad faith and attempting to defraud me. First, they officially stated that they had already processed my withdrawals (which were from completely legitimate winnings); now, however, they're changing their story and claiming they're refusing to pay out due to an alleged violation of the Terms and Conditions.

This blatant contradiction proves that the casino is simply looking for excuses not to pay out to a legitimate winner. I trust CasinoGuru will carefully evaluate the fact that their version of events continues to change.

Cara Lucia,

Ti ho appena inviato un'email con ulteriori dettagli e comunicazioni importanti riguardo al mio caso.

È ormai palese che Spinational Casino stia agendo in malafede e stia tentando di truffarmi. Prima hanno dichiarato ufficialmente di aver già inviato i miei prelievi (che derivano da vincite assolutamente legittime); ora, invece, cambiano versione e sostengono di rifiutarsi di pagare per una presunta violazione dei Termini e Condizioni.

Questa evidente contraddizione dimostra che il casinò sta solo cercando scuse per non pagare un vincitore legittimo. Confido che CasinoGuru valuterà con attenzione il fatto che la loro versione dei fatti continui a cambiare.

Dear Lucia,

We kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Spinational Casino Team

Dear M4rcodeseta,

After a careful and detailed review of the evidence provided by Spinational Casino, we have decided to close the complaint as unjustified.

The casino supplied documentation indicating that the identification documents used on two separate accounts contained the same person, but were registered with different personal details. According to section 3.2 of their Terms and Conditions, only one account per person is permitted. The creation or use of duplicate accounts, particularly when conflicting information is provided, constitutes a breach of these rules.

Under their Terms and Conditions, in cases involving duplicate accounts, the casino reserves the right to void winnings, close the accounts, and cancel any related transactions. Based on the evidence submitted, we find the casino’s actions to be in line with their stated policies.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Lucia S