SpinGranny Casino - Dobici igrača još nisu isplaćeni.

I have a balance of €84.78 at SpinGranny Casino that I want to withdraw.

The casino requires KYC verification, but its system isn't working. When I enter the verification section, click "Verify," confirm my details, and then click "OK, I'M READY," the system returns me to the previous screen and never allows me to upload my ID or the required selfie.

I've tried to resolve this repeatedly through the casino's chatbot. The chatbot indicated several times that it would transfer my case to a human agent, but this transfer never happened.

I also contacted support via email. They eventually replied, telling me I needed to upload an ID and a selfie from the verification section, but that's precisely the process that isn't working.

I have explained to them again that I need a direct and functional KYC link or for them to manually enable verification, but the problem remains unresolved.

My balance remains at €84.78 and the withdrawal is still blocked.

I have screenshots of the balance, the verification error, the chatbot conversations, and the emails sent and received.

I am requesting assistance to get SpinGranny to properly enable my KYC verification and allow me to withdraw my balance.

Tengo un saldo de 84,78 € en SpinGranny Casino que quiero retirar.

El casino exige completar una verificación KYC, pero su sistema no funciona. Al entrar en la sección de verificación, pulsar "Verificar", confirmar mis datos y después pulsar "OK, ESTOY LISTO", el sistema me devuelve a la pantalla anterior y nunca permite cargar mi DNI ni el selfie requerido.

He intentado resolverlo repetidamente mediante el chat del casino. El chatbot indicó varias veces que transferiría mi caso a un agente humano, pero dicha transferencia nunca llegó a producirse.

También contacté por correo electrónico con soporte. Finalmente me respondieron indicándome que debía subir un documento de identidad y un selfie desde la sección de verificación, pero ese es precisamente el proceso que no funciona.

Les he explicado de nuevo que necesito un enlace directo y funcional de KYC o que habiliten manualmente la verificación, pero el problema sigue sin resolverse.

Mi saldo sigue siendo de 84,78 € y la retirada continúa bloqueada.

Dispongo de capturas del saldo, del error de verificación, de las conversaciones con el chatbot y de los correos enviados y recibidos.

Solicito ayuda para que SpinGranny habilite correctamente mi verificación KYC y me permita retirar mi saldo.

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.

Dear LaraG,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center