Spinit Casino - Igračeva isplata je blokirana bez odgovora.

Hi

Im going through a horrible experiense with Spinit-casino cashout.

On 17.12. I made 211€ cashout from Spinit- casino. On 21.12 casino cancelled my cashout and blocked my cashouts totally. Then I waited until 29.12. when I found out from my accout that I have to upload my KYC docs which I made immediatly. Since then nothing has happened. Cashouts are still blocked and KYC hasnt progressed! And 0 info or communication from casino at any point.

Ive asked dozen times about any updates etc but I only get some automatic nonsense that just wait little bit more and be patience etc.

Chat support says it cant help and support doesnt answer anything with email. Any help from here to my issue?

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 Punakontti,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I have sent them my id, selfie with id and bank statement. All uploaded through their site on december. I dont remember the exact date anymore.

Also suddenly today I got very short email from their support that my account is now closed. No explanation or anything why they closed my account.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Punakontti,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina