Spinrise Casino - Povlačenje igrača je blokirano uprkos potpunoj verifikaciji.

Complaint against Spinrise Casino – Withdrawal Blocked Despite Full Verification

I would like to file a complaint regarding Spinrise Casino.

I am trying to withdraw my funds, but my withdrawal has been repeatedly rejected despite the fact that I have fully completed all requested verification steps multiple times.

I have provided:

• Full bank statements covering all deposits

• Individual deposit screenshots from my account

The casino continues to request the same specific deposit confirmations, insisting on exact timestamps (UTC). However, my deposits were made via third-party payment providers, which means that the timestamps shown in my bank statement do not exactly match the timestamps in the casino’s system.

I have explained this multiple times and provided all available evidence, including transactions clearly visible by amount, provider, and sequence.

Despite this, the casino repeatedly claims that the required deposits cannot be found or that the documents are missing, without specifying any concrete issue or accepting the evidence provided.

Additionally, I have asked the casino multiple times to provide the exact payment reference, provider transaction ID, or any unique identifier that would allow me to match the transactions precisely. This request has been ignored.

The process is going in circles, and it appears that the casino is deliberately delaying or blocking the withdrawal by requesting documents that are either already provided or technically impossible to match exactly.

Final Case Summary – Spinrise Casino Withdrawal Issue

I am submitting a complete summary of my case regarding Spinrise Casino.

I have been trying to withdraw my funds, but my withdrawal has been repeatedly rejected despite fully complying with all verification requests.

INITIAL ISSUE:

I contacted support asking why my payout was rejected.

The support team requested:

A selfie holding my ID and a handwritten note

Screenshots of specific deposits with exact timestamps (UTC)

I provided:

Full bank statements covering all deposits

Individual deposit screenshots

Identity verification (selfie with ID and note)

MAIN PROBLEM:

The casino repeatedly requested the same deposits:

100 EUR (2026-03-28)

200 EUR (2026-02-28)

200 EUR (2026-02-19)

However, these deposits were made via third-party payment providers.

Because of this:

The timestamps in my bank statement do NOT match the casino’s UTC timestamps

This is technically normal and unavoidable

I clearly explained this multiple times.

CASINO RESPONSE:

Despite providing all documents, the casino repeatedly responded with:

"We cannot find these deposits"

"Documents have not been uploaded"

"Please upload the same documents again"

They continued to request the same information without specifying what exactly is missing.

MY RESPONSE:

I explained multiple times that:

All deposits were made from the same bank account

All transactions are visible in the bank statement

Matching must be done by amount, provider, and sequence

Exact timestamp matching is not technically possible

I also requested:

The exact payment reference

Provider transaction ID

Any unique identifier needed to match the deposits

This request was ignored.

I have fully cooperated and provided all possible documentation from my side.

I kindly ask Casino Guru to review this case and assist in resolving the issue so that my withdrawal can be processed.

Thank you.

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 Bordi,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your withdrawal and verification.

Thank you also for the detailed summary and the screenshots you have already provided—this is very helpful.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• What is the current status of your withdrawal (pending, rejected, canceled)?
• Have you successfully completed KYC verification (ID, address, etc.), or is the casino still requesting additional documents?
• Has the casino specified any particular issue with your documents (e.g., unclear, incomplete), or are they only repeating that the deposits cannot be found?
• When was the last time you communicated with the casino, and what was their most recent response?

Additionally, I would kindly ask you to forward all relevant communication with the casino (emails, chat transcripts) as well as any available transaction confirmations from the payment providers to petronela.k@casino.guru, so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Bordi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru