SpinyRush Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom naloga.

Dear people,

I hope that you can help me. I play many years in msny different casino's but my experience with Spinyrush casino is unbelievable . I make a few deposits and lose . Than finally i win 1700 euro and withdraw . On the page i cant find any information to verifed my account .

So i ask on chat how to verifed my account. I must send it by email . A bank statement, proof of adres, proof from my deposit , ID and a selfie with iD and paper with the line casino name with the date on it.

I send everything and ask by chat did you recieved my documents . I get the conformation that all the documents are fine and it wil send to the finance department.

Than the nightmaire started . After 4 days i ask on chat my account is stil not been verifed . I get a reply your verification is under review . Day 5 ,6 , 7 , 8 ,9 ,10 stil the same reply under review

On day 11 the 1700 euro is back to my account. Reason my verification is under review with the chance that the automatic system find fraud . So i ask on chat fraud ? Fraud on my documents ? I send all the documents . How can i make fraud on my ID , proof of adres , proof of deposit ???

None response after that . Day 12 ,13 , 14, 15, 16 i get none response by support by mail. On chat here we go again i get the standrad reply . Wel send your request to the finance department.

16 days now and its stil not been verifed !!! Most casino's its done in minutes with max 48 hours . I read on trust pilot another player same issue . Only the different is that his account is closed by the casino .

With all his money inside . He wrote on trust pilot the he wil contact casino Guru . So i follow him to tell my expereince . I hope that you can tell me what to do . Sorry for my bad english

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 your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Dear Attila,

I have send my ID , bank statement , proof of deposit . When i ask on chat if this is enough i get a reply that i must send a selfie with my ID in my hand with the date and write the name of the casino . So i did and het a reply that all documents wil send to the finance department.

This was 16 days ago . Until now my account is stil under review. After 11 days my withdraw was rejected . Reason my account is not been verifed . Every time when i ask on chat i get the message be patience .

When i send a email in the begin i get a reply your money is safe , workload and other delay tactics . Now on my emails none response . Today its now 17 days . The timeframe normal in the most casino's verificattion is done in minutes . Others in max 48 hours .

On trust pilot i read reviews that players wait for months . Same issue like me . Account not been verifed . They write in their reviews that the casino find fraud and wont paid out

I know for 100% that or my account is closed in the next few days or weeks or at the end of 2026 its stil under review in the hope that i lose my patience and lose the whole amount

I am not sure whybi get none response but the timeframe is almost finished . I heard graat things obout the help but maybe my case is not relevant ?

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you so much for the information . Again, i am very happy with your help

Really unbelievable , when i look into my account i see that i must send again my documents to verifed my account . Only my ID is been verifed a week ago . I send many times my documents . When i ask on chat is my account been verifed now i heard please wait and we wil let you know by enail. Every time the same delay tactic

I am so sick of this casino. I am sure that i get never my money . If that is not enough i cant get any help here . The second timeframe almost finished

Thank you for your message and I apologize for the late reply. Could you please forward all documents you provided to the casino for verification?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila ,

I send you a email

Dear Casino Guru Team,

The casino has now responded to me again. What is important is that they explicitly confirm that my documents themselves are not considered fraudulent and that my identification and bank account have been reviewed.

However, they now claim that their investigation into my gaming activity, bets and transactions identified activity that requires further assessment under their security and fraud-prevention procedures.

What they still do not explain is what specific activity they consider suspicious or what specific term or condition I allegedly violated.

I played without using any bonus. I have also provided all identification and banking documents they requested.

I have now been waiting for almost three weeks for my €1,700 withdrawal, while receiving only general statements about an ongoing security/fraud review.

I would therefore kindly ask Casino Guru to request that the casino provide a concrete explanation:

What specific gaming activity or transactions are considered problematic?

Which specific term or condition do they believe I violated?

Why is my €1,700 withdrawal being withheld?

What exactly is still being investigated after almost three weeks?

Simply stating that "activity was identified" does not explain what I allegedly did wrong.

I have also noticed that other players have reported similar experiences with this casino, although I understand that individual reviews alone do not prove wrongdoing. I mention this only as additional context.

I would greatly appreciate it if Casino Guru could ask the casino to provide a specific and evidence-based explanation rather than another general response about a security review.

Thank you for your assistance.

Kind regards,

[Redacted]

This is the reply from spinyrush casino. Unbelievable

Hello!

Thank you for your message. We understand how frustrating it is to have your withdrawal and account review take this long, especially given that you have already provided valid identification, bank details, proof of deposit, and a bank statement.

However, we would like to clarify that the concern raised by our review is not that your documents themselves are fraudulent or that your ID or bank account is not genuine.

Your submitted documents have been reviewed, while your gaming activity, bets, and related transactions have also undergone a detailed investigation. During this review, activity was identified that requires further assessment under our security and fraud-prevention procedures.

We appreciate that you may disagree with the outcome or feel that the delay is unreasonable. Nevertheless, these checks cannot be bypassed simply because the submitted documents are authentic. The authenticity of your documents and the review of activity on the account are separate matters.

We understand that you have been waiting for almost three weeks and sincerely regret the frustration this has caused. The case remains under review, and we will provide an update as soon as the relevant checks have been completed.

Thank you for your patience and understanding.

Kind regards,

Support Team

It would be nice if i can get finally some help. Its now almost 3 weeks ago . Please help me to take some action to these scammers

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, Samuel (samuel.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,

Attila

Dear Denden55,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SpinyRush Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SpinyRush Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel ,

I would like to provide some additional information regarding my case.

For the first three weeks, the casino repeatedly told me that my account verification was simply "under review." During this period, I was not informed of any fraud investigation or any specific problem with my documents.

After that, the casino asked me for my documents again for the third time. I provided the requested documents once again.

Only after this third request did the casino change its explanation. For approximately the last two weeks, I have now been told that my account is supposedly under investigation for fraud.

This means that for around five weeks in total, I have been waiting, while the explanation from the casino has changed from a normal verification review to an alleged fraud investigation.

I have fully cooperated with every verification request and have provided the requested identification, bank details, proof of deposit and bank statement. I have also played without using any bonus.

I find it very concerning that the casino has repeatedly requested the same documents and has only after several weeks introduced an alleged fraud investigation, without explaining what specific fraud they suspect or what exactly is being investigated.

I would therefore appreciate it if Casino Guru could take this timeline into consideration when reviewing my complaint and ask the casino to provide a clear and specific explanation for the delay and the alleged fraud investigation.

Thank you for your continued assistance.

Kind regards,

Dennis

New update . I get this email a few minutes ago

Good afternoon!

We are genuinely concerned by the situation raised regarding your account and would like to clarify the current position.

You have previously been fully informed and responded to regarding the status of your funds. As explained, the funds are currently frozen while the relevant bets, game rounds, and account activity are undergoing a thorough review. This process is necessary to ensure that all activity on the account has been properly verified.

We also note that you have reapplied for the withdrawal several times during this process. In addition, we can confirm that your submitted documents have now finally been reviewed and checked.

However, we must also point out that our ability to continue communicating with you in the usual manner has been affected by the various disputes and complaints you have opened, as well as the reviews you have published on Trustpilot. We have nevertheless made every effort to keep you informed and to address your concerns appropriately.

We understand that waiting for the completion of a review can be frustrating, but the investigation must be completed before any final decision regarding the frozen funds can be made. We kindly ask you to allow the relevant process to be completed.

We will provide any further information available to us once there is a confirmed update regarding your account.

Customer Support Team

This is my reply to this casino.

Hello, 

Thank you for your update.

I understand that you state that my submitted documents have now been definitively reviewed and verified. This is an important clarification for me, as I have now been waiting for 36 days since submitting my documents.

I understand that you state that an investigation into my bets, game rounds and account activity is still ongoing. However, I would appreciate some clear information regarding this investigation.

Could you please clarify the following:

When exactly did this investigation begin?

What is the specific reason why my balance of €1,700 is still being blocked?

When do you expect the investigation to be completed?

If the investigation does not establish any violation, can you confirm that my €1,700 balance will be released in full?

I have fully cooperated throughout this process and have provided all documents requested from me. I therefore kindly ask you not only to ask me to continue waiting, but also to provide me with a clear timeframe for the completion of the investigation.

I look forward to receiving your substantive response. I read more reviews on trust pilot and casino guru that by other players their account is under review for fraud . Sone of them are closed without any explanation . 

Kind regards,

 Dennis

Important clarification regarding my account verification

I would like to point out something important that I noticed today.

Until today, I could only see that my Proof of Identity (ID) had been verified on 2 August. The other documents were not shown to me as verified.

However, today, after receiving the latest email from SpinyRush, I checked my account and suddenly saw that Proof of Address, Bank Statement and Deposit Confirmation are all now marked as "Verified", and all three show the exact same approval date and time: 2 August at 09:30.

This is strange to me because these documents were not previously displayed to me as verified. I am therefore concerned about why they are only appearing as verified now, while the system indicates that they were supposedly approved on 2 August.

I am not claiming that SpinyRush changed the records, because I cannot prove that. However, I believe this is an important point for you to be aware of and to investigate.

I have attached a screenshot showing the current verification status as evidence.

In my opinion, this is particularly relevant because SpinyRush is still withholding my funds while referring to an ongoing investigation, even though my account now shows as fully verified.

Could you please take this into consideration when reviewing my case ?

Hello everyone,

Dear Denden55,

I understand your concerns. From the latest information you have received, it appears that the situation may be moving in a more positive direction, particularly as your submitted documents now appear to have been fully reviewed and verified.

Unfortunately, your balance is still blocked while the casino's review of your betting and account activity is ongoing. However, if your verification has indeed been completed successfully and the ongoing investigation does not identify any issue, I hope this will allow the casino to release your remaining balance and enable you to withdraw it.

I would also like to mention that I cannot see the screenshot you referred to regarding the verification status. If you are having any issues uploading it to the complaint thread, please send it to me by email at samuel.s@casino.guru, and I will review it.

I have also contacted the casino by email regarding this complaint, but I have not received a response there yet.

Thank you for your cooperation and patience.