Vincispin Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Hello Casino.guru Team,

I registered at Vincispin Casino on March 22, 2025. I played through the welcome bonus, placed many sports bets, and also tried some casino games. Eventually, my balance grew to several hundred euros.

On May 11, I made a €21.34 deposit via my LTC Wallet. On May 18, I passed the automated KYC through VinciSpin account and requested a €310 withdrawal, which was rejected. The casino requested a selfie with my passport and proof of deposit, which I submitted promptly — and they accepted both.

Then, they asked for confirmation of the source of funds. I explained it came from a withdrawal from another casino. After that, the casino began requesting further documentation.

On May 23, I made another deposit of €20 via Skrill — fully verified and in my name. However, all subsequent withdrawal attempts were rejected, despite me complying with every request.

Over time, I provided:

Automatic KYC verification

Selfie with passport

Full transaction history from my LTC wallet

Full Skrill statement (3 months) and screenshots

Screenshots/statements of all payment cards used

iCard & Wise statements (3 months) showing gambling/trading activity

Proof of lottery participation

Income statements from my job (3 months)

An alternative ID (verified)

A selfie with the alternative ID (also verified)

After approving all documents, the casino continued asking for irrelevant information (e.g., explanations for unrelated transactions).

Finally, on June 18, despite confirming all documents were valid, they closed my account and confiscated €781.37, citing vague terms and conditions.

📌 Important note:

There is a large volume of communication between me and the casino — in both German and English, across multiple inconsistent email threads. Their support constantly changed subjects and created disorganized conversations. I have kept all correspondence and can forward it to the Casino.guru team upon request, as it is too unstructured to present directly here.

I kindly ask you to review this case. I used only verified payment methods in my name, cooperated fully, and completed all requested steps.

Thank you for your assistance.

Best regards,

olg77777

Dear olg77777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vincispin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in your own words what constitutes your income? (employment, inheritance, etc.)
• Do I understand correctly that your deposits in the casino total 41€? If you made previous deposits in the casino, how much were they altogether?
• Have you accumulated your winnings in the casino using a bonus?
• Could you please share with me your most recent communication? Send what you deem important, supporting your claims regarding the recent developments. My email is tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your message and for taking the time to assist me with this complaint.

My source of income is a combination of a regular employment salary and occasional winnings from online lotteries and games. I have also provided VinciSpin with payslips and lottery participation records during the verification process.

Yes, the total amount of my two deposits at VinciSpin was approximately 41 euros:

One deposit via LTC (Trust Wallet)

One deposit via Skrill, both in my name.

My initial balance was built from a welcome bonus, and after playing both sports betting and casino games, I accumulated a total balance of €781.37.

I’ve sent a large number of documents to VinciSpin — via their verification portal and also by email. These included:

KYC (automated and manual)

ID, selfies, PoD for both deposits (LTC + Skrill)

3-month statements from Skrill, iCard, Wise

Income proof and lottery records

Additional clarifications they requested regarding unrelated transactions

After each successful verification, they kept asking for more unrelated documents. Finally, on June 18, after confirming that all documents were accepted, they suddenly blocked my account and confiscated my balance, referring vaguely to their general T&Cs (Clause 12.1), without giving any concrete reason.

I will now forward you my latest communications with the casino, including the final closure email.

Thank you again for your support.

Best regards,

olg77777

Thank you very much, olg77777, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tomas,

Thank you very much for your assistance and for transferring my case to your colleague Kubo. I appreciate your time and efforts in helping me with this issue.

I sincerely hope that with your team’s support, we can reach a fair and transparent resolution. I remain available to provide any additional information or clarification that may be needed during the ongoing review.

Best regards,

olg77777

Dear olg77777,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vincispin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vincispin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello!

The player account was closed and winnings confiscated due to breach of our Terms and Conditions.

Specifically Clause 12.1:

"The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card; denial of some payments made; creating two or more accounts; other types of cheating; or becoming bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player.

This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player; delaying game rounds in any game (including Free Spins and bonus features) to a later time when you have no wagering requirements; leaving large bets on the table (for example, in Blackjack) and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, losing the bonus funds, and then cashing out on the built-up value during real-money play; or using strategies that take advantage of any software bug or failure."

Dear Kubo,

We have sent you an email containing further information. Kindly review it at your earliest convenience and let us know if any additional clarification is needed.

Best regards,

Vincispin Casino

Dear Kubo,

Thank you again for your continued involvement.

In addition to the fact that Vincispin Casino still refuses to provide any specific explanation or evidence for their decision to close my account and confiscate €781.37, I would like to highlight another critical issue: the way the verification process was handled over nearly two months.

Throughout this period, the casino kept intentionally delaying the process by repeatedly requesting new and unrelated documents and explanations, including:

Full KYC through Sumsub – successfully completed.

Passport, ID, selfies – all provided.

Proof of deposits from both LTC wallet and Skrill – provided.

3-month bank statements from multiple sources, including iCard and Bunq – submitted.

Proof of income and participation in the national lottery – even though this is not a standard requirement.

Explanation of unrelated transactions on WISE account – which had nothing to do with any deposits made to VinciSpin.

Request to show dashboards of accounts from other casinos and Forex platforms – an excessive and invasive request with no clear purpose.

I complied with all these demands and provided everything in full. If the casino believed I had breached their Terms, why did they not act earlier? Why was I asked to explain unrelated financial activity if the decision to close my account was already made?

This gives the impression that the casino never intended to pay out my winnings, regardless of the verification outcome. Instead, it appears they deliberately prolonged the process, perhaps to build a justification for seizure after exhausting the player.

I respectfully ask that this pattern of behavior be considered in the evaluation of my complaint. I remain confident that I have not breached any terms, and I hope your team will insist on a specific and evidence-based explanation from the casino.

Best regards,

olg77777

Dear Vincispin Casino,

Thank you for your clarification and for providing the additional context and supporting evidence related to this case.

Dear olg77777,

After carefully reviewing the information and materials submitted by both parties, I must inform you that the casino has provided clear and credible evidence indicating that the documents you submitted during the verification process were deliberately altered or forged.

Submitting falsified documents constitutes a serious breach of the casino’s Terms & Conditions as well as its KYC policies. More importantly, it undermines the integrity and security protocols of the casino and creates an environment of mistrust.

At Casino Guru, we maintain a zero-tolerance policy toward any form of document forgery or intentional deception. These actions not only disqualify the complaint from further consideration but also raise significant concerns about responsible player behavior.

Given the seriousness of this violation, your complaint is hereby rejected as unjustified.

For any future interactions with online casinos, I strongly advise that you always provide truthful and accurate documentation. Attempting to circumvent verification procedures by submitting forged materials may result in permanent exclusion from platforms and the forfeiture of funds.

Thank you for your understanding.

Best regards,

Kubo