Vincispin Casino - Povlačenje igrača je odloženo zbog zahteva za dokumentaciju.

It's been a month since they ask for more and more documents one by one and they take weeks to answer to emails and the live support say they can't help

I sent all necessary documents a lot of time and everytime it was accepted they asked for even more

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 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 which documents you provided as your source of funds proof to the casino?
• Could you please specify how much you deposited in the casino overall, to your knowledge?
• Could you please share with me your recent communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I sent 950€ to the casino

Dear CobKurtain

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vincispin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vincispin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

We would like to inform you that the verification process is still ongoing and that all recently submitted documents have been accepted.

To proceed further, we kindly require clarification regarding three transactions displayed in the provided bank statement. While we acknowledge your previous response indicating that these are incoming transfers, we need additional details concerning the nature of these transactions - specifically, who the payer is and for what reason these transfers were made.

This information is required in accordance with strict Anti-Money Laundering (AML) regulations and our verification procedures, as outlined at the bottom of our website.

Thank you for your understanding and cooperation. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Vincispin Casino

Thank you, Vincispin Casino, for the update.

Dear user,

Is it possible for you to provide that information, please?

Respectfully,

Romi

2 are coming from a withdrawal from another casino and the other one is money I sent from another bank account of mine

I meant to provide it to the casino.

Have you already done so, please?

Thank you.

Regards,

Romi

Yes

Dear CobKurtain,

Thank you for providing the requested clarifications. We are pleased to inform you that they have been accepted, and your withdrawal was processed on the 13th of December at 00:23 UTC. Please note that, once processed, a bank transfer may take up to 5 business days (excluding weekends) for the funds to be credited to your bank account. Should you not receive the funds within this timeframe, kindly inform us so that we may investigate further.

Additionally, we would like to inform you that your account has been closed as per an administrative decision. As per our Terms and Conditions, Clause 10.3:

"The Company reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at the Company’s absolute discretion and without any obligation to state a reason or give prior notice."

Thank you for your understanding and cooperation.

Best regards,

Vincispin Casino

Thank you, Vincispin Casino, for the update.

Dear user,

Please let us know whenever you receive your withdrawal.

Thank you.

Best regards,

Romi

Dear CobKurtain,

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,
Romi
Casino.Guru