Vincispin Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Unverified cryptocurrency deposit / bad faith verification process

I made a cryptocurrency deposit to my Vincispin account. Despite providing all verifiable documentation — transaction hash, timestamp, sending and receiving wallet addresses, and transfer amount — the casino has refused to verify the deposit.

Vincispin has repeatedly requested documentation that does not exist. Cryptocurrency transactions do not contain personal names; this is a fundamental characteristic of blockchain technology. The blockchain record I have provided is the complete and only proof of the transaction.

I have contacted support on multiple occasions. Rather than engaging with my specific case, they have sent generic template responses about identity document uploads, which are entirely unrelated to my issue. My identity verification has already been completed separately.

I have kept records of all correspondence. The casino has been given multiple opportunities to resolve this and has failed to do so.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many payment methods have you used to deposit funds into this casino so far?
• Has the casino suggested any alternative documents you could provide to verify your ownership of the cryptocurrency wallet you used for depositing?
• Could you please specify which cryptocurrency or cryptocurrency wallet the casino has asked you to verify?

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

Best regards

Veronika

Hi Veronika,

I hope you don't mind that i will add responses next to your questions.

How many payment methods have you used to deposit funds into this casino so far? Just my crypto wallet

Has the casino suggested any alternative documents you could provide to verify your ownership of the cryptocurrency wallet you used for depositing? No. They repeatedly ask for proof of ownership.

Could you please specify which cryptocurrency or cryptocurrency wallet the casino has asked you to verify? My Ethereum wallet on bitget.

Thank you for your reply.

Could you please forward me all communication between you and the casino’s customer support regarding the verification requests for your payment method? Please send the correspondence to veronika.f@casino.guru.

Additionally, please include the documents you provided to the casino as proof of ownership of your cryptocurrency wallet.

I appreciate your time and cooperation.

Dear Veronika,

I have emailed the latest rejection from the casino.

Thank you,

Erin

Thank you for your email. To proceed with the investigation, please forward me the images you have uploaded to your casino profile as your proof of wallet ownership as well. I appreciate your cooperation.

Hi Veronika,

I have now just emailed you the screenshots that i uploaded on my account. Deposit proof was approved but now they go back to account ownership proof.

Dear FlyingErin1

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, Stefan (stefan.m@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,

Veronika

Dear FlyingErin1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vincispin Casino to join this conversation and assist in addressing the complaint.

Dear Vincispin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear FlyingErin1,

We would like to inform you that the verification process is still ongoing. Furthermore, the proof provided for your deposits has been accepted; however, it does not confirm that the funds were sent from a cryptocurrency account under your ownership. For this reason, we have requested additional verification.

We previously emailed you at the beginning of the month with detailed instructions on how to verify ownership of your account. For your convenience, we are sharing these steps again below in case the email was not received:

We kindly ask you to provide a video screen recording showing access to your cryptocurrency wallet, including the relevant deposit transaction. Please ensure that the wallet address is clearly visible in the recording.

If you have any additional questions or require further assistance, please do not hesitate to contact us.

Best regards,

Vincispin Casino

Dear FlyingErin1,

Thank you for your patience.

Could you please follow the casino's instructions and provide the requested video screen recording showing access to your cryptocurrency wallet, including the relevant deposit transaction and the wallet address?

Once you have submitted the requested verification, please let us know so that we can continue reviewing your complaint.

I look forward to your response.

I have now emailed the casino video.

Dear Vincispin Casino,

Thank you for your continued cooperation.

The player has confirmed that they have submitted the requested video to your support team.

Could you please review the video and let us know the outcome of your assessment? If the video is sufficient to complete the verification, we kindly ask you to proceed with processing the player's withdrawal. If any additional information is still required, please specify exactly what is missing.

I look forward to your response.

Hello, FlyingErin1!

Thank you for providing the video recording.

Upon review, we have noticed that one part of our request is missing. Specifically, the video does not show the deposit transaction directly from your wallet, but rather from the explorer. Additionally, the transactions shown in the video are dated July, while the previously provided documentation indicates the relevant transaction took place on June 11.

In order to proceed, we kindly ask you to provide a new recording where the following details are clearly visible:

• Your name as displayed in the wallet, or a recording showing you logging into the wallet
• Your wallet address
• The deposit transaction shown directly from your wallet

You may send the video as a reply to your previous email, and it will be reviewed as quickly as possible.

Thank you for your understanding and cooperation.

Kind regards,

Vincispin Casino

Dear FlyingErin1,

Thank you for your response and for your continued cooperation.

Could you please follow the casino's latest instructions and provide a new video recording containing all of the requested information?

Once you have sent the new recording to the casino, please let us know so that we can continue reviewing your complaint.

I look forward to your response.

Dear Vincispin,

This is because you cannot on a transaction that is 7 weeks old. You have a number of transactions you can see in your wallet and then everything is only visible via the block chain . You can actually see on the video that my transactions go as far as the 26th June at the bottom of the wallet so then you select open explorer for more dated ones.

The situation here now vincispin is that you accepted deposit proof already. This was to show the wallet belongs to me.

Dear FlyingErin1,

Thank you for the clarification provided.

We would like to inform you that the video has been accepted as valid proof of ownership of the cryptocurrency wallet.

As part of our verification process and AML procedures, we now require you to verify your Source of Wealth. This may be supported by one or more documents showing the origin of the funds used for deposits in our casino. Examples include salary statements, proof of business ownership, proceeds from the sale of a property, inheritance documentation, divorce settlement documents, and similar supporting evidence covering the last three months.

Additionally, we have sent you an email containing a questionnaire, which we kindly ask you to complete as part of the verification of your Source of Wealth.

If you require any further information, you may review our AML procedures at the bottom of our website or contact us directly, and we will be happy to assist you.

Best regards,

Vincispin Casino

Dear FlyingErin1,

Could you please follow the casino's instructions and provide the requested documentation to verify your source of funds?

Once you have submitted the required documents, please let us know so that we can continue reviewing your complaint.

I look forward to your response.

Dear FlyingErin1,

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,
Stefan
Casino.Guru