Candy Spinz Casino - A conta do jogador foi encerrada e o saque foi atrasado.

Hello dear Casino Guru Team,

On 11.6.2025 I have 1000€ for the 2nd welcome bonus

(50% up to 500€).

Real money and bonuses are separate at this casino. I won €6,539 with the real money. Afterward, I decided to cancel the bonus and withdraw my winnings.

I'm currently having problems verifying the source of my funds. The casino is requesting the last three bank statements from March, April, and May 2025, which show my income. I have provided these to the casino several times via email and also on the casino's verification page. Although the casino has received the documents over a week ago (several times), the verification hasn't been processed. I can't currently request a withdrawal because my account is suspended.

I hope you can help me in this case.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 11.6.2025 habe ich 1000€ für den 2. Willkommensbonus

(50% bis zu 500€) getätigt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Mit dem Echtgeld habe ich dann 6539€ gewonnen. Danach habe ich mich entschlossen den Bonus zu stornieren und mein Gewinn auszuzahlen.

Aktuell habe ich Probleme bei der Verifizierung zur Quelle der Gelder. Hier verlangt das Casino die letzten drei Kontoauszüge vom März, April und Mai 2025 aus denen meine Einkünfte ersichtlich sind. Diese habe ich dem Casino mehrmals per Mail und auch auf der Verifizierungsseite im Casino zur Verfügung gestellt. Obwohl das Casino die Dokumente seit über einer Woche bereits erhalten hat (mehrmals), wird die Verifizierung nicht bearbeitet. Zur Zeit kann ich keine Auszahlung beantragen, da mein Konto suspendiert ist.

Ich hoffe sie können mir in diesem Fall weiterhelfen.

liebe Grüße,

Michael

Dear Popy71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and help resolve this matter, could you please provide us with the following information:

• Have you received any confirmation from the casino that they received your bank statements?
• What specific reasons has the casino given for the delay in processing your verification?
• Have you submitted your bank statements in the correct format? Do these documents contain all the personal information necessary for the casino to check and verify your account?
• Are there any additional documents that the casino has requested from you beyond the bank statements that have not yet been approved?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

Here are the answers to your questions:

Have you received confirmation from the casino that your bank statements have been received?

Yes

What specific reasons did the casino give for the delay in processing your verification?

no

Have you submitted your bank statements in the correct format?

Yes, in the original PDF format, as provided to me by the bank.

Do these documents contain all the personal information the casino needs to check and verify your account?

Yes

Are there any other documents that the casino has requested from you beyond the bank statements that have not yet been released?

Yes, but currently the casino only requires the last three bank statements. All other documents are no longer requested, so they are verified.

Best regards,

Michael

Hallo Veronika,

hier die Antworten auf ihre Fragen:

Haben Sie vom Casino eine Bestätigung über den Eingang Ihrer Kontoauszüge erhalten?

Ja

Welche konkreten Gründe hat das Casino für die Verzögerung bei der Bearbeitung Ihrer Verifizierung angegeben?

keine

Haben Sie Ihre Kontoauszüge im korrekten Format eingereicht?

Ja, im Original-PDF Format, so wie es mir die Bank zur Verfügung stellt.

Enthalten diese Dokumente alle persönlichen Daten, die das Casino zur Überprüfung und Verifizierung Ihres Kontos benötigt?

Ja

Gibt es über die noch nicht freigegebenen Kontoauszüge hinaus noch weitere Dokumente, die das Casino von Ihnen verlangt hat?

Ja, aber zur Zeit verlangt das Casino nur noch die drei letzten Kontoauszüge. Alle anderen Dokumente werden nicht mehr angefordert, sind also somit verifiziert.

liebe Grüße,

Michael

Please forward me the bank statements you sent to the casino at [email protected]. Thank you for your cooperation.

Hello Veronica,

I sent you an email. Did you receive it?

kind regards,

Michael

Hallo Veronika,

ich habe Ihnen eine Email zugesandt. Haben Sie diese erhalten?

lieben Gruß,

Michael

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Popy71, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Candy Spinz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej,

In the meantime, I have repeatedly sent the casino the documents you requested, including my current tax return, which I find highly questionable in itself, to verify my account. They are constantly requesting new documents and declarations related to my verification, which I have already sent and described.

So far I have sent:

• my most recent tax return
• my business registration
• all documents that prove my self-employment (statements of my income from self-employment)
• all necessary bank statements that further confirm my self-employment.

Explanations of all details concerning my independent activities.

Yesterday I received the following email:

Here, the casino is requesting a tax return for the last six months. Since the 2025 fiscal year is not yet over and the 2025 tax return cannot be submitted until approximately March 2026, I cannot send the casino's requested documents.

In the email, the casino also demands that I provide another explanation of what type of services my freelance work involves. I have already informed the casino several times that this is affiliate marketing.

I now have the feeling that the casino does not want to pay out the winnings I won with real money and therefore keeps asking for documents and explanations that I have already sent or that I cannot provide, as can be seen from the last email.

kind regards,

Michael

Hallo Matej,

mittlerweile habe ich dem Casino immer wieder die Dokumente gesendet, die Sie angefordert haben. Bis hin zu meiner aktuellen Steuererklärung, was ich an sich schon sehr fragwürdig finde, um mein Konto zu verifizieren. Ständig werden in Bezug zu meiner Verifizierung neue Dokumente und Erklärungen angefordert, die ich bereits gesendet und beschrieben habe.

Bisher habe ich gesendet:

• meine aktuellste Steuererklärung
• meine Gewerbeanmeldung
• alle Dokumente, die meine selbstständige Tätigkeit nachweisen (Abrechnung meiner Einnahmen aus selbstständiger Tätigkeit)
• alle nötigen Kontoauszüge, die meine selbstständige Tätigkeit zusätzlich bestätigen.

Erklärungen über alle Details, die meine selbstständigen Tätigkeiten betreffen.

Gestern habe ich folgende Mail erhalten:

Hier fordert das Casino eine Steuererklärung der letzten 6 Monate. Da das Geschäftsjahr 2025 noch nicht abgeschlossen ist und die Steuererklärung für 2025 erst ab ca. März 2026 eingereicht werden kann, kann ich diese angeforderten Dokumente des Casinos nicht senden.

Außerdem fordert das Casino in der Mail, nochmals eine Erklärung darüber abzugeben, um welche Art von Dienstleistungen es sich bei meiner selbstständigen Tätigkeit handelt. Ich habe dem Casino bereits mehrfach mitgeteilt, das es sich dabei um Affiliate Marketing handelt.

Mittlerweile habe ich das Gefühl, dass das Casino mir den Gewinn, den ich mit Echtgeld gewonnen habe, nicht auszahlen will und deshalb ständig erneut nach Dokumenten und Erklärungen fragt, die ich bereits gesendet habe oder die ich nicht erbringen kann, wie aus der letzten Mail ersichtlich wird.

lieben Gruß,

Michael

Hello,

We would like to inform you that a tax return is no longer required based on the information you have shared with us.

The verification process is still ongoing, and we now require a bank statement showing all deposits made to your casino account. Please ensure the document is in PDF format.

Kindly note that this is part of our standard verification procedure, and we are required to follow strict AML regulations.

You may upload the required bank statement directly through your casino account verification page. If you encounter any issues, you can also send it to us via email at [email protected].

Thank you for your cooperation and patience.

Best regards,

Candy Spinz Casino

Hello Matej, hello Candy Spinz Casino,

I have already provided them with a Jeton account statement several times, and it has already been accepted and verified. I have now uploaded another Jeton account statement to the verification page, which shows the payments to my casino account. I don't understand why they are requesting this document again.

kind regards,

Michael

Hallo Matej, hallo Candy Spinz Casino,

Ich habe ihnen bereits einen Jeton account statement mehrmals zur Verfügung gestellt und dieser wurde bereits akzeptiert und verifiziert. Ich habe ich ihnen nun erneut einen Jeton account statement auf der Verifizierungsseite hochgeladen, auf denen die Zahlungen auf mein Casino Konto ersichtlich sind. Ich verstehe nicht, weshalb sie dieses Dokument erneut anfordern.

lieben Gruß,

Michael

Thank you Popy71, for the uploads!

Dear Candy Spinz Casino, could you please let us know once the verification is complete, or whether you need more information? Thank you.

Hello Matej, Hello Candy Spinz Casino,

I uploaded the requested Jeton Account Statement with all the deposits I made into your casino. These two deposits are visible on the Jeton Account Statement.

I would like to know why the document was rejected.

I did not have any of the reasons why the document was rejected.

kind regards,

M

Hallo Matej, Hallo Candy Spinz Casino,

Ich hatte Ihnen den angeforderten Jeton Account Statement mit allen Einzahlungen, die ich in ihr Casino getätigt habe, hochgeladen. Diese 2 Einzahlungen sind auf dem Jeton Account Statement ersichtlich.

Ich bitte um Aufklärung, weshalb das Dokument dennoch abgelehnt wurde?

Alle Gründe, weshalb das Dokument abgelehnt wurde, lagen bei mir nicht vor.

lieben Gruß,

M

Hello Matej,

The casino sent me an email stating that the full amount can be paid out.

Hallo Matej,

das Casino hat mir eine Nachricht per Email gesendet, wo steht, das der komplette Betrag ausgezahlt werden kann.

Dear Popy71,

We are pleased to inform you that your documents have been successfully verified. You may now proceed to request a withdrawal of your funds.

Please note that while your account remains suspended, this does not affect your ability to make withdrawals. However, you will not be able to make deposits or participate in any gameplay.

If you encounter any issues with the withdrawal page, kindly forward a screenshot of the problem either here or to our support email at [email protected] for further assistance.

Thank you for your understanding.

Best regards,

Candy Spinz Casino

Dear Popy71, this is great news! And thanks to Candy Spinz Casino for finishing the KYC for us.

I will keep this complaint opened, until the player confirms succesful withdrawal of all the funds.

Thank you for the update Popy71, I am glad the things are moving forward. Hopefully by the next week you will get all the money in your bank account. Please, let me know if there are any issues next Tuesday or Wednesday, as payments may take 3-5 working days to get processed. Thank you.

Dear Popy71, this is great news to read on a Monday! :))) Can you please sum up for me how much have you managed to withdraw so far, how many withdrawals are pending and how much is left to request? Just so I can adjust my internal notes, check on the withdrawal limits and in general be able to gauge how much longer until this issue is fully resolved. Thank you very much!

Awesome news! Hopefully all can be sorted with the next three withdrawals. Please let me know if you have further issues with the withdrawals, or once you have all the money. Thank you very much! :)

Hello Matej,

Another €1000 was paid out yesterday.

539€ have not yet been paid out but have already been requested.

My account was closed yesterday.

kind regards,

M***

Hallo Matej,

Gestern wurden erneut 1000€ ausgezahlt.

539€ sind aber noch nicht ausgezahlt worden aber schon beantragt.

Mein Konto wurde gestern geschlossen.

lieben Gruß,

M***

I am happy to hear that, and would like to thank the both parties for the cooperation.

Dear Popy71, once you receive the last payment, please let me know in the thread or just click on the "resolved" button, which does the same thing automatically. I hope there will be no further hiccups - but if so - let me know. :)

Hello Matej,

Today, the casino made its final payout of €539. This means everything has been paid out.

Thank you for your help.

kind regards,

M

Hallo Matej,

heute wurde vom Casino die letzte Auszahlung von 539€ getätigt. Damit ist alles ausgezahlt.

Vielen Dank für die Hilfe.

lieben Gruß,

M

Dear Popy71,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Candy Spinz Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru