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I am submitting a complaint regarding DuffSpin Casino and an ongoing withdrawal/KYC verification issue.

I currently have approximately £400 pending withdrawal from my account.

The casino requested KYC verification documents, which I have provided multiple times exactly as requested. Despite this, my documents continue to be rejected or I am repeatedly asked to provide the same information again without any clear explanation as to what is allegedly wrong or missing.

I have complied fully with every request made by the casino and have retained evidence of:

submitted documents,

emails and support communications,

repeated requests for the same information,

and the ongoing withdrawal status.

The main issue is that the casino is not clearly explaining why documents are being rejected. Instead, I appear to be stuck in an endless KYC loop where the same information is requested repeatedly.

I have asked the casino several times to provide:

The precise reason for rejection of my documents

Exactly what outstanding requirement remains

A timeframe for completion of verification and withdrawal processing

However, I have not received a clear or satisfactory response.

I am therefore requesting Casino Guru’s assistance in helping to resolve this matter and obtain my withdrawal.

I am happy to provide screenshots and full evidence of all communications and document submissions.

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.

Dear robyd,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear robyd,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear robyd,

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,
Karla
Casino.Guru