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I am a player from Iceland and I am submitting a complaint regarding an unreasonably delayed withdrawal and repetitive verification requests.

I requested a withdrawal of €1,000 via Skrill. The casino states withdrawals are processed within 48 hours, however my withdrawal has now been pending for over 9 days.

I have fully completed verification multiple times, including:

- Passport (proof of identity)

- Liveness check

- Proof of address

- Skrill account confirmation

Despite this, the casino keeps requesting verification again without clearly identifying any document as insufficient. After I raised concerns about repeated KYC, they introduced a new obstacle related to my use of Apple’s "Hide My Email" feature, despite my identity already being verified.

The casino has not rejected the withdrawal, but continues to delay it while requesting the same information repeatedly. This appears to be unreasonable and obstructive.

I am requesting:

1) Completion of verification without further repetition

2) Immediate processing of my pending €1,000 withdrawal

3) Assurance that no further technical obstacles will be introduced

I have attached screenshots of the pending withdrawal, verification requests, and email correspondence.

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 HafthorBerg,

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 HafthorBerg,

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.

Hello,

Thank you for following up. I would like to confirm that the situation has not changed regarding my withdrawal.

I requested the €1,000 withdrawal on January 8, and it is still pending. Since then, I have cooperated fully with the casino and completed the verification process multiple times, including submitting my passport, completing a liveness check, providing proof of address, and confirming my payment method.

The casino now repeatedly states that my passport photo is "not good enough," however I have submitted multiple clear photos where all four corners are visible, there is no glare or shadow, and all information is clearly readable. The casino does not specify what exactly is insufficient and instead asks me to restart the entire verification process again.

This has happened multiple times without any concrete explanation, while the withdrawal remains unpaid. Restarting the same verification steps again has not led to any progress so far.

I am willing to cooperate further if the casino identifies a specific, concrete issue with the document, but at this point the verification process appears to be repeating without resolution and the stated processing timeframe has been exceeded.

I would appreciate Casino Guru’s assistance in intervening, as the withdrawal remains pending despite full cooperation on my part.

Kind regards,

Hafthor

Dear HafthorBerg, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru , or post screenshots here.

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

Karla

Hello Karla,

Thank you for your message. I’m happy to clarify.

1) Previous withdrawals:

No, I have not made any successful withdrawals on this casino before. This is my first withdrawal request.

2) Bonus usage:

I initially opted in to a welcome bonus when I registered. I completed the wagering requirements and lost both the bonus funds and the associated deposited funds. After that, I continued playing with my own deposited money. At the time I requested the €1,000 withdrawal, there was no active bonus that I intentionally opted into.

3) Type of games:

I played casino games only. I did not place any sports bets.

4) Communication with the casino:

I will send you screenshots of my email and chat communication with the casino regarding the delayed withdrawal and repeated verification requests.

Please let me know if you need anything else from my side.

Kind regards,

Hafthor

Dear HafthorBerg,

Thank you for the clarification.

Just to confirm, could you please let us know:

• Was the €1,000 withdrawal requested on January 8, 2026?
• Can you confirm that this is your first withdrawal from the casino?
• Please confirm that the withdrawal method is Skrill and that it is verified in your account.
• Is the withdrawal still marked as pending in your casino account? If possible, please upload a screenshot of your withdrawal history showing the current status.

If the casino provided any written explanation regarding the passport photo or email issue, please include that as well.

Thank you for your cooperation.

Karla

Dear Karla,

Thank you for your message. Please find my answers below:

• Yes, the €1,000 withdrawal was requested on January 8, 2026.

• Yes, this is my first withdrawal attempt from the casino (no withdrawals have been successfully completed before).

• The withdrawal method is Skrill, and it is verified on my account.

• Yes, the withdrawal is still marked as pending in my casino account. I have uploaded a screenshot showing the current status.

• I have also uploaded the email communication from SpinCity where they mention email access and security/passport-related issues.

Please let me know if any further clarification is needed.

Kind regards,

Hafthor

Dear HafthorBerg,

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, Jana, jana.k@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,

Karla Mayfly

Dear HafthorBerg,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinCity Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The player’s withdrawal has not yet been processed because their account verification is still pending. The last documents were uploaded on 2026-01-14. The player still needs to submit the following to the verification page:

• Proof of Identity: the previous document did not meet requirements (missing all four corners).
• 
  
• Proof of Payment: the uploaded screenshot does not show the player’s name.

Once the correct documents are provided, the withdrawal can be processed.

Dear HafthorBerg,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. Thank you for your understanding. Once you upload all of the documents, please let me know.

Dear Jana,

Thank you for your assistance.

I have now uploaded my passport photo again as requested. I would like to note that I have already submitted these documents previously, but I am providing them once more to fully cooperate and help resolve the situation.

At the moment, SpinCity does not allow me to upload any additional documents and I have been informed that I must now wait up to 48 hours for review. Because of this restriction, I am currently unable to upload the Skrill proof of payment again until they allow further uploads, which they will likely request after the review.

I hope the verification process can now be completed so my withdrawal can finally be processed without further delays.

Kind regards,

Hafthor

Dear HafthorBerg,

Your documents were reviewed today. You were asked to provide two documents: one for identity confirmation and one for Skrill payment method confirmation.

The first document was rejected because you uploaded a photo without all four corners of the document visible. Please note that a document can only be accepted if all four corners of the document are visible in the photo.

Your second document to confirm your payment method Skrill was rejected because you uploaded a screenshot of your Skrill account details instead of a statement showing the requested deposit and your full name. We kindly request you to upload a bank statement showing your name and a deposit of €165.00 dated January 6. 

Dear SpinCity Team,

I would like to inform you that I have already submitted the requested documents previously. However, in order to help resolve this matter as quickly as possible, I have uploaded the documents again according to your instructions.

I have now provided the identity document with all four corners visible, as well as the payment method confirmation showing my name and the requested Skrill transaction.

Please confirm receipt and proceed with completing the verification process so my pending withdrawal can be processed without further delay.

Kind regards,

Hafthor

Hello,

I would like to provide an update on my case.

I have already resubmitted all requested documents and made sure they fully comply with the casino’s requirements. My identity document was uploaded correctly with all corners visible, and for Skrill verification I provided a detailed statement including all transactions from January 6th to avoid any possible issues or missing information.

It has now been more than 48 hours since these documents were submitted. Despite this, customer support continues to tell me to be patient and repeats that verification can take up to 48 hours. When I ask whether more than 48 hours have already passed since submission, my question is ignored and I am simply told again to wait.

I believe I have fully cooperated and complied with every request, and at this point the continued delay without clear answers is becoming unreasonable. I kindly ask for your assistance in ensuring that the verification is completed and my withdrawal processed without further unnecessary delay.

Thank you for your assistance.

Dear Jana,

User verification has been successfully completed, and the withdrawal has been processed.

I would like to update this complaint.

My pending withdrawal has now been paid after verification. However, a separate issue remains unresolved.

Previously, €1,900 was deducted from my balance. The casino has stated that this happened because a €10 cashback bonus with wagering requirements and a maximum withdrawal limit was activated on my account.

At the time the bonus was credited, I already had a real-money balance available for withdrawal. I did not actively request this bonus. After completing the wagering requirements, the system treated my balance as bonus winnings and removed €1,900 because it exceeded the bonus cashout limit.

My concern is that real funds which were already withdrawable were effectively converted into bonus funds due to an automatically credited bonus, resulting in confiscation.

I respectfully request that the mediator review whether it is fair and compliant to apply bonus cashout limits to pre-existing real-money balances in this manner.

Thank you.

I would like to provide additional clarification regarding the confiscated €1,900.

Before the €10 cashback bonus was credited, I had already attempted a withdrawal of €1,500 from my real-money balance. This withdrawal attempt appears in my transaction history prior to the bonus being added.

The €10 bonus was credited automatically. I did not manually activate or request it.

After this automatic bonus was applied, my balance was treated as bonus-linked funds. Upon completion of the wagering requirements, €1,900.25 was deducted as a "bonus correction," because the amount exceeded the bonus maximum cashout limit.

My concern is that real-money funds, which were already withdrawable and for which a withdrawal had already been attempted, were effectively converted into bonus-restricted funds due to an automatically credited bonus.

I respectfully request that the mediator review whether it is fair and compliant to:

Apply a bonus automatically after a withdrawal attempt,

Convert existing real-money balance into bonus-restricted funds,

And then limit those real funds under bonus maximum cashout rules.

Thank you for reviewing this matter.

Dear Jana,

We would like to provide some clarification regarding the issue raised by the user concerning the €1,900.

The initial concern reported by the user in this thread has already been resolved, and the user has received the disputed amount mentioned in their complaint. We would like your guidance on whether, according to your procedures, the user should open a new thread if they wish to raise a separate issue.

Regarding the bonus, from our side there have been no violations. Contrary to the user’s statement, the bonus was not credited automatically; it must be activated prior to receipt, which the user did. By using our services, the user agreed to our Terms, including the bonus rules applicable to free bonuses. All services were provided in accordance with these terms.

I would like to clarify that my main concern is not the €10 bonus itself, but the impact it had on my existing balance.

At the time the bonus was credited, I had already accumulated significant real-money winnings and had attempted a withdrawal. While the withdrawal was processing, I continued playing.

I did not intentionally activate a bonus in order to convert my balance into bonus-restricted funds.

I respectfully request that the casino provide a detailed breakdown showing:

• The exact balance at the moment the bonus was activated

• The bets placed after activation

• How the €1,900.25 deduction was calculated

This will clarify whether pre-existing real funds were restricted under bonus rules.

Thank you.

Dear @Jana,

Please take our previous message into account and respond to our questions regarding this complaint.

Dear HafthorBerg,

I hope this message finds you well. I wanted to confirm that you have successfully received the funds from the casino. As for the bonus matter, the casino adhered to their specified bonus terms and conditions, and it appears the bonus was activated prior to your receipt, which you must have acknowledged. Could you please let me know if there are any outstanding amounts concerning the withdrawal? Thank you for your attention to this matter.

Dear Jana,

Thank you for your response.

I would like to respectfully clarify that my concern is not simply about the existence of bonus terms, but about how they were applied in this specific situation.

At the time in question, I had already accumulated significant real-money winnings and had attempted a withdrawal. While the withdrawal was pending, I continued playing. The €10 cashback bonus was credited during this period.

My concern is whether it is proportionate and fair for a €10 bonus with a €40 maximum cashout limit to result in the forfeiture of €1,900 in previously accumulated real-money funds.

Even if the bonus was technically activated, I did not intentionally activate it for the purpose of converting my existing balance into bonus-restricted funds, nor was I aware that it would subject my entire balance to a €40 cap.

I respectfully ask the mediator to consider whether:

• The maximum cashout limitation was clearly and transparently presented at the moment of activation,

• The system clearly separated real funds from bonus funds,

• And whether applying a €40 cap to an already substantial balance aligns with fair gambling principles.

Thank you for reviewing this matter further.

Kind regards,

Hafthor

Dear Jana,

The user voluntarily activated a no-deposit bonus, which included a maximum withdrawal limit as part of its terms. At the time of activating this bonus, the user already had €1,000 on their real-money balance.

While playing with the bonus, the user accumulated €1,940.25 in winnings generated from the bonus funds. After the wagering requirements were completed, the system adjusted the balance automatically in accordance with the bonus terms.

As a result, the user retained the full real-money balance that was present before the bonus activation, plus the maximum withdrawal amount allowed from the bonus. Following this adjustment, the total balance on the account was €1,039.79.

It is also important to note that the withdrawal request was created only after this system adjustment had already taken place.

To emphasize, the bonus was activated by the user themselves, the bonus terms and withdrawal limitations were visible at the time of activation, and the user’s original real-money balance remained intact and was not affected by the bonus adjustment.

Dear HafthorBerg,

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,
Jana
Casino.Guru