SpinSpace Casino - O jogador não consegue sacar os ganhos devido à verificação atrasada.

Dear Casino Guru,

This Casino is impossible to verify to get my money i won. The requests at this point is never ending and frankly beyond any reasonable kyc check.

On the 12th of April well what i thought was a brilliant day for me i won 3049€ with Spin space casino. I did the general website request of uploading my passport picture, bank statement to confirm my address, proof of the deposit made to the casino and the card i used doing so also proof.

Now this is where this Casino starts the current never ending process.

1. Alternative proof of address. They want a utility bill. Done and sent.

2. Then the next request. Picture of me holding passport next to face with a piece of paper in my hand with 2404 written on it. Done and sent.

3. Alternative ID is the next request. I do not drive. They insisted stamped Birth certificate or they can do nothing. Done and sent.

4- now this is the next request. A video.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

The above video was done 2 weeks ago and despite going on chat and sending emails the Casino do not respond until yesterday with the below. This is a never ending verification procedure and with everything i have done so far i see this as nothing more to not pay.

Thank you for the provided video.

For the next step of the additional verification please provide the following:

We need you to provide strong evidence of your location at the address you specified in the profile during registration. For this purpose, please provide us with selfies that clearly show your face, as well as a sign with the address on the building indicated in your profile during registration.

Dear BeamScottUP,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinSpace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you previously withdrawn winnings from this casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you provided any such video? Are there any obstacles preventing you from submitting it to the casino?
• Did the casino justify why they require the additional verification to be done this way?
• Could you please share with me the recent communication with the casino regarding your verification? Send emails or chat transcripts to my email at [email protected], 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

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

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

Stay cautious and contact us directly if you have any doubts.

Dear Tomas,

I have posted the below reply to your questions that i hope will clarify for you.

Dear BeamScottUP,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinSpace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

Is your player's account accessible to you? Can you log in? Yes i can

Have you previously withdrawn winnings from this casino? No. Account has to be verified before can submit a request

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) Slots

Did you achieve your current balance with the help of a bonus? Had a 375€ bonus with a 300€ deposit

Have you provided any such video? Are there any obstacles preventing you from submitting it to the casino? No. Provided the video very quickly. It never ends.

Did the casino justify why they require the additional verification to be done this way? No. Nothing

Thanks for the detailed explanation of the situation.

• Could you please share with me the recent communication with the casino regarding your verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Email has been sent.

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

Hello, BeamScottUP!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Dear CasinoGuru,

The project's anti-fraud department has raised concerns regarding the client's actual location, as well as the possibility that the account may not belong to the individual who submitted the identification documents. As a result, a full verification of the user was requested, including an additional photo to confirm their address, which the client has failed to provide for over 40 days.

Based on this, the security department has decided to block the user's account until the requested photo is provided and the additional verification process is successfully completed.

Kind regards,

SpinSpace Casino Team

BeamScottUP, do you have any comments on this or are you willing to proceed with the verification process?

Dear BeamScottUP,

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.

Dear Casino Guru and SpinSpace Casino,

I am beyond frustrated with the verification process at SpinSpace Casino. Despite winning 3049€ on April 12, I have been subjected to an endless cycle of document requests, which I believe is a deliberate tactic to delay or avoid paying my winnings.

Here’s a summary of what I’ve already provided:

Initial Documents: Passport picture, bank statement, proof of deposit, and card details.

Utility Bill: Submitted as requested for alternative proof of address.

Photo with Passport: A picture of me holding my passport next to my face, with a paper displaying "2404" as specified.

Birth Certificate: Provided a stamped birth certificate since I don’t have a driver’s license or other ID.

Self-Identification Video: Recorded and sent two weeks ago, including:

Stating my full name, recording date, and purpose of the video.

Showing my surroundings to confirm no third parties were present.

Waving my hand to prove no face-editing software was used.

Displaying my passport and a paper with the date and SpinSpace’s name.

Showing the passport close-up, rotating it to display holograms and watermarks.

Despite complying with every request, the casino’s latest demand is for selfies showing my face with a building sign matching the address in my profile. This is absurd and goes far beyond any reasonable KYC process. I’ve sent multiple emails, including on May 1 and May 5, asking for updates, but responses are slow or nonexistent until new demands are made.

SpinSpace claims their anti-fraud department has concerns about my location and account ownership, yet they’ve provided no evidence or justification for these claims. I’ve been fully transparent and cooperative for over 40 days, yet my account remains blocked until I comply with yet another unreasonable request.

This verification process feels like a never-ending hurdle designed to prevent me from accessing my winnings. I urge Casino Guru to investigate SpinSpace Casino’s practices, as I strongly believe they are acting in bad faith to avoid paying me. I’ve done everything asked of me, and enough is enough.

Thank you for your assistance,

BeamScottUP

Dear SpinSpace Casino Team, if you have a reasonable explanation, you can provide it here or to my e-mail: [email protected].

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Pavel. I have tried emailing the casino at [email protected] which i have used before and got responses from, but now the email does not work and it seems that the casino has been restricted and does not operate.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, since the casino page is not available, so I cannot recommend you to contact Anjouan Gaming Authority via the badge on their page. Please let me know if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team