Vincispin Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

I tried withdrew 2800kr i won from my 240kr deposit with solana. They required kyc which i don't like doing, but i am fine with. So i went to finish my kyc, and it got rejected. The reason they provided was: Unknown or No reason found. I emailed them, and they asked for a crypto deposit proof. The proof they wanted was - proof of deposit dated 2026-04-06 15:19:45 for the amount of 242.80 NOK. It must contain your name, transaction amount, recipient's name, transaction ID, time and date;

I deposited from ccpayment, which shows none of that information. I don't think any crypto wallet even shows any of that information, only the transaction amount id date and maybe your name depending on where you sent from. I tried to tell them how it works that the information doesn't show, and they replied with the same mail saying i only needed that document as verification for now. So i went a pdf file with some information, and they accepted that proof. However now they ask for me to verify my identity, however it got rejected for "Unknown Reason" so i can't upload again. I tried to tell them that, but i just got a bot reply. I also offered to just send an image of my passport to them as well.

I told this case to my friend, and he said he had earlier have made a complaint here on casino guru and goten the problem solved. So i hope you can help me verify my account, and get my money.

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 RewardFlow,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that the deposit proof was verified?
• Could you kindly clarify which documents you have submitted to date? Which of them have been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, and thanks for getting back to me. I have verified proof of deposit. Normal kyc proof got rejected. so did proof of funds. On proof of funds they asked me "Please provide proof of crypto account ownership. Proof must include at least an email address and name." However this does not show on my crypto account.

I can surely upload kyc again if they gave me the chance. Looking forward to hearing from you!

Thank you very much for your reply, RewardFlow. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Done

Dear RewardFlow,

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, Romi (romana.r@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,

Kristina

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vincispin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vincispin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for your tag.

We have sent you an email, please review it at your leisure.

Kind regards,

Vincispin Casino

Thank you, Vincispin Casino, for your email.

Dear user,

The casino is awaiting another document from you, as I was informed.

Please complete everything they asked for and let us know about the situation.

Thank you.

Respectfully,

Romi

Dear RewardFlow,

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.

Thank you.

Can they please tell me what document they need?

Dear RewardFlow,

We would like to inform you that the required documents include the following.

Proof of deposit dated 2026-04-06 at 18:19:45 UTC. The document must clearly display the transaction amount, recipient address, transaction hash ID, as well as the date and time of the transaction, and your name if available. Please note that the previously provided documents appear to show signs of alteration; therefore, we kindly ask you to submit the original, unedited documentation.

Proof of ownership of your account on the exchange platform. Please provide a screenshot that clearly shows your name, the email address associated with the account, and the account identification number.

Once the above documentation has been reviewed and approved, we will require the following information in text format to proceed with the refund.

Crypto wallet address.

Currency.

Full name.

If you have any further questions, please do not hesitate to contact us.

Best regards,

Vincispin Casino

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear RewardFlow, can you please let us know once you provide the casino with the above-mentioned information? Thank you very much.

Dear RewardFlow,

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,
Matej
Casino.Guru