Spinight Casino - Процесът на KYC на играча е забавен.

I have been stuck in the kyc process for something like 2 weeks now. I have provided all the documents they asked in the correct formats but they keep asking for the same documents over and over again specifically the bank transactions for the last 3 to 6 months. I have sent the pdfs for the transactions three times now.

Dear soukker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What specific documents have you provided to the casino during the KYC process?
• Have you received any confirmation emails or receipts after sending your documents?
• Are there any specific reasons provided by the casino for the repeated requests for the same documents? Do the bank statements contain all the personal information necessary for the verification of your account?

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.

I have provided my bank transaction history from december to 27th of june. I had to get two custom ones for this months transaction history because they wanted it until 11th of june first and until 20th after. (Which I find questionable because I don't think what happens after my deposit is relevant information to them)

I have not gotten any emails regarding the kyc process.

Whenever I sent something in the wrong format or when I sent my bank transaction history without my name on it they immediately asked for the correct document with a note specifying what's wrong with the one I sent. So that won't be the case that the documents I sent are insufficient.

Now i’m being asked to send the transaction histories of all the bank accounts used to top-up my account from 15.05 to 16.05. There’s over 10 different individuals who have sent me money during that period for either splitting a cab, sending me money to go get them something from the store or paying their debts(all through an app called mobilepay, very popular in Finland). I have a feeling it’s not even legal to request such a thing.

Earlier in the process, the casino specifically requested information about top-ups made to my Danske Bank account on June 6th, 9th, and 10th. In response, I provided:

A copy of my payslip, confirming employment income during that period.

A screenshot of withdrawals from my Betsafe account, which match the relevant incoming transactions on my Danske Bank statement.

These documents clearly show that the funds used for my deposit on June 10th came from legitimate and verifiable sources.

Despite this, I continue to receive requests for additional documents without clarification on what is missing. My concern now is that the casino may be indirectly asking for transaction histories from other individuals — for example, friends who sent me money via MobilePay. If that is the case, I want to make it clear that I do not have access to other people's banking information, nor is it appropriate or lawful for me to request it. The transactions are not income nor have I used them for gambling purposes.

I’ve provided everything within my control. If any specific transaction is still unclear, I respectfully request that the casino identify the exact dates or amounts in question, rather than requesting more broad or unrelated documentation.

Thank you very much, soukker, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([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.

Dear soukker,

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 Spinight Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinight Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I can confirm that the kyc process seems to be over, atleast a 500eur withdrawal went through today. Thanks!

Hello,

Thank you for bringing this to our attention.

I can confirm that this has been internally escalated, when there is an update we will post it here.

Thank you for your patience.

Kind Regards,

SpiNight Team

Hello,

We have sent an email to the Casino Guru Representative regarding this case.

Kind Regards,

SpiNight Team

Thank you, SpiNight Team, for the update.

Dear soukker,

We will wait until you can confirm you received the full amount.

Best regards,

Romi

Just an update, so far I’ve successfully withdrawn 1500eur.

Another update, I’ve gotten 3000eur as withdrawals so far.

Dear soukker,

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,
Romi
Casino.Guru