SpinLander Casino - Акаунтът на играча е затворен поради забавяне в KYC (познай своя клиент).

I joined the casino and made my deposit on 20 August 2025. The same day I received an email asking for KYC.

Around this time, my mother had a stroke and needed 24 hour care. Due to this life event, I was distracted from completing the KYC, but did not think this would be a problem under the circumstances.

However, I received an email from the casino on 26 September 2025 (txt attached) basically saying I missed the deadline, so the verification process was not successful and my account had been closed with my full balance confiscated.

I replied the same day explaining the situation (txt attached), but as yet have not heard back from them despite my chasing them up on October 2025.

To be frank, I am surprised at the casino's stance, particularly considering they are so high rated. It seems very harsh and they did not even send a "final reminder" or indeed any reminder, much less state in their email the severe penalty for a delayed response. I appreciate that the caution is mentioned in their T&Cs but for something which is so material, they should be making the possible consequences clear at every opportunity. This is even more imperative considering people get distracted by life events which need dealing with.

I also note that there was a similar case in the Discussions section of Casino Guru where someone else in a similar situation ended up getting to complete the verification process and got paid the full amount, although I appreciate each case has its own minutia.

Please could you help me with my case. Thank you.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficult situation you’ve been through. Please allow me to ask a few questions to clarify the details of your case:

1. Have you not sent any documents to the casino for verification since August 20 at all?
2. Have you accessed your casino account, deposited, or played between August 20 and September 26?
3. Am I correct in understanding that you did not receive any additional emails reminding you to complete your verification within 30 days?

Your answers will help us better understand the situation and proceed with your complaint.

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

Hi Veronika

Thanks for trying to help me. My answers to your questions are:

1. From what I recall the casino uses a 3rd-party ID/KYC system whereby all the documents and video are uploaded sequentially in one session. I was going to attend to this, but there was a lot going on in my life and things got delayed. Therefore, no documents were uploaded.
2. I would have logged into my account and played on 20 August and also maybe 21 August, which is how I achieved my balance of just over €5000. I do not recall playing or logging in since then due to the previously mentioned reasons.
3. I did not receive any reminder emails and I have checked my junk/spam folder as well.

Dear dsp99RF

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, Stefan ([email protected]). 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,

Veronika

Dear dsp99RF,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SpinLander Casino to join this conversation and assist in addressing the complaint.

Dear SpinLander Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan,

We would like to clarify that we have provided the player with a second opportunity to successfully complete the verification procedure. Although we acted strictly in accordance with our Terms and Conditions — specifically the clause stating that all required documents must be submitted within 30 (thirty) calendar days from the date of the withdrawal request, and that failure to complete verification within this period results in account closure and confiscation of winnings due to an unsuccessful KYC process — we have nevertheless decided to make an exception in this case.

Our KYC team has reopened the verification process, and we are currently awaiting the player’s submission of all required documents.

Kind Regards,

Spinlander Casino Representative

KYC complete and first withdrawal received today.

I am therefore pleased to say that this matter is resolved. Thank you to Stefan and Casino Guru for helping me with my case and to SpinLander casino for the satisfying conclusion.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear dsp99RF,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan