Impossible account verification

My recent experience with DuoSpin has been deeply disappointing, and I feel compelled to raise a formal complaint regarding the unjustified withholding of my funds. Since my first withdrawal request on April 16, 2025, DuoSpin casino has been withholding a total of €1132. Since then, the process has been plagued by constant delays, unreasonable demands, and a lack of transparency from the operator.

Following my initial withdrawal of €490, I was asked to provide standard verification documents: a valid ID, proof of residence, and a selfie with the DuoSpin website visible in the background. I submitted everything correctly. However, after a week of following up via live chat, I was told that the ID was "not clearly visible" — which is untrue. Nevertheless, I resubmitted the document without objection.

Weeks later, I was asked for a transaction history and a document verifying the ownership of my Binance account, from which I had made the deposit. I sent two different documents issued directly by Binance, but DuoSpin rejected them, claiming they did not meet their requirements.

Following DuoSpin's instructions, I contacted Binance’s official support team (screenshot attached), who confirmed that no other type of document can be generated beyond the ones I had already submitted.

Throughout this entire process, DuoSpin has repeatedly put up obstacles: long waiting times in their live chat, emails that promised replies and never arrived and weeks-long delays in reviewing documents.

Coincidentally, after I emailed complaints@duospin, the process suddenly became faster — I was no longer left waiting for hours in the live chat. However, the situation is now completely stuck, as they continue to demand a document that simply cannot be provided.

I have acted in good faith throughout, submitting every possible document and complying with all security requirements. The casino's conduct clearly shows an intention to delay or deny payment without valid technical or legal justification.

For all these reasons, I respectfully request that AskGamblers intervene so that DuoSpin immediately releases the €1132 owed to me, as I am now facing an abusive and unjustified situation.