Complaint #1
SpinGreen Casino
Refuse to pay and verify my documents
1 week ago
I am submitting this complaint regarding SpinGreen Casino and approximately €2,000 in winnings that I am currently unable to withdraw.
I deposited a total of approximately €150 across three deposits. I want to make it absolutely clear that I did not use, claim or accept any bonus whatsoever. All gameplay was conducted exclusively with my own deposited funds.
On my third deposit, I managed to increase my balance to approximately €2,000 and decided to withdraw.
I initially requested a withdrawal to my payment card. I then contacted SpinGreen via live chat and was told that Bitcoin withdrawals would be faster. Based on their own support’s advice, I cancelled the card withdrawal and submitted a new withdrawal via Bitcoin.
SpinGreen then cancelled the Bitcoin withdrawal.
Immediately afterwards, I was unable to request another withdrawal. The withdrawal page now states:
“Withdrawals are temporarily limited. Please contact support.”
Support told me:
“You should have received an email. The security service will conduct an additional check.”
I initially received no such email, but later received a request for extensive KYC/security verification. I am fully cooperating with their verification process and have no objection to reasonable KYC checks.
However, I submitted the requested verification documents more than four days ago and they still have not been approved. I have received no meaningful update, no explanation for the delay and no indication that anything is missing from my submission. I have repeatedly tried to obtain information regarding the status of my verification, but I am simply left waiting while my approximately €2,000 remains inaccessible.
If SpinGreen requires any additional document or information, they should clearly tell me what is required. Instead, my documents have now remained pending for more than four days without any proper response.
The card used was a Klarna virtual card, meaning there is no physical card to photograph. I can provide documentation/screenshots from Klarna proving the relevant card details and ownership.
Unsolicited bonus added AFTER my withdrawal
There has now been an extremely concerning development.
SpinGreen has added a €10 bonus to my account AFTER I had already won approximately €2,000, requested my withdrawal and had my withdrawals restricted.
This bonus was NOT present when I deposited.
It was NOT present when I played.
It was NOT present when I won the €2,000.
It was NOT present when I requested my withdrawal.
I never requested, claimed, activated or consented to this bonus.
I deliberately played without bonuses because I did not want any wagering requirements attached to my funds.
SpinGreen has now added this €10 bonus after the fact, and it appears to have created a wagering requirement on my account.
This is completely unacceptable. From my perspective, the bonus has been added retroactively in a way that now requires wagering despite the fact that my approximately €2,000 was already won with real money before the bonus existed.
A casino should not be able to add an unsolicited bonus after a player has won and requested a withdrawal and then use that bonus to impose wagering conditions that did not exist when the winnings were generated.
I have not played with or wagered the €10 bonus, and I will not do so.
To summarize:
* I deposited approximately €150 of my own money.
* I used no bonus whatsoever.
* I won approximately €2,000.
* I requested a withdrawal.
* SpinGreen advised me to change the withdrawal to Bitcoin.
* I followed their advice.
* SpinGreen cancelled the withdrawal.
* My withdrawal functionality was restricted.
* I was asked to complete additional KYC and I fully cooperated.
* My requested KYC documents have now been pending for more than four days without approval or any meaningful response.
* SpinGreen then added a €10 bonus that I never requested or accepted.
* The bonus appears to have created a wagering requirement.
* My approximately €2,000 remains unavailable for withdrawal.
I have screenshots documenting my balance, withdrawal attempts, withdrawal restriction, communication with support, the subsequently added €10 bonus and the status of my verification.
I require SpinGreen to correct this immediately.
The unsolicited €10 bonus and any wagering requirement connected to it must be removed without affecting my existing real-money balance.
My approximately €2,000 was won before this bonus existed, using my own deposited funds. It must therefore not retrospectively become subject to bonus wagering requirements.
I have already cooperated with SpinGreen’s KYC requirements and have now been waiting for more than four days for my submitted documents to be reviewed. SpinGreen should either approve the documents or immediately explain exactly what additional documentation, if any, is required.
Once verification is completed, I expect my withdrawal functionality to be restored and my approximately €2,000 withdrawal to be processed without any wagering requirement connected to this unsolicited bonus.
I respectfully ask AskGamblers to intervene and help resolve this matter.
I deposited a total of approximately €150 across three deposits. I want to make it absolutely clear that I did not use, claim or accept any bonus whatsoever. All gameplay was conducted exclusively with my own deposited funds.
On my third deposit, I managed to increase my balance to approximately €2,000 and decided to withdraw.
I initially requested a withdrawal to my payment card. I then contacted SpinGreen via live chat and was told that Bitcoin withdrawals would be faster. Based on their own support’s advice, I cancelled the card withdrawal and submitted a new withdrawal via Bitcoin.
SpinGreen then cancelled the Bitcoin withdrawal.
Immediately afterwards, I was unable to request another withdrawal. The withdrawal page now states:
“Withdrawals are temporarily limited. Please contact support.”
Support told me:
“You should have received an email. The security service will conduct an additional check.”
I initially received no such email, but later received a request for extensive KYC/security verification. I am fully cooperating with their verification process and have no objection to reasonable KYC checks.
However, I submitted the requested verification documents more than four days ago and they still have not been approved. I have received no meaningful update, no explanation for the delay and no indication that anything is missing from my submission. I have repeatedly tried to obtain information regarding the status of my verification, but I am simply left waiting while my approximately €2,000 remains inaccessible.
If SpinGreen requires any additional document or information, they should clearly tell me what is required. Instead, my documents have now remained pending for more than four days without any proper response.
The card used was a Klarna virtual card, meaning there is no physical card to photograph. I can provide documentation/screenshots from Klarna proving the relevant card details and ownership.
Unsolicited bonus added AFTER my withdrawal
There has now been an extremely concerning development.
SpinGreen has added a €10 bonus to my account AFTER I had already won approximately €2,000, requested my withdrawal and had my withdrawals restricted.
This bonus was NOT present when I deposited.
It was NOT present when I played.
It was NOT present when I won the €2,000.
It was NOT present when I requested my withdrawal.
I never requested, claimed, activated or consented to this bonus.
I deliberately played without bonuses because I did not want any wagering requirements attached to my funds.
SpinGreen has now added this €10 bonus after the fact, and it appears to have created a wagering requirement on my account.
This is completely unacceptable. From my perspective, the bonus has been added retroactively in a way that now requires wagering despite the fact that my approximately €2,000 was already won with real money before the bonus existed.
A casino should not be able to add an unsolicited bonus after a player has won and requested a withdrawal and then use that bonus to impose wagering conditions that did not exist when the winnings were generated.
I have not played with or wagered the €10 bonus, and I will not do so.
To summarize:
* I deposited approximately €150 of my own money.
* I used no bonus whatsoever.
* I won approximately €2,000.
* I requested a withdrawal.
* SpinGreen advised me to change the withdrawal to Bitcoin.
* I followed their advice.
* SpinGreen cancelled the withdrawal.
* My withdrawal functionality was restricted.
* I was asked to complete additional KYC and I fully cooperated.
* My requested KYC documents have now been pending for more than four days without approval or any meaningful response.
* SpinGreen then added a €10 bonus that I never requested or accepted.
* The bonus appears to have created a wagering requirement.
* My approximately €2,000 remains unavailable for withdrawal.
I have screenshots documenting my balance, withdrawal attempts, withdrawal restriction, communication with support, the subsequently added €10 bonus and the status of my verification.
I require SpinGreen to correct this immediately.
The unsolicited €10 bonus and any wagering requirement connected to it must be removed without affecting my existing real-money balance.
My approximately €2,000 was won before this bonus existed, using my own deposited funds. It must therefore not retrospectively become subject to bonus wagering requirements.
I have already cooperated with SpinGreen’s KYC requirements and have now been waiting for more than four days for my submitted documents to be reviewed. SpinGreen should either approve the documents or immediately explain exactly what additional documentation, if any, is required.
Once verification is completed, I expect my withdrawal functionality to be restored and my approximately €2,000 withdrawal to be processed without any wagering requirement connected to this unsolicited bonus.
I respectfully ask AskGamblers to intervene and help resolve this matter.
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