Complaint #2 Spinhub Casino

Casino not accepting documents

By Matthias B.

3 months ago

I've already submitted 3 times a document for the address verification and it got declined now the third time.
The reason is that I should submit it in PDF format without any modifications.

The document is a PDF, not modified, and is being accepted at every other casino.

The support on their site can't help and I always have to write an mail. The response timethere is really slow!

Disputed Casino Spinhub Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

Following a review of valid information and proof presented by Spinhub Casino management, the AskGamblers Complaint Team hereby confirms that the issue, subject to this dispute, has already been raised with and ruled by the operator's appointed ADR entity.

Based on the abovementioned information and taking into account the AGCCS policy of compliance with the decisions taken by the official regulatory bodies and/or ADR entities, the AskGamblers Complaint Team has no other option but to close the case as resolved in operator's favour.

Spinhub Casino

• Representative

2 months ago

Hello Askgamblers,

Following the complaint raised on this thread, the case was escalated to an independent Alternative Dispute Resolution (EGIS-ADR) provider for a full and impartial review.

After carefully examining all the evidence and documentation submitted by both parties, the ADR concluded that the proof of address provided by the player (internet bill) was either altered and/or could not be verified as authentic.

In accordance with our Terms & Conditions, particularly those related to account verification (KYC) and fraud prevention, we are required to ensure the authenticity of all submitted documents. Where there are reasonable grounds to doubt the validity of such documents, the operator reserves the right to suspend or close the account and withhold any associated funds.

Based on these findings, the ADR ruled in favor of the operator, confirming that the actions taken were fully compliant with the applicable Terms & Conditions. As per the ADR process, this decision is final.

best regards
SpinHub casino

AskGamblers

• Support Team

2 months ago

Dear all,

This complaint has been reopened as per Spinhub Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

2 months ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Spinhub Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $179

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Spinhub Casino Complaints

See all complaints for this casino

Complaint regarding delayed verification and unpaid balance

Hello,

I have already opened a complaint with Casino Guru, but I would also like to submit a complaint here on AskGamblers.

The reason is that I would like to receive an official response from the casino, and I understand that casinos are required to respond within a shorter timeframe on this platform. I also believe it is important that this situation is made public, as in my opinion the casino is deliberately delaying the verification process and refusing to pay out legitimate winnings.

I currently have €10,200 in my casino account. At this point, I honestly have serious doubts that I will ever receive this money.

I have already submitted a large number of documents for verification, including:

Front side of my ID card
Back side of my ID card
Screenshot of the bank transfer I made to the casino
Bank statement
TV bill showing my residential address
Internet bill showing my residential address
Official registration certificate / proof of residence issued by my city
Income tax statement for 2023
Income tax statement for 2024
Proof of funds signed by my employer
A 2024 tax assessment notice regarding the separate and uniform determination of tax bases, issued by the Bergheim tax office

Despite submitting all of these documents, my account is still not verified, and I am still unable to withdraw my balance.

From my point of view, the casino is deliberately delaying the process in order to avoid paying out my winnings. They keep asking for more documents, taking a very long time to respond, or failing to provide clear explanations. This has now been going on for far too long and has become completely unacceptable.

I want to make it clear that I have cooperated fully throughout the entire verification process. I have provided official documents containing personal, financial, and residential information. I am also willing to answer any reasonable questions and can provide the full email history if required.

However, I cannot wait another two months just for a decision to be made. There must be a reasonable limit to how long a verification process can be delayed, especially after so many official documents have already been submitted.

In my opinion, this behaviour is highly suspicious and looks like deliberate stalling. I believe this casino should be investigated, and other players should be warned about these practices.

Furthermore, I can no longer log in to my player account. I also cannot reset my password. When I contacted the casino about this, I was told that my account was not blocked or restricted, but that there were supposedly technical issues.

In my opinion, this explanation does not make sense at all. After months of delayed verification and unpaid winnings, the fact that I now cannot even access my account only adds to my concerns that the casino is deliberately obstructing the process.

I respectfully ask AskGamblers to review this complaint urgently and to request an official response from the casino regarding why my account is still not verified, why my €10,200 balance has still not been paid out, and why I can no longer access my account.

Best regards,

Resolved

Unfair holding of my winnings

I did open an account at this casino and deposited 200 euro which I fully wagered as their terms say (3 times) playing table games and some slots (I wagered even more than the asked number of times and asked in chat if I completed the wagering), then I fully verified my account which took around one week as they kept asking for more photos, I sent all what they asked pretty fast.

So being fully verified and knowing I wagered and im allowed to withdraw I tried withdrawing the money (I deposited 200 euro and had around 210 when withdrawing), then they send me an email saying that I have to wager 2 more times to be able to withdraw (it was suspicious but I didnt say anything against it) so I wagered 2 more times and I won at slots 250 euro as you can see in the image, and after that I tried eithdrawing only to be asked to wager 1000 (5 times my initial deposit again ONLY ON SLOTS) so of course I didnt agree on this so I started checking the terms again and there is nowehere said they can do this, nor that table games arent allowed for wagering nor that they can add these wagering requeirements one after another like that, so they just want me to lose all the money to do not pay me out. I attached the most important parts of the conversations I had with them, where i won and live chat which didnt even know about their other departament mails and wagering requeirements.

Resolved

€460

Extremely slow verification endless documents after winning

I recently tried my luck at Spinhub3.casino and had what can only be described as the worst casino verification experience ever. After finally winning a decent amount on Spinhub casino, the site suddenly decided to delay everything as long as possible. I uploaded my passport and proof of address immediately, but Spinhub3.casino then demanded either tax return documents OR a proof of wealth statement.

Once I sent the proof of wealth for Spinhub casino, they kept asking for more and more unnecessary documents that were clearly not required. Every single email I sent to Spinhub3.casino support took a minimum of 2-3 working days before I even got a reply. This is not normal verification; it feels like a deliberate tactic by Spinhub casino to make sure you eventually lose your winnings while you’re stuck in endless loops.

For comparison, a friend of mine lost a few hundred euros on the same Spinhub platform and was fully verified in just 5 minutes. That says everything about how Spinhub casino treats winners versus losers.

Between 27 February and 19 March, I’ve been in contact via email no fewer than 31 times. The customer service representative “Anastasia” keeps asking for documents, and everything I send is rejected. Even when they first ask for proof of wealth, later on, that’s suddenly no longer required, and they want something else.

I’ve never experienced anything like this in 10 years of playing at online casinos.

Rejected

€3,300