Complaint #10 Spinhub Casino

Complaint regarding delayed verification and unpaid balance

By Thiemo P.

1 week ago

Message on forum

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,

Disputed Casino Spinhub Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

4 days ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Spinhub Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Spinhub Casino

• Representative

4 days ago

Dear AskGamblers,

We would like to inform you that we have sent you an email to support@askgamblers.com.

We remain at your disposal for any further assistance you may need

best regards

Saint90

• Nordrhein-Westfalen • 1 reviews

6 days ago

I cannot prove a negative. I cannot prove that I did not create an account that I have never created, used, or controlled.

The casino is making a serious allegation against me, and therefore the burden is on the casino to provide clear, verifiable, and auditable evidence. A simple screenshot or an internal claim is not sufficient, especially because screenshots can be manipulated.

I therefore respectfully request that the casino provide the exact technical basis for linking the alleged duplicate account to me, including the account creation date, registration and login IP addresses, device/browser fingerprints, timestamps, payment method information, KYC details, login history, and any other metadata used to connect that alleged account to me.

If the casino cannot provide reliable technical evidence, then the accusation should not be accepted as a valid reason to confiscate my balance.

I also ask why this alleged duplicate account was only discovered after months of verification and after my withdrawal request, instead of being detected earlier during the KYC process.

I strongly deny having created, used, or controlled any second account. If any alleged evidence has been provided, I request that it be checked carefully for authenticity, including metadata, IP logs, timestamps, device data, and whether the evidence is based on original system records rather than screenshots.

Saint90

• Nordrhein-Westfalen • 1 reviews

6 days ago

Apart from that, do you not find it highly suspicious that two different players who complain about being unable to withdraw their money are accused of exactly the same things?

Not just something similar — but the exact same allegations.

How realistic is that supposed to be? In my opinion, this alone should already raise a very serious red flag.

Two independent players file complaints because they are unable to withdraw their winnings, and then the casino appears to respond with almost copy-pasted accusations, claiming that both players allegedly committed the exact same breaches.

I am sorry, but this does not look credible to me. It strongly suggests that something is very wrong here.

In my case, I can only repeat that I did not create a second account, I did not breach the terms they are accusing me of breaching, and I strongly dispute any alleged evidence suggesting otherwise.

At the very least, the fact that the casino is making identical accusations against different players should be investigated very carefully before any decision is made.

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

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

Casino not accepting documents

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!

Resolved