First of all, I’d like to come back to the question from Askgamblers about the amount involved. It’s around €3,300, depending on how much I still need to wager. Normally, a deposit has to be wagered a certain number of times; I’m not sure how far I’ve got with that. Just to be clear, this ‘big win’ was made using my own money, not bonus funds.
I would also like to point out that Spinhub3 Casino deliberately slows everything down. According to them, it takes 1 to 2 working days for them to respond to each document you are required to submit. In reality, they sometimes only respond after 4 working days. They do all this to deliberately delay the process. This is also evident from other complaints about this casino.
They could make things easier for the customer by specifying in a single email which documents they require from you. They could make things easier for the customer by specifying in a single email which documents they require. But instead of making things easier for the customer, every document (passport, proof of address, proof of deposit, tax return, proof of income) is treated as a new "process". This means verification can take up to weeks, as they take a few working days to process each document.
I have over ten years’ experience with online casinos and I have never encountered such a lengthy verification process; I have never been asked to provide so many documents. Furthermore, a friend of mine also plays at Spinhub and had lost a few hundred euros. When he made his first small withdrawal, he was verified within an hour. This suggests pure arbitrariness and “bullying the customer”.
All of this can also be found in online reviews of this casino.
I’d like to come back to the documents that need to be submitted. As mentioned earlier, I have provided:
- Passport
- Drivers license
- Proof of address
- ANNUAL STATEMENTS for all my bank accounts (as proof of income/wealth)
- Proof of sur name used bij the government (see below why I had to share this)
- I have also indicated that if they need anything else, that’s no problem.
Why I cannot and will not provide my tax return documents:
I made it clear very early on in my email correspondence with Spinhub that I cannot provide my tax return documents because they contain all my wife’s and son’s personal details. It is already quite an intrusion to view someone’s tax return, but Spinhub has no business knowing my wife’s and son’s income and assets.
I have also informed Spinhub that I am married to my wife and have taken her surname for personal reasons. This is somewhat unusual in the Netherlands. According to Dutch regulations, I retain my own surname on my passport, but the government registers me under my wife’s surname. I have provided proof of this to Spinhub by sharing my driving licence. Both surnames appear on my driving licence.
After I reported this to Spinhub, they suddenly asked specifically for tax return documents bearing the same name as on my passport(while they know this is impossible). Such documents do not exist. I have also provided Spinhub with proof of this. I received a letter from the government informing me that I must complete my tax returns. This letter shows the same surname as on my driving licence.
After all these emails and explanations, and having provided all the evidence, Spinhub3 has absolutely no intention of accommodating me in any way. I have stated on several occasions that providing other documents is not a problem. I once had a Zoom meeting with another casino to demonstrate certain things; that wasn’t a problem either.
In other words, I have no problem at all providing information. I have already submitted a great many documents. But the requirement that I must provide a tax return document bearing the same name as on my passport is impossible.
I would very much like to find a solution, but unfortunately Spinhub shows absolutely no willingness to cooperate.
PS: If a member of the AskGamblers team would like to see all the emails exchanged with Spinhub, I would be happy to share them.
Kind regards
