Withdrawal frozen despite verified account

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 Vincispin 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.

Dear All,

Please be informed that the player’s account has been closed and the respective actions taken, as the player was found to be in severe breach of our Terms and Conditions. This decision is final and irreversible. We have already communicated and discussed this matter with the AskGamblers team, and we kindly request that this complaint now be closed.

As outlined in our Terms and Conditions:

Clause 7.5
It is the responsibility of the player to ensure that all documents submitted as part of the KYC process are genuine. The submission of fake or fraudulent documents may result in the confiscation of deposits and potential winnings. Your account has therefore been permanently closed.

Clause 12.1
The Company maintains a strict anti-fraud policy and applies a variety of tools and techniques to detect fraudulent activity. If a player is suspected of fraudulent actions, including but not limited to collusion with other players, fraudulent actions against other casinos or payment providers, chargebacks, multiple account creation, or any other form of cheating, the Company reserves the right to terminate the account and suspend all payouts.

This decision is taken at the sole discretion of the Company. The player will not be further notified of the reasons for such action, and the Company reserves the right to inform the relevant regulatory authorities of the fraudulent activity.

Best regards,
VinciSpin Team

Dear Vincispin Casino,

I would like to emphasize that I have already submitted all requested documents (selfie with ID, proof of address, proof of deposit) immediately after your request. Despite this, my account has remained frozen and my withdrawals of €350 (requested on Aug 25) and €724 (requested on Aug 30) are still pending.

Your last communication with me was on Aug 28. Since then, I have received no further updates. I even sent you another follow-up email after August 28, but it has been completely ignored.

According to your own Terms and Conditions, withdrawals should normally be processed within 24 hours. I have now been waiting for over a week, which is far beyond the stated timeframe. This delay and lack of communication cannot be considered standard verification procedure — it appears more like intentional stalling.

I kindly ask you to provide a clear update on the status of my verification and a firm timeline for when my withdrawals will be processed.

Dear Player,

Thank you for sharing this with us. We have reviewed the matter and it appears that your account is currently undergoing further verification by our team.

Please note that once we receive the relevant information and there is progress on your case, we will provide updates here accordingly. We appreciate your patience and understanding during this process.

We also kindly ask you to refer to our Terms and Conditions, which state that for the first or any subsequent withdrawals, we reserve the right to perform verification. Under our KYC policies, we may request as many documents and pieces of information as necessary until identity is sufficiently verified, and until then we may suspend services such as withdrawal, payments and etc.

Thank you for your cooperation.

Best regards,
Vincispin Team