Spinhub Casino

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,

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!