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Hello,

I would like to provide an update regarding my case with Bspin.

My withdrawal has been pending for a long time without any clear explanation from the casino.

On June 2, I submitted all documents requested for KYC verification. The casino confirmed that the documents had been received and forwarded to the relevant department for review. Since then, I have repeatedly contacted support asking for the reason for the delay and an estimated timeframe for completion.

However, I have not received any meaningful information. The responses have been limited to statements such as:

The documents are under review.

The relevant department is handling the case.

They cannot provide any timeframe.

They will notify me when there is an update.

On June 3, support informed me that the process usually takes only several days based on their experience. Despite this statement, more than a week passed without any progress or explanation.

I specifically asked the casino to explain why my legitimate winnings were still being withheld and what issue, if any, was preventing the withdrawal from being processed. Unfortunately, they have not provided any concrete reason.

At this point, I believe the casino has had sufficient time to complete a standard verification review or, at the very least, explain what is causing the delay. Instead, my funds continue to be held without transparency, and I am repeatedly receiving generic responses.

I would appreciate it if the casino could clarify:

What specific issue is preventing my withdrawal from being processed?

Whether my KYC documents have been approved or if additional verification is required.

What realistic timeframe should be expected for a final decision.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, have you already had a complaint about this issue at Casino Guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

I fully understand the importance of identity verification. I completed the submission of all required documents on June 2nd. I have made inquiries several times since then, yet there has been absolutely no progress. The documents have not been rejected or flagged for validity issues; there has simply been no movement whatsoever. This is the first time I have made an inquiry regarding this matter.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear qix720koaka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru