SpellWin Casino - Вывод средств игроком задерживается из-за необходимости проверки.

I would like to provide additional information regarding my case with SpellWin.

I registered my account on March 17, 2026, and claimed the first deposit bonus offered by the casino. During my time on the site, I mainly played slot games.

After requesting a withdrawal, I was asked to complete the KYC verification process. I submitted all requested documents and fully cooperated with the verification requirements. However, despite my compliance, the verification remained pending for an extremely long period without any meaningful explanation.

On April 2, 2026, after already waiting for more than a week since submitting my documents, I contacted the casino and expressed my concern regarding the excessive delay. I also informed them that I had repeatedly contacted live chat support and had previously been promised an update by email, which never arrived.

The casino's response on April 2 was simply that my request had been forwarded to the relevant department and that I would be notified once there was an update. No explanation regarding the delay was provided.

After another eight days passed without any progress, I contacted the casino again on April 10. At that point, nearly three weeks had passed since my KYC documents had been submitted. I explained that the delay was unreasonable and requested immediate completion of the verification process and withdrawal.

The casino's reply on April 10 again failed to provide any substantive information. They merely stated that my request had been forwarded to their financial team to "speed up" the withdrawal process and apologized for the waiting time.

In summary:

I registered on March 17, 2026.

I claimed and used the casino's first deposit bonus.

I mainly played slot games.

I submitted all requested KYC documents.

Nearly three weeks passed without verification being completed.

I repeatedly contacted support and live chat.

I was promised updates that never arrived.

The casino never provided a clear reason for the delay.

The casino repeatedly responded with generic statements claiming that the matter had been forwarded to another department.

No evidence was provided that any actual review was taking place.

I believe this level of delay is excessive and unreasonable. More importantly, the casino failed to communicate transparently and repeatedly provided only generic responses despite numerous follow-ups.

I kindly ask Casino Guru to consider these facts when evaluating the fairness of the casino's conduct and handling of my withdrawal request.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you submitted to the casino for your KYC verification?
• Have you uploaded your documents in Japanese, or were you required to have them translated into English?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• When was the last time you tried contacting the casino regarding your verification? What was their response?

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

Best regards

Veronika

Dear rinrin8960256,

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.