Vincispin Casino - Вывод средств игроком задерживается, а учетная запись блокируется.

Hi. I would like to fail a complain with Vincispin Casino. I am a high roller player and created an account with them around 2-3 weeks ago. I made 2 or 3 deposits via Skrill and was lucky enough to win money both on Deposit (Real) Money and Bonus money (I did the full turnover and met the criteria for it 3x1,4 odd bets). At the beginning I successfully withdrew probably around 4-5k. I attached all the necessary documents. After probably there second successful withdrawal I made a bigger amount of money exactly 8462,82 zl and when I tried to withdraw I got a pop window asking for documents: Proof of Funds, Proof of Deposit, Bank Statement. Of course all of the documents were sent and even "ACCEPTED" but were not "verified" which is absolutely ridiculous! The statements clearly state and show my name, address, proof of address, email, skrill user ID and so on... And when I attached them and sent them in the casino along with its support chat stated "this is not what we need". They asked for the skrill statement showing DEPOSITS into the casino from the last month, I sent it in, got it "approved" but the still did not unsuspended my account. They also asked me some weird and private questions like who is my friend and what connection I have to him which is totally absurd and unprofessional. Please help me withdraw my money because I registered an account there based on their good reviews and was shocked that they are trying to scam me out of money.

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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.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports only?
• Does the friend the casino asked you about also have an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Which documents have you been requested to submit most recently and when exactly did you submit them?

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

Hello Veronika,

Thank you for your response. Please find my answers to your questions below:

1.⁠ ⁠Types of games: I placed sports bets only. I can also provide the winning coupon as proof.

2.⁠ ⁠Friend's account: No, the friend the casino asked me about does not have an account at this casino and is not connected with any casinos whatsoever.

3.⁠ ⁠VPN usage: No, I have never used any VPN or IP-masking software while accessing the casino website.

4.⁠ ⁠Documents submitted: First I’ve verified my phone number and email address and submitted proof of identity, proof of address and proof of deposit. These documents got accepted and verified and afterwards they requested bank statements and proof of funds - which got also accepted but not verified. I’ve contacted their support chat and they told me I should wait for an email - after waiting for 3-4 days, they asked me all the questions from the attachment in my first message in this complaint and I’ve answered all of them. Then they said it’s fine and they will unsuspend my account but still nothing happened. I’ve contacted their support team again and they said I need to upload proof of funds, bank statement (which I’ve already uploaded and which got accepted) and answer the questions they have sent me (which I’ve already answered). In conclusion everything I’ve provided got accepted about 5-7 days ago but it’s not verified and I can not withdraw my money (their usual verification process takes up to 24h max.)

And every time I try to upload a bank statement or proof of funds once again, they reject it and tell me it’s not what they were asking for - even though it obviously is 

Additionally, I want to mention that the casino has accused me of editing or manipulating the documents I submitted, which is absolutely not true. The documents I provided are completely authentic and unaltered. This false accusation feels like yet another delay tactic to avoid paying out my legitimate winnings.

I hope this complaint can help resolve the situation fairly. I am happy to provide any further documentation or evidence if needed.

Best regards

Hello do you have any updates about my case?

Please forward me the most recent communications between you and the casino customer support regarding the verification of your account, along with the documents you sent them, to [email protected]. I appreciate your patience and cooperation.

Hello balazsnmth,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru