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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.

Dear jplencioni,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear jplencioni,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

"Hi Karla, thanks for following up. I can confirm that I've already submitted all the documentation requested by the casino. Despite having complied with everything, they're still blocking my withdrawal under the excuse that documentation is missing. I would greatly appreciate it if you could contact the casino to clarify what's happening. Thank you very much."

I also sent you the documentation requested by Spinbetter through this means in the previous email.

I still have the amount and I haven't played or placed any bets, only $6,841 pesos were added which should be a weekly refund that they gave me last week.

The total I have in the account is $2,576,841.29.

If you need any additional documentation beyond what I've already sent you, I have no problem sharing it with you (whether it's your passport or whatever you need).

I also have screenshots of payments that were made to me before they started asking me for documentation.

"Summary: I have submitted all documents to Spinbetter. My balance is $2,576,841.29 (ARS). I have not played or placed any new bets. I have proof of successful withdrawals from before they started requesting more documents. I am available to provide any additional identification if needed."

I hope this can be resolved soon so I can withdraw my money.

Thank you very much Karla, I hope to have answers soon.

thank you so much.

"Hola Karla, gracias por el seguimiento. Te confirmo que ya he presentado toda la documentación solicitada por el casino. A pesar de haber cumplido con todo, me siguen bloqueando el retiro bajo la excusa de que falta documentación. Te agradecería mucho si pudieras contactar al casino para que aclaren qué es lo que está pasando. Muchas gracias."

También te mande la documentación solicitada por Spinbetter por este medio en el mail anterior.

sigo teniendo el monto y no he jugado ni realizado ninguna apuesta, solo se sumaron $6.841 pesos que deben ser devolución semanal que me lo dieron la semana pasado.

El total que tengo en la cuenta es $2.576.841,29.

si llegas a necesitar alguna documentación extra de la que ya te pase no tengo ningún inconveniente en compartirte ( sea pasaporte o lo que necesites).

También tengo capturas de pagos que me habían realizado anteriormente de empezar a pedirme documentación.

"Resumen: He enviado todos los documentos a Spinbetter. Mi saldo es de $2,576,841.29 (ARS). No he jugado ni realizado nuevas apuestas. Tengo comprobantes de retiros anteriores exitosos antes de que comenzaran a pedir más documentos. Estoy a disposición para proporcionar cualquier identificación adicional si fuera necesario."

espero que pronto se pueda solucionar y poder retirar mi dinero.

muchas gracias Karla, espero tener respuestas pronto.

muchas gracias.

Dear jplencioni, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla,

Below, I share the detailed answers to your questions along with the case evidence (transaction history and support chats), supplementing the documentation I sent you in my first message:

Have you successfully withdrawn any money before?

Yes, I've made multiple successful withdrawals recently without any issues. Here's a breakdown of the payments I received before the problems started:

13/04/2026: Successful withdrawal of $500,000

15/04/2026: Successful withdrawal of $300,000

26/04/2026: Successful withdrawal of $450,000

26/04/2026: Successful withdrawal of $502,500

27/04/2026: Successful withdrawal of $550,000

Could you confirm if you have already passed the identity verification (KYC)?

I submitted all the required documentation during my initial contact. However, the casino's support team is now rejecting one of my bank statements, falsely claiming it's "not real" or "not original." I want to emphasize that it's a legitimate, official document, downloaded directly from my bank's platform, without any alterations.

Furthermore, my request of April 26, 2026, for $1,000,000 was initially approved, but on April 29, 2026, it was denied and the money was returned to my balance. I have been unable to withdraw my funds for over 12 days.

Did you accumulate your earnings with or without an active bonus?

Everything I played and won was with cash; I never used or played with bonuses.

Did you play casino games or bet on sports?

I played both sports betting and live roulette in the casino section.

Attached to this message are screenshots of the history that demonstrate these transactions and the chats with technical support where they make the accusation regarding the statement.

I greatly appreciate your time and assistance in resolving this case.

Sincerely,

jplencioni

Remember:

When posting this text in the forum thread or in the email, don't forget to attach the following files:

Transaction history screenshots.

Screenshots of the technical support chat.

Let me know if you were able to send it correctly or if you want us to check the status of your claim at Casino Guru.

Estimada Karla,

A continuación, comparto las respuestas detalladas a tus preguntas junto con las evidencias del caso (historial de transacciones y chats de soporte), complementando la documentación que te envié en mi primer mensaje:

¿Has realizado algún retiro de dinero con éxito anteriormente?

Sí, he realizado múltiples retiros exitosos recientemente sin trabas. Detallo los pagos cobrados efectivamente antes de que comenzaran los problemas:

13/04/2026: Retiro exitoso de $500.000

15/04/2026: Retiro exitoso de $300.000

26/04/2026: Retiro exitoso de $450.000

26/04/2026: Retiro exitoso de $502.500

27/04/2026: Retiro exitoso de $550.000

¿Podrías confirmar si ya pasaste la verificación de identidad (KYC)?

Envié toda la documentación requerida en mi primer contacto. Sin embargo, el soporte del casino ahora rechaza uno de mis extractos bancarios alegando falsamente que "no es real" o "no es original". Recalco que es un documento legítimo, oficial y descargado directamente de la plataforma de mi banco, sin ninguna edición.

Además, mi solicitud del 26/04/2026 por $1.000.000 fue aprobada al principio, pero el 29/04/2026 fue denegada y devolvieron el dinero a mi balance. Llevo más de 12 días sin poder retirar mis fondos.

¿Acumulaste tus ganancias con o sin un bono activo?

Todo lo jugado y ganado fue con dinero en efectivo, nunca utilicé ni jugué con bonos.

¿Jugaste a juegos de casino o apostaste en deportes?

Jugué tanto en apuestas deportivas como en la ruleta en vivo de la sección de casino.

Adjunto a este mensaje las capturas de pantalla del historial que demuestran estos movimientos y los chats con el soporte técnico donde me hacen la acusación sobre el extracto.

Agradezco mucho tu tiempo y asistencia para resolver este caso.

Atentamente,

jplencioni

Recuerda:

Al momento de enviar este texto en la cadena del foro o en el mail, no olvides adjuntar los siguientes archivos:

Las capturas del historial de transacciones.

Las capturas de pantalla del chat de soporte técnico.

Avisame si pudiste enviarlo correctamente o si querés que revisemos el estado de tu reclamo en Casino Guru.

Karla, here are the missing screenshots from the technical support chat, where they incorrectly tell me that the bank statement is not original.

Karla, aquí adjunto las capturas de pantalla del chat de soporte técnico que faltaban, donde me indican de forma errónea que el extracto bancario no es original.

Dear jplencioni,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear jplencioni,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinBetter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear jplencioni,

Thank you for your message.

Please be informed that the verification (KYC/AML) process is a mandatory and standard procedure applied in accordance with our licensing requirements and internal security policies. This procedure is necessary to ensure the safety of the platform, prevent fraudulent activity, and comply with regulatory obligations.

At this stage, we have already escalated the case and requested a detailed review from our Security Department. We are currently awaiting their feedback and further instructions regarding the player’s account and the relevant withdrawal/verification status.

As soon as we receive additional information or a final update from the Security Department, we will promptly inform you here in this thread.

We appreciate your cooperation and understanding.

Kind regards,

SpinBetter

"Thank you for the update. However, I would like to emphasize that this withdrawal request and document verification process has already been delayed by more than two weeks."

All requested documents, including the bank statement, were downloaded directly from my official banking platform as legitimate PDF files, without any alteration. Labeling an official bank document as 'not original' or 'fake' is completely incorrect, and I have already provided all the screenshots of my transaction history and support chats to prove it.

I have fully cooperated with each of the requests (photos of my ID, selfies, multiple bank statements, and proof of my CBU account details) and I have not placed any new bets with my cash balance of ARS $2,576,841.29. I expect your Security Department to review these legitimate documents as soon as possible and resolve this unfair delay immediately. Thank you.

"Gracias por la actualización. Sin embargo, me gustaría enfatizar que esta solicitud de retiro y el proceso de verificación de documentos ya se han demorado por más de dos semanas.

Todos los documentos solicitados, incluido el extracto bancario, fueron descargados directamente de mi plataforma bancaria oficial como archivos PDF legítimos, sin ninguna alteración. Calificar un documento bancario oficial como 'no original' o 'falso' es completamente incorrecto, y ya he proporcionado todas las capturas de pantalla de mi historial de transacciones y chats de soporte para demostrarlo.

He cooperado plenamente con cada una de las solicitudes (fotos de DNI, selfies, múltiples extractos bancarios y comprobantes de CBU) y no he realizado ninguna apuesta nueva con mi saldo en efectivo de $2.576.841,29 ARS. Espero que su Departamento de Seguridad revise estos archivos legítimos a la brevedad y resuelva este retraso injusto de inmediato. Gracias."

Dear jplencioni,

Thank you for your continued cooperation and for providing the requested documentation.

In order for our Security Department to complete the verification process and proceed with the review of your withdrawal request, we kindly ask you to additionally provide an official CVU/ARS bank statement in PDF format associated with the payment method used on your account.

Please ensure that the document:

is issued directly by the banking platform;

clearly displays the account holder’s details and CVU information;

is provided in its original PDF format without modifications or screenshots.

Please note that this request is part of the standard verification and compliance procedure carried out in accordance with our internal security policies and regulatory obligations.

Once the requested document is received, the relevant department will continue the review of your case accordingly.

We appreciate your patience and cooperation.

Kind regards,

SpinBetter

Dear jplencioni,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload the document, please let me know. Your assistance and help is greatly appreciated.

"I am attaching the requested official extracts. Since the forum system does not allow direct uploading of PDF files, I am sending both documents immediately to the official support email address ( karla.m@casino.guru ) under the subject 'SpinBetter Claim - Juan Pablo Lencioni' so that they may be added to my file."

"Adjunto los extractos oficiales solicitados. Debido a que el sistema del foro no permite la carga directa de archivos en formato PDF, procedo a enviar ambos documentos de manera inmediata al correo electrónico oficial de soporte (karla.m@casino.guru) bajo el asunto 'Reclamo SpinBetter - Juan Pablo Lencioni' para que sean añadidos a mi expediente."

Dear jplencioni,

Thank you for reaching out. Would you be so kind as to send the PDF document directly to the casino? This would facilitate their review and help to expedite the process in this matter.

Your support and cooperation are sincerely appreciated.

Hi Jana, as you requested, I have already sent all the original PDF documents along with my ID photos, CBU and selfies directly to the casino's email address.

I want to emphatically stress that I had already submitted all this documentation to the casino before opening this complaint, and they have been delaying my withdrawal of $2,576,841.29 ARS for more than 15 days with completely unfounded excuses about the originality of my files.

This attitude from the casino is contradictory and unjustified, since they previously considered me a fully verified user and successfully paid me a total of ARS $2,302,500 between April 13th and 27th (which I detailed and proved in the screenshots in this thread). It's clear that the problems only started when I tried to withdraw a larger amount.

I have fully and transparently cooperated, sending the native PDF files with their metadata intact directly to your official support and claims emails. I demand that the casino stop giving the same evasive answers. Please follow up on this case to prevent them from continuing to arbitrarily reject my legitimate documents. Thank you very much for your intervention!

Hola Jana, tal como me solicitaste, ya le envié directamente al correo electrónico del casino todos los documentos PDF originales junto con mis fotos de DNI, CBU y selfies.

Quiero recalcar enfáticamente que toda esta documentación ya se la había presentado al casino antes de abrir esta queja, y llevan más de 15 días dilatando mi retiro de $2.576.841,29 ARS con excusas totalmente infundadas sobre la originalidad de mis archivos.

Esta actitud del casino es contradictoria e injustificada, ya que anteriormente me consideraban un usuario completamente verificado y me pagaron de forma exitosa un total de $2.302.500 ARS entre el 13 y el 27 de abril (lo cual dejé detallado y probado en las capturas de este hilo). Es evidente que las trabas comenzaron únicamente cuando intenté retirar un monto mayor.

He cooperado al 100% y de manera transparente, enviando los archivos PDF nativos con sus metadatos intactos directamente a sus correos oficiales de soporte y reclamaciones. Exijo que el casino deje de repetir las mismas respuestas evasivas. Por favor, te pido que sigas de cerca este caso para evitar que sigan rechazando de forma arbitraria mis documentos legítimos. ¡Muchas gracias por tu intervención!

Dear Jana and jplencioni,

Thank you for your patience and continued cooperation throughout this process.

Please be informed that I have already submitted an additional request to our Security Department in order to clarify the current verification status and review the information provided regarding the documents.

At the moment, we are awaiting their response and further instructions concerning the account verification and withdrawal review process. As soon as we receive an update from the relevant department, we will promptly provide additional information here in the thread.

We appreciate your understanding and patience while this review is being finalized.

Kind regards,

SpinBetter

Dear Casino Guru Team and all participants,

Thank you for the opportunity to provide clarification regarding this case.

From the casino’s side, we would like to confirm that the situation is strictly related to the mandatory KYC/AML verification procedure, carried out in accordance with our licensing requirements and internal security policies.

During the verification process, the player submitted multiple documents. However, after a detailed review by our Security Department, certain bank statements previously provided were identified as potentially modified, and therefore could not be accepted as valid proof of funds or payment method ownership.

We would like to clearly state that this does not represent a refusal to pay the player’s funds. The withdrawal process is temporarily on hold pending the submission of valid and fully compliant documentation.

At this stage, the player has been officially requested to provide:

Original CVU/ARS bank statements for April 2026

In full PDF format, downloaded directly from the banking/payment provider

Without any modifications, edits, or screenshots

This requirement is part of our standard enhanced due diligence procedure, especially in cases involving significant or repeated financial activity.

We would also like to emphasize that the Security Department only requests documentation necessary for compliance verification, and all checks are performed strictly in line with regulatory obligations.

Once the player provides the requested valid documentation, the case will be immediately escalated for final review, and the withdrawal status will be reassessed without delay.

We remain fully open to cooperation and are ready to complete the verification process as soon as compliant documents are received.

Kind regards,

SpinBetter Security & Compliance Team