Capospin Casino - 플레이어의 출금이 지연됩니다.

Dear Casino Guru Team

On March 10, 2025 , I won €6,992 at Capospin Casino with the 4th deposit bonus with LuckyMines.

Since it was a bonus win, I had to wager the winnings, which I did with Dice Clash. When I finished wagering, I had a profit of €7,997.

I immediately requested a withdrawal and went through my verification process. My withdrawal requests were canceled twice. Once I was successfully verified, I received an email confirmation. My casino account also states that I was successfully verified, and this was confirmed to me via live chat.

After several weeks, nothing has happened. I haven't received any payouts of my winnings yet.

The chat kept telling me that my winnings would be paid out soon, and a week later I went back to the chat because nothing had happened. Now I don't know what to do anymore, because no matter how I try to communicate with the casino, they keep telling me the same thing: that a payout will be made soon. More than a month has passed since then, so I'm turning to you now.

I now hope that you at Casino Guru can help me clarify the matter so that my winnings can be paid out promptly.

Kind regards

Ninosch

Sehr geehrtes Casino Guru Team

Am 10.03.25 habe ich im Capospin Casino für mit dem 4. Einzahlungsbonus mit LuckyMines einen Gewinn von 6992€ erzielt.

Da es sich um einen Gewinn aus Bonusgeldern handelte, musste ich den Gewinn umsetzen, was ich mit Dice Clash tat. Als ich fertig umgesetzt hatte, ergab sich ein Gewinn von 7997€

Ich beantragte sofort eine Auszahlung und kümmerte mich um meine Verifizierung. Zweimal wurden meine Auszahlungsanfragen storniert. Als ich ich erfolgreich verifiziert hatte, bekam ich als Bestätigung eine Email. Auch in meinem Casino Account steht, dass ich erfolgreich verifiziert bin und es wurde mir auch im Live Chat bestätigt.

Nach einigen Wochen, hat sich bisher einfach nichts getan. Es kam bisher zu keiner Auszahlung meines Gewinnes.

Der Chat hat mich immer wieder damit vertröstet, dass mein Gewinn bald ausgezahlt wird und eine Woche später war ich wieder im Chat, weil eben einfach nichts passierte. Mittlerweile weiß ich nicht mehr weiter, denn egal wie ich versuche mit dem Casino zu kommunizieren, sie sagen mir immer wieder dasselbe. Dass es bald zu einer Auszahlung kommen wird. Es ist seither mehr als ein Monat vergangen, deswegen wende ich mich nun an Sie.

Ich hoffe nun, dass Ihr von Casino Guru mir helfen könnt, die Sache zu klären, damit mein Gewinn zeitnah ausgezahlt wird.

Freundliche Grüße

Ninosch

Dear Ninosch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your winnings. To better understand your situation, could you please provide clarity on the following points?

• What specific reasons were provided for the cancellation of your withdrawal requests?
• Have you received any official communication from Capospin Casino regarding the status of your withdrawal?
• Have you made any successful withdrawals from this casino before?
• Have you made sure to wager your deposit bonus on games that are not excluded by the casino?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, if I remember correctly, the first cancellations were because I wasn't fully verified yet, as the casino required additional documents. Once these were submitted, I received a second email confirming that I was verified.

I also asked in the live chat and an employee there confirmed that my account had been verified.

A live chat representative said that further verifications were underway, but that my money would be paid out promptly. However, weeks have passed and nothing has happened. I was not told exactly what these verifications were.

I haven't received a payout from that casino yet. But I also won at the sister casino, Vincispin. The verification process was the same. The casino also paid out €1,000 there once.

After that, nothing happened there either, even though I also used live chat several times to ask what was going on. I received the same response as at Capospin Casino: that further verifications would be carried out and my winnings would be paid out promptly. Nothing has happened there either.

Yes, I had thoroughly researched beforehand which games were allowed to be played with the bonus and what the maximum bet was. I adhered to these rules, and it never came up when I contacted the casino.

For further questions I am gladly at your disposal.

I should also have screenshots of the chat history from Vincispin if you'd like me to send them to you. Perhaps they'll be helpful, as these casinos are sister casinos and it's obviously the same issue.

Hallo, die ersten Stornierungen, waren wenn ich mich richrig erinnere, weil ich noch nicht vollständig verifiziert war, da das Casino weitere Dokumente benötigte. Als diese auch eingereicht wurden, bekam ich eine zweite Bestätigung per Email dass ich verifiziert bin.

Auch im LiveChat habe ich nachgefragt und mir wurde die Verifizierung meines Kontos auch dort von einem Mitarbeiter bestätigt.

Ein Mitarbeiter im Livechat meinte, dass weitere Überprüfungen stattfinden, mein Geld aber zeitnah ausgezahlt wird. Es sind aber Wochen vergangen und nichts ist passiert. Was für Überprüfungen das genau sind, wurde mir nicht mitgeteilt.

Ich habe in dem Casino bisher noch keine Auszahlung erhalten. Aber in dem Schwestercasino Vincispin habe ich auch gewonnen. Es war dasselbe Verifizierungsverfahren. Dort hat das Casino auch schon einmal 1000€ ausgezahlt.

Danach kam auch dort nichts mehr, wo ich ebenfalls mehrmals im LiveChat war, um nachzufragen was los ist. Ich bekam dieselbe Antwort wie im Capospin Casino. Das weitere Überprüfungen stattfinden und mein Gewinn zeitnah ausgezahlt werden würde. Auch hier geschah bisher nichts.

Ja, ich habe mich vorher genaustens informiert, welche Spiele mit dem Bonus erlaubt waren zu spielen und wieviel der maximale Einsatz ist. Daran habe ich mich gehalten und das kam auch nie zur Sprache, als ich mit dem Casino in Kontakt. getreten bin.

Für weitere Fragen, stehe ich Ihnen gerne zur Verfügung.

Von Vincispin sollte ich auch noch Screenshots des Chatverlaufes haben, falls Sie möchten, dass ich Ihnen diese zusende. Vielleicht hilft es Ihnen weiter, da diese Casinos Schwestercasinos sind und es sich offensichtlich um dasselbe Problem handelt.

Do you have any communication with Capospin Casino regarding this problem? If so, kindly forward it to me at [email protected]. Thank you for your cooperation.

No, I only had contact with the casino via live chat.🥺

Nein, ich habe nur Kontakt mit dem Casino über den LiveChat gehabt.🥺

Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Ninosch for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Capospin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ninosch,

I have tried to contact the Capospin Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Capospin Casino. We received the following message:

Dear Ninosch,

Please accept our sincere apologies for the delayed response.

We would like to inform you that your withdrawal request is currently under review by our dedicated department. This review is part of our standard procedure, implemented to ensure the ongoing security and compliance of our platform.

We fully understand that delays can be frustrating, and we truly appreciate your patience. Kindly be assured that our team is working diligently to finalize the review process as swiftly as possible to avoid any unnecessary delays.

We apologize for any inconvenience this may cause, and thank you for your understanding and cooperation.

Best regards,

Capospin Casino

Hello, well, I'm glad you got in touch after all.

However, I received exactly this message in LiveChat two months ago.

I wonder what the casino has to check on me and that it has been going on for two months.

Best regards

Hallo, na da bin ich aber froh, dass sie sich doch noch gemeldet haben.

Allerdings habe ich genau diese Nachricht schon vor zwei Monaten im LiveChat erhalten.

Ich frage mich, was das Casino bei mir überprüfen muss und das dass schon zwei Monate andauert.

Liebe Grüße

Dear Ninosch,

To proceed, we kindly require further verification of your account.

Please provide valid Proof of Address that is no older than 90 days and clearly shows your full name, the address registered on your profile, and the document’s issuance date. Acceptable documents may include, for example, a utility bill or bank statement, provided they meet these criteria.

Additionally, we request a bank statement covering the past three months, as the previous statement only includes March. The statement must clearly display your full name, account number, and a list of transactions. You may submit this in any format (such as a photo or PDF), as long as the content is legible.

We also require confirmation of the deposits made to your casino account. The transactions in question occurred in March but are not visible in the provided bank statement. Please cross-check your casino account’s transaction history to help identify and verify these deposits.

You can upload the documents to your verification page in your casino account.

We appreciate your patience and cooperation in completing this process.

Best regards,

Capospin Casino

I sent you a bank statement from May, not March, as far as I know.

I'll be happy to send you the other statements as well, so you have one for each of the last three months.

I've also sent you a PDF file of the deposits into your account. The amounts are listed in pounds rather than euros, since the deposits were made with the Jeton MasterCard, which is in British currency.

I wanted to upload the enclosed screenshots of the payment receipts so that you could better identify the payments, but I exceeded the limit of documents I could upload.

Can you give me an email address where I can send you all the necessary documents?

Ich habe Ihnen einen Kontoauszug vom Mai geschickt, nicht vom März, soweit ich weiß.

Ich schicke Ihnen gerne auch die anderen Auszüge, damit sie je einen von jedem der letzten drei Monate haben.

Eine PDF Datei der Einzahlungen auf Ihr Konto habe ich Ihnen ebenfalls zukommen lassen. Die Beträge sind nur nicht in Euro sondern Pfund angegeben, da die Einzahlungen mit der Jeton MasterCard getätigt worden sind, sie in Großbritanniens Währung ist.

Ich wollte Ihnen beigelegte Screenshots der Zahlungsnachweise hochladen, damit sie die Zahlungen besser zuordnen können, aber die Anzahl der Dokumente, welche ich hochladen konnte war überschritten.

Können Sie mir eine Email Adresse geben, wo ich Ihnen alle nötigen Dokumente zukommen lassen kann?

Hello!

We have received the bank statement showing all deposits; however, its duration is less than three months. The Jeton bank statement provided is only for the month of March. Additionally, another bank statement was submitted, but it also does not cover the full three-month period required.

Please note that you may upload up to three files per verification slot. Alternatively, you can send the documents to our support team at [email protected], and we will review them as promptly as possible.

Thank you for your understanding and cooperation.

Best regards,

Capospin Casino

I would like to emphasize again: I have already sent you a recent bank statement from May 2025 several times. Could you please tell me what you do not accept about the bank statement?

(This is not my Jeton account statement! This is my DKB account statement, which is intended to confirm my data.)

You've now rejected it a second time, and I'm starting to lose it. You asked for a bank statement, and I've provided it. It's from May 2025, so it's current. I'm asking Casino Guru to send you this bank statement in PDF format so you can see that everything is in order with the document and Capospin can comment on why you keep rejecting it.

Regarding the token history, I will send you the transaction history for March, April and May immediately.

I hope we can clarify the problem.

Kind regards

Nochmals möchte ich folgendes betonen: Ich habe Ihnen bereits mehrere Male einen aktuellen Kontoauszug vom Mai 2025 zukommen lassen. Können Sie mit bitte sagen, was Sie an dem Kontoauszug nicht akzeptieren?

(Es handelt sich dabei nicht um meinen Jeton Kontoauszug! Es handelt sich hierbei um meinen DKB Konto Auszug, der meine Daten bestätigen soll)

Sie haben diesen nun ein zweites Mal abgelehnt und langsam versteh ich es einfach nicht mehr. Sie wollten einen Kontoauszug und den habe ich Ihnen vorgelegt. Er ist vom Mai 2025, also aktuell. Ich bitte Casino Guru, dass ich Ihnen diesen Kontoauszug im PDF Format zukommen lassen kann, damit Sie sehen das mit dem Dokument alles in Ordnung ist und Capospin Stellung dazu nehmen kann, warum Sie diesen nun ständig ablehnen.

Bezüglich des Jeton Verlaufes, sende ich Ihnen umgehend den Transaktionsverlauf von März, April und Mai.

Ich hoffe wir kommen zu einer Klarstellung des Problems.

Freundliche Grüße

Dear Ninosch,

We would like to inform you that the documentation you provided is currently under review. Please be assured that we are working to reach a resolution as promptly as possible.

Thank you for your patience and understanding.

Best regards,

Capospin Casino

Dear Ninosch,

We are pleased to inform you that your documents have been successfully accepted. You may now proceed to withdraw your funds in accordance with your established withdrawal limits.

Additionally, we would like to notify you that, due to an issue with our payment provider, your previous withdrawal request has been canceled. Kindly submit a new withdrawal request at your earliest convenience.

Thank you for your understanding.

Best regards,

Capospin Casino

Thank you very much for the update Capospin Casino representative.

Dear Ninosch, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I was just logged into my Capospin account. When I try to withdraw, I get a message saying that my account is suspended (i.e., blocked) for withdrawals and deposits. So, I still can't withdraw anything at the moment.

Kind regards

Ich war eben auf meinem Account bei Capospin. Wenn ich auszahlen möchte kommt die Meldung, dass mein Konto suspendiert ist, (also gesperrt) für Auszahlung und Einzahlungen ist. Ich kann also aktuell immer noch nichts auszahlen lassen.

Freundliche Grüße

Sorry, I have to correct my previous message. I accidentally clicked "Deposit." I've been blocked from making deposits. The withdrawal should work. I'll try it right away.

Tut mir leid, ich muss meine vorherige Nachricht korrigieren. Ich habe ausersehen auf "Einzahlen" gedrückt. Für Einzahlungen bin ich gesperrt worden. Die Auszahlung sollte funktionieren. Ich werde es gleich mal versuchen.

Dear Ninosch,

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.

Sorry, I was on vacation.

So far, no withdrawals have been possible. The casino is asking for proof of payment again if I want to withdraw. They wanted the details of the card I used to deposit. However, the casino already has them. I have now provided these documents to the casino again and hope that the withdrawals will finally work now.

Tut mir leid, ich war im Urlaub.

Bisher ist keine Auszahlung möglich. Das Casino fordert erneut einen Zahlungsnachweis, wenn ich auszahlen möchte. Sie wollte die Daten meiner Karte mit der ich eingezahlt habe. Diese hat das Casino allerdings schon bekommen. Ich habe diese Dokumente nun trotzdem erneut für das Casino bereitgestellt und hoffe, dass die Auszahlungen nun endlich funktionieren..

Thank you for the update Ninosch, please keep me informed about any further developments.

The casino rejected my documents. I found it strange anyway, since I had already submitted them.

I honestly don't know exactly what they want from me. Could the casino perhaps explain in more detail via Casino Guru exactly which documents they need from me?

Kind regards

Das Casino hat meine Dokumente abgelehnt. Ich fand es ohnehin komisch, da ich diese Dokumente schon eingereicht hatte.

Ich weiß ehrlich gesagt nicht was sie jetzt genau von mir wollen. Könnte das Casino über Casino Guru vielleicht nochmal genauer erläutern, welch Dokumente sie nun genau von mir benötigen?

Freundliche Grüße

Capospin has now sent me this request via email. However, I believe I've already provided the casino with the required documents, and I'm already annoyed that they have to make this so complicated.

I already gave the casino a bank statement from March with all transactions in PDF format, and it was accepted. (See second screenshot)

I also uploaded a photo of my credit card, front and back, quite a while ago. Now they're asking for those exact documents again. I just don't understand it.

Regarding the last point in Capospin's email (see first screenshot), where the casino wants proof of the funds I deposited into the casino, you have already received this document as well. It is my Jeton account transaction history, as I funded it with previous winnings from other casinos. This essentially resolves all questions, and the casino should now pay out.

I hope you understand and will be satisfied with this final information.

Diese Aufforderung hat mir Capospin nun per Email geschickt. Allerdings bin ich der Meinung dass ich dem Casino die erforderlichen Unterlagen bereits gegeben habe und bin mittlerweile schon verärgert, warum sie das so kompliziert machen müssen.

Einen Kontoauszug von März mit allen Transaktionen in PDF Format habe ich dem Casino schon gegeben und dieser wurde auch akzeptiert. (Siehe zweiten Screenshot)

Ebenfalls habe ich meine Kreditkarte schon vor einer ganzen Weile als Foto von Vorder- und Rückseite hochgeladen. Jetzt verlangen sie genau diese Dokumente schon wieder. Ich verstehe es einfach nicht.

Was den letzten Punkt der Email von Capospin betrifft (Siehe ersten Screenshot), bei dem das Casino einen Nachweis der Gelder haben möchte, mit denen ich in das Casino eingezahlt habe, so haben Sie dieses Dokument ebenfalls schon erhalten. Es ist mein Transaktionsverlauf des Jeton Kontos, da ich dieses mit ehemaligen Gewinnen von anderen Casinos aufgeladen habe. Somit wären eigentlich alle Fragen geklärt und das Casino müsste nun auszahlen.

Ich hoffe, das sie das verstehen und sich mit diesen letzten Informationen zufrieden geben werden.

Hello, I have submitted the necessary documents to you.

As proof of payment, I have provided you with three bank statements from March, April, and May 2025. You can view my monthly pension in the PDF documents.

I have also uploaded a bank statement from March and April for the account with the final number 9053 in a PDF file.

However, I was unable to select a PDF file from the account ending with 6152 (see screenshot), so I was unable to upload it.

I would be happy to send you this bank statement via email if you provide one, or you can resolve the issue and allow me to upload the document to my casino profile.

Thank you for your cooperation.

Hallo, ich habe Ihnen die nötigen Unterlagen eingereicht.

Als Zahlungsnachweis habe ich Ihnen 3 Kontoauszüge vom März, April und Mai 2025 bereitgestellt. Auf den PDF Dokumenten können Sie meine Rente einsehen, welche ich monatlich bekomme.

Einen Kontoauszug von März und April habe ich Ihnen vom Konto mit der Endnummer 9053 ebenfalls in einer PDF Datei hochgeladen.

Eine PDF Datei vom Konto mit der Endnummer 6152 war für mich allerdings nicht auszuwählen (Sehen Sie den Screenshot) Demensprechend konnte ich diese nicht hochladen.

Gerne schicke ich Ihnen diesen Kontoauszug per Email, wenn Sie mir eine bereit stellen, oder Sie beheben das Problem und ermöglichen mir das hochladen des Dokumentes auf meinem Casino Profil.

Danke für Ihre Mitarbeit.

Dear Ninosch,

We would like to inform you that the provided bank statement ending in 9053 has been successfully accepted.

The system should allow you to upload all additional documents, with a limit of up to three files per slot. However, if you encounter any issues during the upload process, please feel free to send the documents via email to [email protected], and they will be forwarded to the appropriate team for review.

We would also like to clarify that we still require documentation verifying the source of the funds used to make deposits into your account with us.

This may include, for example, a recent payslip, proof of business ownership, a real estate sale agreement, an inheritance payment, or a divorce settlement. The documentation should cover the last three months and clearly demonstrate the origin of the funds.

Thank you for your understanding and patience. If you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,

Capospin Casino

Hello Capospin

I have provided you with a document confirming my pension for 2025. It shows that I receive a monthly pension that matches my bank statements.

I hope that you are now satisfied and that I will receive my payment promptly.

Kind regards

Hallo Capospin

Ich habe Ihnen ein Dokument des Rentenbescheides für das Jahr 2025 vorgelegt. Darauf können Sie einsehen, dass ich monatlich eine Rente erhalte, die mit den Kontoauszügen übereinstimmen.

Ich hoffe, dass Sie nun zufriedengestellt sind und ich zeitnah meine Auszahlung erhalte.

Freundliche Grüße

I just logged into my Capospin account. Once again, the casino rejected my documents.

They wanted proof of payment regarding the origin of my funds.

Not only did I send the casino three bank statements from the last three months, which clearly show my monthly pension, but I also enclosed a pension certificate (currently dated 2025). All documents were rejected, and now I'm honestly asking Capospin what the point is of demanding documents from me, receiving them, and then rejecting them. I really can't do any more, and I'm slowly losing my comprehension.

Soeben habe ich mich in meinen Account in Capospin eingeloggt. Schon wieder hat das Casino meine Dokumente abgelehnt.

Sie wollten einen Zahlungsnachweis zur Herkunft meiner Gelder.

Ich habe dem Casino nicht nur drei Kontoauszüge der letzten drei Monate, auf denen man eindeutig meine Rente einsehen kann, die ich jeden Monat erhalte, sondern habe dem Casino zusätzlich auch noch einen Rentenbescheid (aktuell von 2025) mit beigelegt. Alle Dokumente wurden abgelehnt und nun frag ich mich ganz ehrlich Capospin, was hier der Sinn und Zweck ist Dokumente von mir zu fordern, diese zu erhalten und dann abzulehnen. Mehr kann ich nun wirklich nicht tun und so langsam geht mein Verständnis auch zur Neige.

Dear Ninosch,

Could you please provide us with the most recent Source of Wealth documentation for this case?

In addition, we have sent you a brief questionnaire via email. We would greatly appreciate it if you could complete and return it at your earliest convenience. You may send the Source of Wealth documentation to the same email or upload it directly through your verification page.

Thank you for your understanding.

Best regards,

Capospin Casino

But why? Why do I have to send you everything again? I've already sent you all the documents I can provide.

And now you want all the documents again? I don't understand.

Aber warum? Warum muss ich Ihnen nun schon wieder alles schicken? Ich habe Ihnen doch bereits alles was ich an Unterlagen zur Verfügung stellen kann, zukommen lassen?

Und jetzt wollen Sie alle Dokumente schon wieder? Ich verstehe es nicht.

Dear Ninosch,

You do not need to resend all documents, only the most recent pension document is required. It is no longer available to us, possibly due to a technical issue, and needs to be reviewed again for Source of Wealth purposes following the additional information you provided, specifically that it is issued on a yearly basis.

Additionally, we have sent you a short Source of Wealth questionnaire via email. Kindly complete it and send it back to us by email, as this had not been provided earlier.

Thank you for your understanding and cooperation.

If you have any further questions, please don't hesitate to let us know.

Best regards,

Capospin Casino

I have uploaded the pension statement again to my casino account.

I checked by email but didn't find a questionnaire. Could you please send it to me, and I'll be happy to fill it out as best I can.

Kind regards

D*** K***

Ich habe den Rentenbescheid nochmals auf meinem Casino Konto hochgeladen.

Per Email habe ich nachgeschaut aber keinen Fragebogen gefunden. Können Sie mir diesen bitte zukommen lassen, dann fülle ich diesen gerne soweit ich kann aus.

Freundliche Grüße

D*** K***

Dear Ninosch,

We would like to inform you that we have successfully received your document. Additionally, we have sent you a separate email containing a questionnaire required for further verification.

You may either respond to the questions directly in text format or complete the attached file and send it back to us.

If you do not receive the email, please provide us with an alternative email address we can use to contact you.

Thank you for your understanding and cooperation.

Best regards,

Capospin Casino

Dear Ninosch,

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,
Peter
Casino.Guru

We've reopened this complaint at the request of Ninosch. We received the following message:

Sorry, I completely lost track of this because Capospin contacted me via email.

You are currently demanding explanations from me, which I find very strange, but am happy to give.

Now you want something again and since I don't quite understand what it is, I asked you if you could explain it to me better and am now waiting for a response.

We’ve reopened this complaint at the request of Ninosch. We received the following message:

Tut mir leid, ich habe das hier ganz aus den Augen verloren, da Capospin mit mir per Email in Kontakt getreten ist.

Sie fordern aktuell Erklärungen von mir, die ich zwsr sehr merkwürdig finde, aber gerne gebe.

Nun wollen Sie erneut etwas und da ich nicht ganz verstehe was das sein soll, habe ich sie gefragt, ob sie mir das besser erklären können und warte nun auf Rückmeldung.

Dear Ninosch,

Thank you for filling out the quick questionnaire.

According to the document you provided, you receive monthly payments from the Swiss Compensation Fund. Could you please provide a bank statement showing these credits to your account? This documentation is required for the months of February and March.

Thank you for your understanding and cooperation.

Best regards,

Capospin Casino

You've already received these bank statements from me, haven't you? I don't understand why I have to send them again.

But okay. I'll take care of it.

Diese Kontoauszüge haben Sie doch schon von mir erhalten? Verstehe nicht, warum ich diese nun schon wieder schicken muss.

Aber gut. Ich kümmere mich darum.

Dear Ninosch,

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.

I was on vacation on a whim. Excuse me.

I've now sat down and uploaded the two bank statements from January and February.

Ich war spontan im Urlaub. Entschuldigen Sie bitte.

Ich hab mich nun direkt dran gesetzt und Ihnen die beiden Kontoauszüge vom Januar und Februar hochgeladen.

Dear Ninosch,

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.

The casino didn't accept my documents. I really don't know what to do anymore.

I've submitted all the documents I have to the casino several times now. I can't do anything more.

The issue is that I receive a disability pension from Switzerland, and I receive a pension statement every year. I have already presented the current pension statement for this year to the casino several times.

Furthermore, you have now received several bank statements from me from January to the present day, showing the monthly pension payment into my account.

Yet you continue to reject my documents. I don't have any further documents and none exist, so we're still going around in circles.

Das Casino hat meine Unterlagen nicht akzeptiert. Ich weiß aktuell echt nicht mehr was ich tun soll.

Mehrmals habe ich dem Casino nun schon alle Unterlagen, die ich besitze eingereicht. Ich kann nicht mehr tun.

Es geht darum, dass ich eine Invalidenrente aus der Schweiz beziehe und ich erhalte jedes Jahr einen Rentenbescheid. Ich habe den aktuellen Rentenbescheid dem Casino von diesem Jahr bereits mehrmals vorgelegt.

Des weiteren haben Sie von mir nun schon mehrere Male Kontoauszüge von Januar bis heute erhalten, in denen die monatliche Rentenzahlung auf mein Konto einzusehen war.

Dennoch lehnen Sie meine Unterlagen immer noch ab. Weitere Dokumente habe ich nicht und gibt es auch nicht, deswegen drehen wir uns nach wie vor im Kreis.



Thank you for the update Ninosch.

Dear Capospin Casino representative, we would greatly appreciate it if you could provide us with further clarification regarding the nature of the issue. For example, if certain documents do not meet your standards or if additional information is required, a detailed explanation would allow us to guide the player more effectively and expedite the resolution process. At present, it is unclear to us what specific aspect of the documentation is preventing the successful completion of the verification procedure.

Your guidance will not only help us resolve this case more swiftly but will also contribute to maintaining the player’s trust and confidence in the verification process. We are committed to working collaboratively with you to bring this matter to a satisfactory conclusion as soon as possible.

Thank you very much for your time and support. We look forward to your clarification.

Hello Peter and Ninosch,

The documents currently requested from the player relate to his source of wealth for the months of February and March. Source of wealth refers to the origin of the player’s accumulated assets and financial status. This information explains how the player has obtained and built their overall funds over time, and may include income from employment, business earnings, investments, inheritance, property sales, or other legitimate financial activities.

Once the player provides the required documentation via the email request they have received, the responsible department will be able to proceed further with the case.

We appreciate the cooperation and understanding in the matter.

Best regards,

Capospin Casino

Dear Capospin Casino representative, as the player mentioned, they receive a disability pension from Switzerland and are issued a pension statement once a year. Because the current year has not yet ended, they are unable to provide the requested statement covering February and March.

The player has already shared their bank statement, where it should be clear that the incoming funds originate from the pension. Could this be accepted as sufficient for verification purposes? Otherwise, the only alternative would be to wait until next year’s pension statement is issued, which seems unnecessarily excessive.

Please advise on how we can proceed in this case. Thank you in advance for clarifying.

Hello!

We would like to clarify that we do not require the Source of Wealth documentation itself for the mentioned period. Instead, we kindly request a bank statement that shows the credited funds.

The most recent bank statements you provided cover December and January. However, we specifically need the statements for February and March. Additionally, no documents have been received via email.

If you have already shared the bank statements for February and March with CasinoGuru, we kindly ask that you upload them directly to the verification page of your casino account. If you experience any difficulties, you may alternatively send them by email to [email protected].

Thank you for your cooperation and understanding.

Best regards,

Capospin Casino

I find it very tiring that you keep asking me for the same documents that you have already received.

Here you can see, for example, that you rejected the bank statements for January and February, and as far as I remember, you also rejected those for March and April.

You also state as the reason for the rejection that the document must confirm the source of the funds. That's it. That's my pension! You can see it on my bank statements, as well as on the pension certificate I receive annually.

I'd be happy to upload the February and March bank statements again, but I doubt that would be satisfactory to you, as you've already rejected these documents several times.

Ich finde es wirklich sehr anstrengend, dass Sie immer wieder dieselben Dokumente von mir verlangen, welche Sie bereits erhalten haben.

Hier sieht man zum Beispiel auch dass Sie den Kontoauszug von Januar und Februar abgelehnt haben und soweit ich mich entsinne, haben Sie ebenfalls auch schon den vom März und April abgelehnt.

Ebenfalls schreiben Sie als Begründung der Ablehnung, dass das Dokument die Quelle der Gelder bestätigen muss. Das ist es ja. Das ist meine Rente! Die können Sie auf den Kontoauszügen einsehen, ebenso wie den Rentenbescheid, den ich jährlich ausgestellt bekomme.

Ich lade Ihnen gerne nochmal die Kontoauszüge von Februar und März hoch, aber ich bezweifle dass das dann für Sie zufriedenstellend ist, da Sie diese Dokumente schon mehrmals abgelehnt haben.

So, I've re-uploaded the documents from February and March. Incoming pension payments are marked in yellow.

So, ich habe die Dokumente von Februar und März erneut hochgeladen. Eingehende Gelder meiner Rente sind gelb markiert.

Dear Ninosch,

We would like to inform you that the submitted documents were rejected as they do not cover the required period.

Although the documents are named "February" and "March," the February document shows transactions only for January, and the March document shows transactions only for February. For verification purposes, we need to receive bank statements that cover transactions for both February and March.

As you have already uploaded a document covering February, we now require only the bank statement for March. Please review the dates on your documents carefully to ensure the correct statement is provided.

Thank you for your cooperation.

Best regards,

Capospin Casino

Sorry. I was looking at the date the document was issued and missed the actual date.

Everything should be fine now. I've uploaded March 2025 for you and hope everything continues as planned.

Thank you for your patience.

Tut mir leid. Ich habe mich auf das Datum der Ausstellung des Dokumentes gerichtet und das eigentliche Datum dabei übersehen.

Nun sollte alles passen. Ich habe Ihnen den März 2025 nun hochgeladen und hoffe, dass nun alles planmäßig weiterläuft.

Danke für Ihre Geduld.

Dear Ninosch,

We would like to inform you that the document hasn't been accepted, as it shows signs of tampering. The period is correct. Could you provide us with the document, without any highlights or any other alterations?

Thank you for your cooperation and understanding.

Best regards,

Capospin Casino

You received the document without marking.

Sie haben das Dokument ohne Markierung erhalten.

Dear Ninosch,

Thank you for providing the March statement without any markings or highlights.

Upon review, we have noticed that the uploaded February statement contains highlighted transactions. As stated in Clause 7.5, we cannot accept any edited documentation.

Please kindly upload your February statement showing your pension without any markings.

Thank you for your cooperation and patience.

Best regards,

Capospin Casino

You have now also received the February document without marking.

Sie haben nun auch das Februar Dokument ohne Markierung erhalten.

Dear Ninosch,

Thank you for your clarification.

We have sent you an email with further questions based on the documents you have provided, as they contain contradicting information.

Thank you for your cooperation, and we await your answers. If you have additional questions, please let us know.

Best regards,

Capospin Casino

Now, if you could tell me which documents we are talking about?

Is this about my DKB bank statements?

So, now for something else. I find what you're demanding again outrageous. I would like to forward the email the casino just sent me to Casino Guru, so I can ask them whether this is still reasonable, as I've been saddled with so much work again. Honestly, I'm overwhelmed. What's wrong now? Furthermore, the casino is asking a lot of questions and making demands in an area that really has no business being of any concern to them anymore, and which has nothing to do with verification.

Additionally, I would like to send all the documents I sent to Capospin Casino to Casino Guru again, so that you can see that I have actually done everything necessary, and perhaps we can agree that everything Capospin is now demanding is excessive and has nothing to do with normal verification. They're just nagging me to get me to give in and give up, so the casino doesn't have to pay out. I can't think of any other explanation for the casino's latest demands.

In all the casinos I've played at so far, I've never encountered anything like this. At some point, enough is enough.

Wenn Sie mir nun noch sagen könnten um welche Dokumente wir gerade sprechen?

Geht es um meine DKB Kontoauszüge?

So und nun mal was Anderes. Ich finde es unerhört, was Sie nun schon wieder verlangen. Ich möchte die Email welche mir das Casino soeben zugesendet hat, bitte an Casino Guru weiterleiten, um Sie zur Rate zu ziehen, ob das alles nun noch angemessen ist, da mir wieder extreme Arbeit aufgehalst wurde. Ich bin ehrlich gesagt überfordert. Was ist jetzt schon wieder nicht in in Ordnung? Außerdem stellt das Casino sehr viele Fragen und Forderungen in einen Bereich, den es eigentlich gar nicht mehr zu interessieren hat und was mit einer Verifizierung auch gar nichts mehr zu tun hat.

Zuzüglich möchte ich alle Unterlagen, welche ich dem Capospin Casino zugesandt habe gerne auch nochmals dem Casino Guru zukommen lassen, damit Sie sehen, dass ich eigentlich alles gemacht habe, was nötig ist und wir uns eventuell einig werden, dass alles weitere was Capospin nun verlangt übertrieben ist und mit einer normalen Verifizierung nichts mehr zu tun hat. Es wird hier nur so ekelhaft rumgestochert, damit ich nachgebe und aufgebe, damit das Casino nicht auszahlen muss. Anders kann ich mir nun die letzten Forderungen des Casinos nicht nehr erklären.

Bei all den Casinos die ich bisher gespielt habe, ist mir so etwas noch nie untergekommen. Irgendwann ist es auch mal genug.

Thank you for the update Ninosch. You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

I forwarded the email to you. I just forgot to let you know.

Ich habe Ihnen die Email weitergeleitet. Nur vergessen Bescheid zu geben.

Thank you for providing me with the requested documents Ninosch.

Dear Capospin Casino representative, I would like to seek clarification regarding what is meant by contradicting information, as the questionnaire recently provided to the player appears to revisit topics that were already addressed in earlier correspondence, as well as in your previous communications. From my understanding, the relevant details and explanations have already been provided comprehensively within the existing thread.

Furthermore, it appears that the verification process has been ongoing for an extended period without clear justification, given that all requested documents have been submitted by the player, accompanied by explanations wherever necessary. In light of this, I would kindly request that the verification process be concluded so that we may proceed to resolve this matter promptly and efficiently.

Thank you for your cooperation!

Dear Peter,

We have sent you an email with further information. Please review it at your earliest convenience.

Dear Ninosch,

We are referring to the Jeton statements, which are also attached to the email you received from us.

Please note that the requested clarifications are part of standard AML procedures that we are required to follow, as outlined at the bottom of our website.

If you have any additional questions, please let us know.

Best regards,

Capospin Casino

It's a single account. You can only create subdivisions within the account to decide where the money goes. For example, investments, personal expenses, savings, etc. (If you understand.)

I only sent the transaction histories that belong to the casino and from which I deposited. The others are none of the casino's business, because I didn't deposit from them. It would be like having to explain every other account I own, wouldn't it?

I don't understand why the IBAN isn't there.

I don't know exactly what the casino expects or wants from me. It's getting unnecessarily complicated.

I will need a little more time to revisit this matter in order to fully understand it, and I would be grateful for a little more time until the end of the week.

I hope that in the end I will be able to explain things better to the casino, or be of more help.

Kind regards

Es ist ein einziges Konto. Man kann lediglich Unterteilungen des Kontos machen, um zu entscheiden wohin das Geld geht. Beispielweise Investition, Privat, Rücklagen usw. (Wenn sie verstehen)

Transaktionsverläufe habe ich die geschickt, welche dem Casino zustehen und von dem ich eingezahlt habe. Die anderen gehen das Casino nichts an, weil ich von denen auch nicht eingezahlt habe. Wäre ja so, als müsste ich auch alle anderen Konten die ich besitze erklären oder wie?

Warum die IBAN nicht dort steht verstehe ich nicht.

Ich weiß nicht was das Casino nun genau erwartet und von mir möchte. Wird langsam echt unnötig kompliziert.

Ich werde etwas mehr Zeit benötigen, um mich dieser Sache nochmal zuzuwenden, um sie richtig zu verstehen und wäre dankbar über etwas mehr Zeit bis zum Ende der Woche.

Ich hoffe das ich dem Casino dann am Ende besser erklären, oder behilflich sein kann.

Freundliche Grüße

Dear Ninosch,

Thank you for providing the extensive information.

As you mentioned that some of the transactions originated from other casinos, could you please provide documentation for those as well? You can submit uncropped screenshots from those casinos showing your account information and the transaction history page, including the withdrawals referred to in your explanation.

Additionally, if Jeton has provided you with a reply regarding the missing IBAN on one of the statements, please inform us and, if possible, include their response.

You can upload the screenshots to your verification tab or send them to our email at [email protected] with the subject "CasinoGuru," and they will be reviewed as quickly as possible. Thank you for your cooperation, and if you have any further questions, please let us know.

Best regards,

Capospin Casino

Dear Capospin Casino, as I mentioned in my last message, I no longer know which casinos are involved in the withdrawals. I've already tried to explain that I see exactly what you see in the transaction history, namely the reference N/V, which stands for the Rabidi NV Casino Group. I can't see anything else to investigate which casino processed the withdrawal. This happened nine months ago. After such a long time, it's impossible to remember. I'm also blocked from most of them and can no longer log in. So, how am I supposed to provide you with the requested documents?

I hope you understand my situation and I hope it is enough for you to at least know that all these payouts are from Rabidi NV Casino.

I am in contact with Jeton to clarify the issue regarding the missing IBAN.

Kind regards

Liebes Capospin Casino. Ich habe Ihnen schon in meiner letzten Nachricht geschrieben, dass ich bei den Auszahlungen der Casinos, selber nicht mehr weiß um welche es sich da handelt. Ich habe Ihnen schon versucht zu erklären, dass ich genau das sehe, was auch sie auf diesen Transaktionsverlauf sehen und das ist die Referenz N/V welche für die Rabidi N.V. Casinogruppe steht. Mehr kann ich selbst nicht einsehen, um nachzuforschen, welches Casino diese Auszahlung getätigt hat. Dies ist nun 9 Monate her. Das weiß man doch nicht mehr nach so langer Zeit. In den meisten davon bin ich auch schon gesperrt und kann mich nicht mehr einloggen. Wies soll ich das also bitte bewerkstelligen, Ihnen diese geforderten Unterlagen bereitzustellen?

Ich hoffe Sie verstehen meine Situation und ich hoffe es reicht aus, dass Sie zumindest wissen, dass es sich um die Rabidi N.V. Casino bei all diesen Auszahlungen handelt.

In Abklärung wegen der fehlenden IBAN bin ich mit Jeton in Kontakt.

Freundliche Grüße

Unfortunately, I cannot log in to my account. CapoSpin is asking me to reset my password. Unfortunately, I am not receiving an email to reset it.

Please resolve the issue. In the meantime, I will also forward the chat history with Jeton to you via email.

Best regards

Ich kann leider nicht auf meinen Account einloggen. CapoSpin fordert auf, dass ich mein Passwort zurücksetze. Leider erhalte ich zum zurücksetzen keine Email.

Bitte lösen Sie das Problem. Derweil werde ich Ihnen den Chatverlauf mit Jeton auch per Email weiterleiten.

Beste Grüße

Dear Ninosch,

We would like to inform you that access to your account will not be possible. Please forward all future documents to the already existing emails, or send them to our email at [email protected] in order to complete the verification and receive the funds.​

Thank you for the provided information from Jeton regarding the missing IBAN information. Regarding the casino withdrawal requested, please note that the information can be acquired by either checking your email for processed transactions on the specified dates, logging into the casino account and checking the withdrawal history information for date and amount, and further contacting the casino support in order to provide you with the necessary information for the requested transactions, even for a closed account.​

While we understand the information can be difficult to remember due to the passage of time, there are other methods to acquire the needed documentation, as mentioned above. Providing the requested documentation is essential in completing the verification for your account.​

Thank you for your understanding. If you have any further questions, please let us know.

Best regards,

Capospin Casino

What's the point? If I don't know and can't trace it anymore? What's with all this nonsense? This isn't legal! You should have made these demands earlier, not nine months later!

I can't trace it back because I no longer have the emails.

What does all this have to do with verification?

I provided you with all the documents I had and was at least able to tell you what the payments were about, even though this has nothing to do with a normal verification process. This is solely about preventing me from receiving my winnings! This is completely unethical, and I find your actions outrageous.

Casino Guru, please get in touch and help me resolve this situation. It can't be right that I don't receive my winnings just because the casino requests documents too late, documents I can no longer provide.

Was soll das? Wenn ichs nicht weiß und nicht mehr nachverfolgen kann? Was soll denn der Mist? Das ist doch nicht rechtens?! Dann hätten Sie mit den Forderungen früher kommen müssen und nicht 9 Monate später!

Ich kann das nicht zurückverfolgen, weil ich die Emails auch nicht mehr habe.

Was hat das denn alles noch mit einer Verifzierung zu tun?

Ich hab Ihnen alle Unterlagen die ich hatte zur Verfügung gestellt und Ihnen zumindest mitteilen können, was für Zahlungen es sind und das alles obwohl dies mit einer normalen Verifizierung nichts mehr zu tun hat. Hier geht es nur darum, um einfach nur zu verhindern, mir meinen Gewinn auszuzahlen! Das ist einfach absolut unseriös und ich finde es eine Unverschämtheit, was Sie hier veranstalten.

Casino Guru, bitte melden Sie sich diesbezüglich und helfen Sie mir diese Situation zu klären. Es kann jawohl nicht sein, dass ich meinem Gewinn nicht erhalte, nur weil das Casino zu spät etwaige Dokumente einfordert, die ich nicht mehr bereitstellen kann..

Thank you for the update Ninosch.

Dear Capospin Casino representative, the player states that they are unable to provide the information because the relevant emails and records are no longer available to them, due to the amount of time that has passed since the transactions. They also note that these documents were never requested earlier in the verification process.

To move this complaint forward, could you please clarify whether there are alternative documents or forms of verification that would be acceptable, given that the originally requested items can no longer be retrieved. Additionally, why these specific documents are required at this stage, and whether the verification can be completed using other internal methods or information already provided by the player. Lastly, ff there is any flexibility or alternative solution that would allow the player’s withdrawal to proceed despite the missing documents. We kindly ask for your cooperation in determining what other options exist so this matter can be resolved fairly.

Thank you for your consideration!