The player from Germany had waited for 7 weeks to withdraw her winnings of €7,997 from Capospin Casino after she had successfully completed the verification process. Despite multiple confirmations and assurances from live chat that her payout would be processed soon, she had not received her funds. The Complaints Team had attempted to contact Capospin Casino multiple times for assistance but had not received a response. As a result, the complaint was marked as "unresolved." Later, the casino engaged and requested extensive documentation for AML verification, which led to prolonged delays due to repeated document rejections and additional demands concerning the source of funds and transaction histories from related casinos. The player provided all requested documents after considerable effort, but the casino continued to require further clarifications, some of which were unattainable due to account closures and the passage of time. Despite the player's cooperation and the Complaints Team's efforts to mediate, the casino maintained strict compliance requirements, causing ongoing delays. Eventually, the casino accepted the documents and enabled the player to withdraw her winnings. Following a temporary technical issue with account access and withdrawal verification, the player was able to successfully initiate payouts, with the casino even crediting a small goodwill amount to meet the minimum withdrawal threshold. The complaint was closed as resolved after the player confirmed the issue has been resolved.
Capospin Casino - Player's withdrawal is delayed.
Case closed
Amount: €7,997
Capospin Casino
Guvenlik Endeksi 7.3 Fresh casinoCase summary
Translation
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
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.
TranslationHello, 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.
Do you have any communication with Capospin Casino regarding this problem? If so, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.
TranslationNo, I only had contact with the casino via live chat.🥺
Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.
I have tried to contact Capospin Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 uncozulen sikayetler might help 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 that you contact the Curaçao 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 contacting them anyway, you can do so at: complaints@cga.cw.
Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).
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
TranslationHello, 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
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
TranslationI 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?
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 support@capospin.com, and we will review them as promptly as possible.
Thank you for your understanding and cooperation.
Best regards,
Capospin Casino
TranslationI 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
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.
TranslationI 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
TranslationSorry, 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.
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.
TranslationSorry, 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.
Thank you for the update Ninosch, please keep me informed about any further developments.
TranslationThe 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
TranslationCapospin 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.
TranslationHello, 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.
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 support@capospin.com, 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
TranslationHello 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
TranslationI 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.
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
TranslationBut 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.
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
TranslationI 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***
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
TranslationWe'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.
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
TranslationYou'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.
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.
TranslationI was on vacation on a whim. Excuse me.
I've now sat down and uploaded the two bank statements from January and February.
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.
TranslationThe 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.
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 support@capospin.com.
Thank you for your cooperation and understanding.
Best regards,
Capospin Casino
TranslationI find it very tiring that you keep asking me for the same documents that you have already received.
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.
TranslationDear 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
TranslationSorry. 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.
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
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
TranslationYou have now also received the February document without marking.
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
TranslationNow, 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.
Thank you for the update Ninosch. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
TranslationI forwarded the email to you. I just forgot to let you know.
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
TranslationIt'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
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 support@capospin.com 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
TranslationDear 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
TranslationUnfortunately, 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
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 support@capospin.com 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
TranslationWhat'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.
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!
Dear Ninosch,
Thank you for your message. We understand that accessing old casino accounts or emails can be difficult due to the passage of time. Verification of certain transactions is required at this stage to comply with our Terms and Conditions and regulatory AML obligations, particularly when there are specific questions about the source of funds.
Even if direct access is no longer possible, there are alternative ways to provide proof of withdrawals:
- Check which casinos belong to the referenced casino group (Rabidi NV) and identify which accounts were used at the relevant time.
- Contact the support teams of those casinos, as many can provide official confirmation of past withdrawals, even for closed accounts.
- Submit any historical records, screenshots, or receipts indicating the withdrawals.
- Any other documentation confirming those payment originate from a casino.
Additionally, the transactions listed as ‘Internal Transfer’ do not show Rabidi NV on the statements, so this additional documentation is necessary to confirm that the payments originate from this group of casinos.
Providing any of these forms of documentation will allow us to review and process the verification. We remain committed to reviewing all reasonable evidence provided.
Best regards,
Capospin Casino
TranslationWhat you're describing is, in my opinion, simply outrageous. Especially since I won with real money, not even bonus money. No casino has ever made such a fuss about a payout like yours, and I've had my fair share of trouble with others.
This is so much work, who will pay me for the hours I have already invested and still have to invest to submit all these documents?
It's like a combined office job and detective work, and it's anything but reasonable. They are completely intolerant and equally untrustworthy in their demands.
Do you know how many Rabidi NV casinos there are? And that I can only assume it's a Rabidi casino and that I also have to look through all the other casinos to find these casinos?
Above all, after everything I've had to submit so far, I received yet another request from you. Even if I miraculously manage to compile these documents for you, who's to say it will finally be satisfactory for you?
I'm truly speechless...
Hello Ninosch,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationI can't find anything about payouts from these casinos anymore. I've invested so many hours every day in searching for the past weeks, even months, but what else am I supposed to do? What the casino is demanding isn't right. Especially after all the work I've put in, not getting my money in the end is simply unacceptable.
TranslationI haven't found the correct transactions in any of the casinos where I'm not yet banned.
I've started sending emails to the casinos where I'm blocked, requesting my transaction history. It's been 10 days with one of them and I still haven't received a response.
Why am I given tasks that I cannot possibly solve without help?
Kind regards
Thank you for the update, Ninosch. We appreciate you keeping us informed.
Could you please let us know whether you have received any further updates from the casinos regarding this matter? We would be grateful for any additional information you can share, as it will assist us in reviewing the case and determining the next appropriate steps.
TranslationI'm not getting any response from the casinos where I've been banned. I'm doing everything I can to provide the casinos with the necessary information, but unfortunately, I can't perform miracles.
At the same time, I'm researching which other casinos I was in at that time, but if none of the casinos respond, the process makes little sense...🥲
Thank you for the update Ninosch. Would it be possible for you to share screenshots of the emails you sent that clearly display the date and the casino email addresses? These screenshots will help us demonstrate to the Capospin Casino representative that the task assigned to you is not feasible to complete.
Please rest assured that the screenshots will be marked as private, and all personal information contained within the emails will remain confidential and accessible only to the relevant parties.
Thank you very much for your cooperation.
TranslationI sent you an email three days ago and hope for your confirmation.
Kind regards
Thank you for the information, but can you post the screenshots directly into the thread? That way it will help us demonstrate to the Capospin Casino representative that the task assigned to you is not feasible to complete. Thank you very much for your cooperation.
TranslationCan I send this to the casino privately? Or will it not be visible to others due to data protection regulations?
As I mentioned earlier, please rest assured that the screenshots will be marked as private, and all personal information contained within the emails will remain confidential and accessible only to the relevant parties in the thread. Thank you in advance for your cooperation!
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.
Thank you for providing us with the evidence
Dear Capospin Casino representative, As outlined above, the player has made multiple good-faith attempts to obtain and provide the requested documents. However, the casino has either declined to issue the documents or has not responded to the player’s requests. As a result, it is not reasonably possible for the player to supply the documentation in question.
Given these circumstances, we kindly request that the verification process proceed without requiring these specific documents.
Thank you for your understanding and consideration.
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,
We would like to inform you that your case has been reviewed once again alongside the provided documents and screenshots.
Please note that the requested document is required strictly in line with our Anti Money Laundering obligations, which are publicly available at the bottom of our website and cannot be circumvented under any circumstances. As the transactions in question were made in close proximity to deposits to our casino, their origin must be clearly and officially verified, as the timing raises source of funds concerns.
At this stage, based on the documentation provided, there is no visible or official confirmation that the referenced transactions originate from Rabidi NV, nor is there clarity regarding the Thunes transactions. Furthermore, the submitted email screenshots only demonstrate that you requested information; they do not provide official confirmation regarding the nature of those transactions.
Kindly note that AML verification cannot be successfully completed without proper documentation confirming the origin of these funds. In the absence of such confirmation, we are unable to proceed further. Additionally, the passage of time does not negate the need for confirmation, as there are multiple sources and ways to obtain the necessary documentation, as outlined in our previous responses.
We also recommend contacting Jeton directly to obtain further clarification regarding the transactions. Furthermore, you may contact the relevant casinos via Live Chat support and review the email confirmations that are typically issued when a withdrawal has been processed, as such emails may contain relevant transaction details and merchant information.
We kindly ask for your prompt attention to this matter, as the requested documentation is necessary to move forward with the verification process. Please provide any documents confirming the origin of those transactions at your earliest convenience so we can proceed in line with regulatory requirements.
Best regards,
Capospin Casino
Dear Sir or Madam,
i did not make a definitive statement that the casinos in question were Rabidi NV casinos. I only assumed this might be the case, as I had played there most frequently.
I have already contacted all other casinos that could potentially be involved. I first reached out via live chat, where I was advised to contact customer support directly. I then did so. You have already received the corresponding email exchanges. To date, I have not received any responses from those casinos.
I have done everything reasonably possible to provide you with the requested documentation. You cannot withhold my winnings simply because I am unable to produce documents that are beyond my control to obtain.
May I ask what, in your opinion, I am supposed to do at this point? Please do not suggest any further actions that I have already attempted.
I will now contact Jeton once again and request their assistance. I will forward the related chat correspondence to you as well. However, the demands being placed on me are, in my view, unrealistic and increasingly unreasonable.
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.
Hello!
We would like to inform you that no additional documentation has been provided to verify the origin of the requested funds.
We understand that obtaining further information from your bank may take some time. If you have any questions or require assistance in the meantime, please do not hesitate to contact us.
Best regards,
Capospin Casino
Dear Sir or Madam from Capospin Casino
My withdrawal request in the amount of €7,997 has been pending since 10 March 2025.
I have provided all requested KYC and Enhanced Due Diligence documentation, including detailed explanations regarding the transactions, payment service providers, and the economic source of the funds. Furthermore, I have demonstrated that I attempted to obtain additional documentation from the original gambling platforms. Due to account restrictions on those platforms, direct access is objectively no longer possible.
Despite my full cooperation, the funds have remained blocked for several months. In my view, such an extended withholding period is disproportionate.
I therefore request that you conclude your review and, within 14 days of this message, either:
Release the withdrawal amount, or
Provide a final, clearly reasoned regulatory decision explaining the continued refusal.
Should no final resolution be provided within this timeframe, I will proceed with submitting a formal complaint to the relevant licensing and regulatory authority in Curaçao and consider further legal steps.
I remain willing to cooperate within reasonable and objectively possible limits.
Kind regards
Dear Ninosch,
We would like to reiterate that AML verification cannot be completed based on explanations alone. Without providing the requested supporting documentation, we are unable to accept the information as verified.
As the requested proof of transaction relates to activity occurring in close proximity to your first deposit with our casino, we are required to verify the origin of those funds to ensure they derive from a legitimate source. Furthermore, the submitted statements do not contain sufficient information confirming that the payments originated from a casino platform. The requested casino winnings confirmation document is a standard requirement in such cases. We have already provided several acceptable alternatives and detailed instructions on how this documentation can be obtained.
In accordance with AML regulations, explanations without proper documentation cannot be accepted as proof of legitimacy for the acquired funds.
Therefore, without the necessary documents or information verifying the origin of the requested funds, we are unable to proceed with the verification process. This procedure is carried out strictly in line with our Terms and Conditions.
We remain fully committed to assisting you in obtaining the required documentation and are available to answer any further questions you may have regarding this matter.
Dear Peter,
We have sent you an email with additional information. Please review it at your earliest convenience.
Best regards,
Capospin Casino
I am also pleased to inform the Casino Guru team that I have now been able to obtain all the requested documents. The effort required was considerable and very exhausting, but I managed to gather everything necessary to clarify the origin of the funds.
I will gladly forward the email to the Casino Guru team so that they can also review the documents.
Thank you for your cooperation. I now hope that, in return, this matter can finally be concluded and that I will receive my casino winnings.
Hello Ninosch,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Ninosch,
Thank you for providing all the requested documents. We are pleased to inform you that they have been reviewed and accepted.
You may now log in to your account and proceed with withdrawing your balance.
Should you encounter any issues with logging in or requesting a withdrawal, please let us know right away and we will assist you.
Best regards,
Capospin Casino
TranslationI'm glad to hear that, however I'm a bit confused because I received an email from you today stating that my account has been closed and my winnings have been withheld.
So what is the truth?
Dear Ninosch,
We sincerely apologize for the email you received, which was sent in error on our part.
Once you log in to your account, you should be able to view your full balance. You may request withdrawals up to the daily/weekly/monthly limits specified in your account and our Term and Conditions.
As previously mentioned, if you encounter any issues with logging in or requesting a withdrawal, please let us know, and we will assist you promptly.
Kind regards,
Capospin Casino
TranslationDear Capospin team,
I am currently unable to log in to my account. When I try to reset my password using the "Forgot password" function, it shows that an email has been sent, but I am not receiving any confirmation message.
I have already repeated the process several times and also checked my spam folder, unfortunately without success.
Therefore, I ask you to review my account and either send me a working password reset link or fix the problem on your end.
Thank you for your support.
Best regards
Dear Ninosch,
We would like to inform you that your previous password reset requests were unsuccessful because you had opted out of receiving emails from our side. This option has now been re-enabled, so you can proceed with resetting your password.
Please click on the "Forgotten Password" option once again. You should receive the reset email within approximately 15 minutes. We also recommend checking your spam or junk folder in case the message is filtered there.
If you still do not receive the reset link, please start a chat with our ChatBot and request a password reset. The ChatBot will ask you a few questions regarding your account, and once verified, our team will be notified to contact you manually via email with a new password
Should you encounter any further issues, please do not hesitate to contact us.
Best regards,
Capospin Casino
Dear Capospin Team,
After initially encountering an issue where I didn’t receive the password reset email, I reached out to your chatbot for help, as you recommended. I was then contacted by your support team via email, and I was able to successfully reset my password and regain access to my account.
However, a new issue has now arisen. I am currently unable to request a withdrawal because my account still shows that I need to complete verification. It states that my documents have been rejected.
I would appreciate it if you could let me know why it still says that I am not verified, even though you had already confirmed this to me in writing.
Thank you in advance for your assistance.
Dear Ninosch,
Thank you for informing us about the issue. We would like to confirm that the matter has now been resolved, as it was caused by a temporary technical error.
Please proceed with your withdrawal request, and should any further issues occur, do not hesitate to contact us.
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.
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.
TranslationI'm sorry for the delay. The casino has fixed the error and has already started processing the payouts. So far, things are moving very quickly, and I'm confident that my winnings will be paid out in full soon.
Kind regards
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.
Translation€2000 is still outstanding. I am confident that this will be paid out by next week at the latest.
Dear Ninosch, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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.
TranslationHello,
I would like to give another update regarding my complaint about Capospin.
Most of my withdrawals have now been processed and paid out. However, a balance of €47 remains in my account.
Since the minimum withdrawal is €50, a withdrawal of this amount is currently not possible. Therefore, I wanted to use the remaining balance to continue playing and possibly reach the minimum withdrawal threshold.
However, I've discovered that my account has been blocked. I'm receiving the following message:
"Your account has been blocked. Please contact our support team to have the block lifted."
Specifically, this means:
- I cannot withdraw the remaining balance (below the minimum amount)
- I cannot gamble away the balance to reach the minimum payout.
- The money is therefore currently completely blocked.
I consider this unjustified, as it concerns my legally earned credit.
I therefore ask for your support so that:
- my account is at least temporarily unlocked in order to use the balance
or alternatively
- a payout of the remaining amount is made possible
Thank you for your support.
Best regards
Ninosch
Dear Ninosch,
Please note that we have credited €3 to your account as a gesture of goodwill in order to help you reach the minimum withdrawal requirement.
You may now proceed with your withdrawal request. Should you encounter any further issues, please let us know.
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.
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:
Tut mir leid, ich habe vergessen Ihnen zu antworten.
Ich möchte mich bei dem Casino für das entgegenkommen bedanken und auch bei Casino Guru, für Ihre Bemühungen. Sie können die Beschwerde nun gerne erfolgreich schließen.
Freundliche Grüße
Dear Ninosch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
