I deposited €20 into Vincispin using Apple Pay and played fairly. After meeting all the requirements, I submitted a withdrawal request for €200 (approx. ￡170) on 23 June 2025.

The withdrawal was initially accepted and marked as "Performing checks." Then, two days later — on 25 June — it was cancelled without any explanation, and the funds were returned to my account wallet.

I contacted their support team multiple times. They kept sending copy-and-paste responses that ignored my actual questions. I provided all verification documents (proof of ID, proof of deposit, IBAN, etc.), and I was fully compliant throughout.

The whole process has been extremely frustrating and stressful. It was very easy to deposit without verification, but when I tried to withdraw my legitimate winnings, they kept going in circles and refused to pay out — hoping I would give up.

I have already filed a chargeback with my bank (Starling UK) and am now requesting assistance from Casino Guru to help resolve this matter.

My Vincispin account is registered under the name Temiloluwa Kolawole, and I’m based in the United Kingdom.

Dear Temi_Montana,

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

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

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Temi_Montana,

Unfortunately, we won't be able to help you.

Please understand that online casinos consider a chargeback as fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used. This may also cause you problems in any other online casinos in the future, since many casinos share information about players. If they see a chargeback on your account with another casino, they might assume you're a high risk, thinking you might do the same with them. To protect themselves, casinos often treat any chargeback history as potential fraud, even if it wasn’t related to their site.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika