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I requested a withdrawal from Felixspin on May 31, 2025. Since then, my withdrawal has been blocked with the message that I must provide proof of my "source of wealth."

I have now uploaded more than 10 documents, including:

Bank statements for the last 6 months (December 1, 2024–June 3, 2025)

A complete student loan agreement including proof of the lender

Proof of housing benefit

My trade license

A current BWA 2024

My 2024 income tax return

These documents were rejected multiple times without any comprehensible reason. They are official, complete, and untampered with documents that transparently document my financial situation.

Support repeatedly refers to general requirements but doesn't provide any concrete explanation as to what exactly is missing or why the submitted evidence is insufficient. I'm constantly asked to upload the same document again, even though it was already submitted correctly.

My verification status is also shown as "verified" in my player account, but the withdrawal is still not released.

I feel like my withdrawal is being delayed or blocked for no reason, even though I have fully met my obligations.

I request Casino.Guru for support and Felixspin for an immediate review and payout of my balance.

Ich habe am 31.05.2025 eine Auszahlung bei Felixspin beantragt. Seitdem wird meine Auszahlung blockiert mit dem Hinweis, ich müsse meine "Source of Wealth" (Herkunft der Gelder) nachweisen.

Ich habe inzwischen mehr als 10 Dokumente hochgeladen, darunter:

Kontoauszüge der letzten 6 Monate (01.12.2024–03.06.2025)

Einen vollständigen Studienkreditvertrag inkl. Nachweis des Kreditgebers

Wohngeldnachweise

Meinen Gewerbeschein

Eine aktuelle BWA 2024

Meine Einkommensteuererklärung 2024

Diese Dokumente wurden mehrfach und ohne nachvollziehbare Begründung abgelehnt. Es handelt sich dabei um offizielle, vollständige und unmanipulierte Unterlagen, die meine finanzielle Situation transparent belegen.

Der Support verweist immer wieder auf allgemeine Anforderungen, gibt aber keine konkrete Erklärung, was genau fehlt oder warum die eingereichten Nachweise ungenügend sein sollen. Ich werde ständig aufgefordert, das gleiche Dokument erneut hochzuladen, obwohl es bereits korrekt eingereicht wurde.

In meinem Spielerkonto wird mein Verifizierungsstatus außerdem als "verifiziert" angezeigt – die Auszahlung wird dennoch nicht freigegeben.

Ich habe den Eindruck, dass meine Auszahlung grundlos verzögert oder blockiert wird, obwohl ich meinen Verpflichtungen vollständig nachgekommen bin.

Ich bitte Casino.Guru um Unterstützung und Felixspin um eine sofortige Prüfung und Auszahlung meines Guthabens.

Dear julienforkert,

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 julienforkert, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Dear Dominika,

Thank you for your message and your support.

I would be happy to answer your questions:

I have already submitted the following documents to the casino:

Bank statements from December 1, 2024 to June 3, 2025

Student loan agreement including confirmation of the borrower

trade license

Income tax return 2024

BWA 2024

The last document submitted was the BWA 2024, which I sent on June 4, 2025.

I submitted all documents promptly and in the correct format. Unfortunately, despite being complete and properly submitted, all of them were rejected.

I have also had extensive communication with the casino's live chat regarding this issue, which I will also forward to you via email. [email protected] send.

Thank you again for your help – I really hope we can find a solution together.

Best regards

Liebe Dominika,

vielen Dank für Ihre Nachricht und Ihre Unterstützung.

Gern beantworte ich Ihre Fragen:

Ich habe folgende Dokumente bereits beim Casino eingereicht:

Kontoauszüge vom 01.12.2024 bis zum 03.06.2025

Studienkreditvertrag inklusive Bestätigung der Kreditnehmer

Gewerbeschein

Einkommensteuererklärung 2024

BWA 2024

Das zuletzt eingereichte Dokument war die BWA 2024, die ich am 04.06.2025 gesendet habe.

Alle Dokumente wurden von mir zeitnah und im korrekten Format eingereicht. Leider wurden sie trotz vollständiger und ordnungsgemäßer Vorlage allesamt abgelehnt.

Ich habe zudem eine umfangreiche Kommunikation mit dem Live-Chat des Casinos zu diesem Thema geführt. Diese werde ich Ihnen ebenfalls per E-Mail an [email protected] zukommen lassen.

Vielen Dank noch einmal für Ihre Hilfe – ich hoffe sehr, dass wir gemeinsam eine Lösung finden können.

Mit freundlichen Grüßen

Dear Casino Guru Team,

I would like to provide you with an update on the ongoing issue I have been facing with FelixSpin regarding account verification and withdrawal:

I submitted detailed documentation to verify my source of income, including student loan contracts, business registration, income statements, bank statements, and clear proof that the funds used for gambling come from previous winnings at licensed online casinos.

Despite providing all necessary documents, FelixSpin has not yet provided a clear explanation for the delay or rejection of my verification.

The issue has been escalated internally by FelixSpin’s support team, and they confirmed that the relevant department is actively investigating and working to resolve it.

The support team has asked for my continued patience and assured me they are expediting the process.

I am currently waiting for a final resolution and clear communication from FelixSpin.

I will keep you informed about any further developments.

Best regards,

Julien

Dear julienforkert, did you provide the proof of deposit that includes your name, the amount transacted, the recipient's name, the transaction ID, and the date of the transaction?

Also, did you submit the documents in English or German? Sometimes, submitting documents in the wrong language can cause issues.

Dear Casino Guru team,

Yes, I have provided the deposit proof containing my name, the transaction amount, the recipient’s name, the transaction ID, and the transaction date. The deposit proof has already been accepted by the casino.

Regarding the language: I submitted all supporting documents in both German and English to avoid any misunderstandings from the start.

Unfortunately, despite these efforts, there has still been no progress. I continue to receive empty promises, no concrete updates, and even the escalation process has led nowhere so far.

Best regards,

Julien F.

Furthermore, in an effort to fully comply with the Source of Wealth (SoW) request, I proactively provided a detailed overview of my gambling history and winnings from other licensed casinos (also operated under Tendersoft B.V.). I included clear screenshots of my account balances and winnings, withdrawal confirmations from those casinos, and matching bank statements showing receipt of the funds.

Despite this comprehensive documentation, my SoW was again rejected without any clear explanation. I have sent all of these documents by email to you.

All documents were rejected again without any valid reason.

Hello Dominika,

I’d like to give you a quick update and share my concern regarding the ongoing verification process with Felixspin.

Earlier today, I was informed that all my documents had been approved and that the verification should be completed by the end of the day. However, when I followed up via live chat, I was suddenly asked to provide additional bank statements — not only for my actual salary account (*6130), but also for a virtual IBAN ending in *9496, which is linked to my MuchBetter account.

I’d like to emphasize the following:

I never used this MuchBetter account in any way with the casino.

The last time I sent money to this e-wallet was in March, well before I even created my casino account two weeks ago.

This so-called "bank account" is not a real bank account, but merely a virtual IBAN used for top-ups — much like an internal reference number.

I only made deposits via my credit card ending in 7422, which is linked to my main bank account (*2667), for which all required documentation was already submitted.

I provided my salary slips and bank statements for *6130 to support Source of Wealth (SoW) checks.

To now demand documentation for an account that is completely unrelated to this casino, and that hasn’t even been used in months, feels highly inappropriate and excessive. I even warned the live agent that any document from MuchBetter would lack an IBAN and likely be rejected — this kind of request not only delays the process but creates unnecessary friction for players acting in good faith.

I hope this helps clarify the situation, and I would truly appreciate your support in pushing for a fair and reasonable resolution.

Best regards,

Julien F.

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

Hello there,

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

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

Thank you!

Hello Peter,

I would like to give an Update on My Verification Process with FelixSpin Casino

I submitted my bank statements for verification because they were requested as proof that my salary is paid into this account. However, the statements were initially rejected because they were scans, which I was not aware of.

After being informed, I re-uploaded a PDF containing clear photos of the bank statements. Additionally, I sent the photos individually via email to ensure the casino has all the necessary documents.

Furthermore, my MuchBetter proof was also rejected, with a request for the original account statement. I have now provided the official MuchBetter account statement as well.

I have also sent all these documents directly to you for confirmation.

Hi Peter, Dominika and Casino Guru Team,

I’m very happy to let you know that my withdrawal from FelixSpin has just been successfully received.

Thank you so much for your support, time, and follow-up throughout this process. Your help truly made a difference, and I really appreciate it.

Best regards,

Julien F.

Dear julienforkert,

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