The player from Austria had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue arose because the casino required a bank statement for a credit card that belonged to the player's partner, which she could not provide. Although she had verified her identity and provided statements for her own Revolut account used for deposits and withdrawals, the casino blocked her account due to concerns over the payment method ownership. We explained that using payment methods not held in the player's own name breached anti-money-laundering regulations, and without proof of legitimate ownership or prior approval, the casino's actions were justified.
AFKspin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €200
AFKspin Casino
Safety Index 6.2 Below averageCase summary
Discussion
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1 month ago
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1 month ago
Dear Nikoletta118,
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
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2 weeks ago
Dear Nikoletta118,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
Translation
Hello Karla,
No, I haven't received my money and the payment hasn't been processed.
The main problem here is a structural issue in the casino's verification process. The casino has blocked my account and is demanding a bank statement for a credit card ending in **0827, which bears my name.
This card belongs to my partner, not me. It is legally impossible to present a bank statement in my name for a card that does not belong to me.
I have already fully verified my identity and submitted my official personal Revolut bank statements (showing my name and IBAN). This is the exact account I used for my deposits and to which I want my €200 withdrawal. Furthermore, the casino has successfully processed a withdrawal to this card belonging to my partner in the past without any issues. Now they are suddenly demanding an impossible series of documents to withhold my winnings.
Since the casino's customer support only responds with automated text snippets and refuses to manually unblock my personal Revolut account, I need your help to mediate with the casino management. The casino has just completely blocked my player account (see screenshot: "FELFÜGGESZTETT FIÓK"). They are now obviously trying to silence me and deny me access to my rightful €200.20 because I contacted CasinoGuru. Please help me urgently!
Thank you for your
Support.
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Automatic translation:
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2 weeks ago
Dear Nikoletta118,
Please check our Fair Gambling Codex for Players:
Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Karla M.
