The player faced issues withdrawing funds from Candyspinz due to the casino requesting unnecessary documents and refusing withdrawals to his Mastercard. After multiple attempts to provide the required documentation, including a credit card statement, his requests were still being declined. The issue was resolved after the player successfully received his payout following additional document submissions, despite expressing dissatisfaction with the verification process. We marked the complaint as resolved and appreciated the player's cooperation.
Candy Spinz Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: $150
Candy Spinz Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Germany not Puerto Rico.Its gray.I cant Change this!
English:
I wanted to withdraw from Candyspinz. They requested documents they didn't need. I deposited with a Mastercard, but they don't offer withdrawals via Mastercard. They take 24 hours to process each individual document. They want a statement from the bank I want to withdraw to. But I deposited with a Mastercard, never with a bank account. I uploaded the credit card, front and back, but it still declined. The support team was also a bit rude at times. I don't think I'll get my money.
Automatic translation:
Public
Public
6 months ago
Dear dirkbln66,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I understand how frustrating it must be to go through a lengthy verification process, especially when things don’t seem to add up from your point of view. While it may seem unnecessary, it's quite common for casinos to request verification of all payment methods used—both for deposits and for potential withdrawals. Even if you deposited using a Mastercard and didn’t use your bank account for deposits, the casino may still ask for a bank statement if you’re trying to withdraw to that account. This is part of their standard security and anti-money laundering procedures, which they are required to follow.
Please allow me to ask you a few questions to clarify your situation:
Which documents have you provided for your verification? Have they all been approved and verified by the casino?
Has the casino specified why the front and back sides of your card could not be accepted for verification? Does the card contain all your personal information needed for the verification of your account?
When was the last time the casino communicated with you regarding the verification of your account?
Have you provided the bank statement as requested 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
Public
Public
6 months ago
Translation
Hello,
Thank you for your trouble!
My ID card had already been verified. When I attempted to withdraw, the documents were requested. I should mention that I deposited with a Mastercard, and until then I didn't know that withdrawals with a Mastercard weren't possible there. I uploaded the front and back of the Mastercard. It was rejected, even though I've had the same photos successfully verified at other casinos for years. A day later, it was requested again, to no avail. I should say that after each upload attempt, the casino made no attempt at verification for about 24 hours. Yesterday, I think, I uploaded the Mastercard bank statement for the deposit. Also the Mastercard again. Clearly recognizable, all corners visible. I had also already uploaded a screenshot with bank details for the checking account that I have to withdraw to, but don't want to. To no avail.
Edited
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Public
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6 months ago
Translation
Addendum,
I received a verification confirmation today. At the same time, I was asked to upload a bank statement. I did that immediately. Now I have to wait another 24 hours, even though I responded immediately. Regardless of my problem, I think that's really bad.
Edited
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Public
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6 months ago
Translation
Hello,
I received my payout. I still can't recommend the casino to anyone. Thanks for your help!!!
Automatic translation:
Public
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6 months ago
Dear dirkbln66,
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,
Veronika Fritz
Casino.Guru
