Daytonaspin Casino - Player's withdrawal is delayed with excessive verification requests.

Deposited with the casino on 22nd May using a UK debit card

Played through a bonus with wagering requirements and won £245 fairly which was converted into withdrawable cash.

Have sent my ID, a selfie with my ID, bank statement showing the transaction, photo of my debit card and a utility bill and these have all been accepted but now they are asking for a credit card statement. My bank statement doesn't show the card number as it is a debit card transaction, so this is impossible I have even been through HSBC customer services and it's not something they can do.

I have explained this to the payments team and I just get ignored and then asked for a credit card statement again. They gave rejected my withdrawal 3 times now.

The hoops they are making me jump through for money won fairly is ridiculous.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Daytonaspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the debit card you used for deposits a physical card or a virtual card?
• Do I understand correctly that you provided the casino with a monthly bank statement, on which the deposit in the casino is recorded?
• Have you achieved your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and subsequent exchange you had with the support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi thanks for your reply

I deposited using Google pay, which is linked to my HSBC debit card, however I have the physical card available and sent a photo of this as proof.

Alongside this they have my HSBC bank statement showing the transaction.

Yes the winnings were part of a bonus, the bonus was about £30, which had to be played through with a wagering requirement which I did, I actually won around £700 but when it converted to "real cash" it was £250 as that was the maximum that could be won from the bonus.

I will send the correspondence to you shortly 🙂

Hi! Did you receive the email trail and screenshot? Just a quick update - since then I have tried to withdraw again but it is still pending and Daytona have stopped responding to my emails.

Dear Lokipop99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you I really appreciate it 😊

Dear Lokipop99,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Daytonaspin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Daytonaspin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel

Thanks so much for looking into this for me.

I would like to add that last week I was asked again to provide proof of address, despite having already provided this and had it go green as verified. I had to find an up to date bill, I'm not sure what the issue now is with the original as it was accepted to begin with. I also contacted my bank and asked them to add my card number to my bank statement which they have done specifically for my case and which took hours of my time online and on the phone with multiple customer service teams, who all stated that this is really irregular. I have uploaded both of these on Friday and they are still pending with no acknowledgement from the casino despite them asking multiple times for this and ignoring all of my emails. The goalposts keep moving with what they are requiring and I'm half expecting the documents to be rejected again because they do not want to hand over these winnings.

Thank you again for your time 🙂

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 Lokipop99,

thank you for your detailed update.

I understand your frustration regarding the repeated requests for documents, especially in a situation where some of them had already been previously verified and marked as approved. I also appreciate the effort you have made to comply with the casino’s additional requirements, including obtaining an updated proof of address and arranging the banking documentation.

I would like to inform you that I have also reached out to Daytonaspin Casino outside of this complaint thread through alternative communication channels in order to ensure they are aware of the case and have the opportunity to respond. At this moment, we are still awaiting their reply both here and via other contact methods.

Hopefully, this additional outreach will help move the case forward and prompt the casino to clarify the reasons behind the repeated document requests and the current status of your verification.

As soon as I receive any update or response from their side, I will share it with you immediately and proceed with the next steps of the review.

Thank you for your patience and cooperation.

Dear Lokipop99,

thank you for your patience and cooperation throughout this complaint.

Unfortunately, despite extending the timer and attempting to contact the casino through alternative communication channels, we have not received any response from Daytonaspin Casino.

As a result, I am now closing this complaint as "Unresolved." This outcome will negatively affect the casino's Safety Index rating, and it may also encourage the casino to engage with the complaint at a later stage. Should that happen, the casino can request that the complaint be reopened, and we will gladly continue the investigation.

As for further options, based on the information available to me, the casino appears to operate under an Anjouan Gaming license.Although I was unfortunately unable to access the casino's website myself, if the casino provides access to its license validator, it should typically be available at the bottom of the website. If so, you may try submitting your complaint through that channel as well.

Validator looks like this →

I am sorry that we were unable to achieve a better outcome in this case. Thank you again for your patience and cooperation throughout the process.

Samuel

Casino Guru