The player from Germany faced issues with a withdrawal request made 6 weeks prior, as the casino repeatedly asked for account statements that he had already provided multiple times. He was also questioned about an additional 800€, which he claimed to have saved. The Complaints Team attempted to assist by reaching out for more information but ultimately had to close the complaint due to a lack of response from the player.
Felix Spin Casino - Player's withdrawal is delayed and account statements are requested.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Felix Spin Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello everyone, withdrawals are simply not being made, questions are being asked again and again, they are always asking for account statements, which I have already sent several times, and now again, they have paid in more in March than they have earned, so you are not allowed to pay in more, that is crazy, I have already sent all my account statements, all my credit card statements and now I have to justify where I got the 800€ more from, I saved it, it's quite simple
Automatic translation:
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7 months ago
Dear vogelsangviktor531,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you provided any other documents to verify your account? Have they all been approved?
- How many days did it take for your last successful withdrawal to be processed?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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7 months ago
Dear vogelsangviktor531,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
