Felix Spin Casino - Player’s withdrawal request is delayed.

The casino asks for a photo of the card front and back for verification and I sent an email saying that I didn't have the card with me. To which the casino didn't reply and I provided all the proof that the missing card is mine, using a printout of my bank account, statement, etc.

Dear mariafonsecc,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide more details regarding the following questions:

• Have you visited your bank to obtain a document confirming that you used to have the card requested for verification?
• Do the screenshot of your bank account and your bank statement show all the personal information needed to verify that you are the owner of the lost payment card?
• Have all your other documents been successfully verified?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Yes, I have everything! Everything's been checked too, and the app also says that everything's been checked!

Have any of your documents been approved in the meantime? Are there any documents left that need to be approved by the relevant department?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your verification at [email protected].

Thank you for your patience and cooperation.

Dear mariafonsecc,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.