The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had communicated with the player regarding the usual processing times and requested updates after the recommended period. However, due to a lack of response from the player, we were unable to investigate further, and the complaint was rejected.
Felix Spin Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €600
Felix Spin Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Hello,
Let me start by saying that I have verified myself with my ID, my phone number and my email address.
So now I've won and wanted to cash it out. Well, that means that I have to send a statement from my credit card and the front and back, which doesn't work at all using the link provided, you can only upload 2 pieces of data and nothing more.
Then it turns out that I accidentally made the first deposit with a credit card. The other payments all went from my checking account that I have at Commerzbank. I would also like to have the money transferred there, but they insist on the credit card, which I don't understand at all. This is the first casino that has made such a fuss. I've been sending everything back and forth for 3 days and everything is more and more wrong. Today I also have my bank card, my statement, and the documents that they wanted. Sent by email. Now they're writing to me again, saying that I should send it via the portal, but as I said, that doesn't work. You can only upload 2 files at most, but in my case it would be 3, which I've already explained 10 times. I'm really pissed off and have no desire to send anything at all. It would be nice if someone could help me with this case. I'm at a loss and I don't know how long I have to wait for my winnings. I just think it's a disgrace. And again, as I said, I want the money I won to be transferred to my checking account and not to my credit card? I don't know why they are so hung up on this credit card because most of the money was debited from the checking account. Which I can prove and have already sent? It was only debited from the credit card once.
Automatic translation:
Public
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1 year ago
Dear tanjamichael123,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear tanjamichael123,
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.
