The player from Bavaria faced difficulties with a withdrawal request made a month ago at Savaspin, after providing documents for verification multiple times. Despite having successfully withdrawn twice before, the casino repeatedly rejected his bank statement, causing frustration and desperation as he sought to access his winnings of 600 euros. The Complaints Team intervened, facilitating communication between the player and the casino, which ultimately resolved the issue when a technical malfunction on the payment provider’s side was identified. The player was informed that a new withdrawal request had been successfully processed and was advised to wait for the funds to reach his bank account. The complaint was later closed due to a lack of response from the player.
Savaspin Casino - Player’s withdrawal is delayed due to verification issues.
Player stopped responding
Amount: €600
Savaspin Casino
Safety Index:HighCase summary
I have made a total of 3 deposits at Savaspin and managed to withdraw twice. With the first withdrawal they asked for verification. I sent them all the documents. Then I won again with the 3rd deposit, this time 600 euros. Suddenly they wanted more documents for verification, a bank statement showing the deposits to the casino. I have sent this 10 times already and it gets rejected every time. My bank statements also contain all 3 deposits to the casino. After checking it several times, the deposits at the casino were on 09/08, 2x on 11/08 via Apple Pay and because my credit card is linked to my checking account, all 3 payments were not debited until 12/08. I even marked these on the bank statements, but they were then rejected because they were in the wrong format. Then I send it again as a PDF, but it supposedly doesn't contain my deposits. I've never experienced anything like that before. Contacting the live chat is useless, as they always forward me to the payment/verification email. But they always tell me the same thing and don't listen to me.
I have the feeling they don't want to pay out or are rejecting it because the transactions were only debited from my bank account on August 12th. I have absolutely no idea and am slowly becoming desperate because I really need the money. I hope you can help me. I have all the necessary documents. Should I upload them here or send them privately via email?
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Savaspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you first request the €600 withdrawal, and on what date did you last hear back from their verification team?
- Could you confirm exactly which documents you’ve submitted so far (e.g., full bank statement, Apple Pay transaction report, credit-card statement, etc.) and the formats (PDF, screenshots, etc.)?
- When the casino rejected the documents, did they give any specific reason besides "wrong format"?
- Did you also send the casino the Apple Pay receipts or screenshots from your Apple Pay wallet that show the individual payments and unique transaction IDs?
If you have any supporting evidence you can attach it here or send them to my email [email protected].
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,
Natalia
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Hey, I will send you all the documents by email. I have uploaded both Apple Pay transactions and the bank statement. I have an account with ING and their Visa card is directly linked to my current account. However, it may be that the money is withdrawn from my current account 2-3 days later. You don't seem to understand that. More by email.
Are there any updates? I need the money urgently.
Furthermore, I would like to say that I received a payout on my first deposit after successful verification. I won again on my third deposit and suddenly they wanted proof of all deposits, which I then uploaded, but these are constantly rejected. I suspect that they do not understand that my credit card, which is linked to my current account, only debits the money from my account a few days later. I have explained this to the casino several times, but they continue to reject the documents that I received for all three deposits.
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear jann123,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Savaspin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s documents keep being rejected?
Thank you in advance for providing the information.
Hope something comes
thank you very much in advance
Dear jann123,
We acknowledge receipt of the documents you recently uploaded and thank you for your cooperation in this matter. The submitted files are currently undergoing a thorough review by our dedicated team.
For your reference, we would like to reconfirm the purpose of the required documentation. This request is for Source of Funds (SOF) verification, which typically requires a bank statement. This statement must clearly show the deposits which were made to your casino account.
We understand the importance of a swift resolution and appreciate your patience during this process. We will contact you immediately once the review is complete and the status of your account has been updated.
Kind regards,
Savaspin Casino
I have sent you the statements 5 times with the note that the transactions will be visible on the statement 1-2 days later. I have sent you my Apple Pay transactions and a statement on which all 3 transactions were marked by me, however, all were rejected. I have verified myself at 10,000 casinos and have never had a problem of the same and you have already paid out to my account because I already verified this after the first withdrawal. So I am now asking for quick and thorough processing so that I can finally pay out.
Dear Savaspin Casino,
Thank you very much for your feedback. To make sure we get this right and avoid any further delays, could you kindly let us know what specific details you would like to see in the statement, or give us any hint of what might be missing? This way, the player can resubmit it properly, and we can move things forward together.
We truly appreciate your cooperation and support.
Hello!
We would like to clarify that for the Source of Funds verification, we require a bank statement covering the last three months: July, August, and September. Additionally, the bank statement should still clearly show the deposits made to your casino account, even if not made during this period.
The document you have already uploaded does not cover the required three-month period. Please upload the appropriate bank statement to your verification page, and it will be reviewed as quickly as possible.
Thank you for your understanding.
Best regards,
Savaspin Casino
????? This is all there. I have paid via Apple Pay and uploaded the bank statement from August containing the transactions several times.
Dear jann123,
Could you please provide a 3-month bank statement (July, August, and September) to the casino, ensuring that all of their stated requirements are met?
Thank you very much for your kind cooperation.
Dear Savaspin Casino Team,
can you please review the documents and let us know if there are sufficient enough?
Thank you so much in advance
I sent the statements from June 1 to October 8. However, I only played at Savaspin in August. So if I don't get my money now, is there a way to complain to the casino's license holder?
Dear jann123,
I truly hope, the casino will find find the documents sufficient enough.
If that cannot be solved, you can find more about complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.
Dear Savaspin Casino Team,
please let us know if are the documents sufficient enough, or there is something else you need from the player.
Thank you so much in advance
Hello jann123,
We would like to inform you that you should have received an email from us containing the most recent update regarding your case. As part of the next step, please proceed to request the withdrawal of the full remaining balance from your casino account.
We appreciate your understanding, patience, and cooperation throughout this process.
Best regards,
Savaspin Casino
Doesn't work... it still says I have to verify my bank statement
Dear jann123,
Could you please forward the email from the casino to my email address? [email protected]
Dear Savaspin Casino Team, can you please let us know why is player´ s bank statement still not verified?
Thank you so much
I also sent two other emails from the casino about the first withdrawal. My account was verified, and they paid out. Then, suddenly, with the second withdrawal, the problems started.
I should also mention that I am also verified at Nine Casino, Bruno Casino, etc., which are of the same name, and have already made several withdrawals.
Dear jann123, I havent received anything. Can you please send it again? [email protected]
Hello jann123,
We would like to inform you that the issue you experienced with your withdrawal was due to a temporary technical matter. Our team has since resolved it, and you should now be able to submit a new withdrawal request without any further difficulties.
We kindly ask you to initiate a new withdrawal at your earliest convenience. Should you encounter any issues while doing so or have any additional questions, please do not hesitate to contact us.
Thank you for your patience and understanding.
Best regards,
Savaspin Casino
Now I can actually request the payout. Let's see what happens....
Dear jann123,
I have received the emails. Thank you!
I am glad, you are verified now! Please keep me updated regarding the withdrawal process.
Thank you very much in advance
Dear Savaspin Casino team, can you please state the reason why the player´s withdrawal has been rejected?
Thank you very much in advance
Hello!
The withdrawal attempt failed due to a malfunction on the payment provider’s side. Consequently, the payment method was switched, and a new withdrawal request was initiated. The withdrawal was successfully processed from our side on the 19th of October at 04:20 UTC.
Please note that funds transferred via bank transfer may take up to 5 business days to be credited to the user’s bank account. If the funds are not received within this timeframe, kindly inform us so we can investigate further.
Best regards,
Savaspin Casino
Thank you Savaspin Casino Team for the good news!
Dear jann123
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
Dear jann123,
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.
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,
Martina
Casino.Guru
