The player from Austria faced issues with withdrawing her winnings due to verification problems at the casino. Despite having provided all required documents for her bank transfer, the casino rejected the deposit receipt and requested confirmation for a date she did not make a deposit. The issue was resolved when she finally received her payout after further communication and cooperation with the casino. The complaint was marked as 'resolved'.
Spin Fever Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €250
Spin Fever Casino
Safety Index 8.1 HighCase summary
Discussion
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1 year ago
Translation
Hello! I've been playing there for a while and won for the first time. Now the casino is causing major problems with verification. I transferred by bank transfer and sent all the required documents. The casino rejects the deposit receipt every time and demands confirmation from June 25th at 10:00 AM. However, I didn't deposit anything there that day. So, it's impossible. Please help!
Automatic translation:
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1 year ago
Dear claudi3110,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Fever Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you used your own bank account to make the particular deposit? Have you made more than one deposit to the casino using that payment method?
- Did the casino explain why the particular transaction is important?
- Did you achieve your current balance with the help of a bonus?
- Could you please explain which documents you submitted to the casino so far as valid proofs of deposit?
- Could you please share with me your communication with the casino regarding the verification requirements to support your complaint? 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
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12 months ago
Dear claudi3110,
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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11 months ago
TranslationHello! I finally received my payout! Thanks
Automatic translation:
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11 months ago
Dear claudi3110,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
