Spinight Casino - Player's withdrawal is being delayed.

I've been trying to withdraw what I have in my account for a long time but they won't pay!

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Dear RafaZermiani,

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 that I can fully understand the situation.

When exactly have you submitted your withdrawal request?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

What types of games did you play? Were they slots, live casino games or did you place bets on sports?

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,

Veronika

Good afternoon! I can't access my account and I've already sent the requested documents and also my bank statement! But months have passed and I haven't received what's in my account!

Could you please specify when exactly you sent your identity documents to the casino for verification, and when exactly you submitted your withdrawal request?

Kindly forward me the most recent communication between you and the casino regarding the verification of your account and the delay in processing your payment at [email protected].

I sent them all the documents they asked for, including my bank statement! Now they've asked me for the statement showing the bank logo, and all the statements I've sent to various bookmakers have been fine! The only one who "demanded" this was them! Totally unnecessary! Then they're in this situation, literally begging me to pay them, when everything is fine, nothing illegal!

I understand your frustration. Sometimes, however, casinos need to perform additional verifications for various reasons. These checks are usually a one-time process, and once your account is fully verified, future withdrawals should be much smoother.

I have not received any emails from you yet. Could you please forward me the most recent conversations between you and the casino regarding your verification to [email protected]? If possible, kindly include the documents you sent to the casino.

Also, please let me know what types of games you played.

Dear RafaZermiani,

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.

Good morning! I'll send you these recent chats! And what was sent! But I'll say it again... this whole situation is ridiculous! I've sent everything that was asked for and they're doing this disregard to pay soon, since everything is legal! The guy has to be subjected to this, it's over!

Dear RafaZermiani

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello RafaZermiani,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinight Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which RafaZermiani can expect his withdrawal to be processed? Alternatively, are there any additional issues, specifically those that might me concerning verification?

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for bringing this case forward. After reviewing the complete history on our side, we would like to outline the actions taken throughout the process:

September 21: The player’s account was temporarily care-listed pending standard verification.

The player contacted support shortly after, and the request for information was escalated to the relevant team.

October 4: The player was informed that they could log in and proceed with withdrawal once verification was completed.

October 11: Our verification department requested the required documents, including ID, selfie, selfie with ID visible (AOS), and bank transaction history for the period 11.09–11.10.

October 14: The player submitted documents for review.

October 15: The player was asked to provide the September bank statement in PDF format with the bank name or logo clearly visible, as required by regulatory procedures.

October 21: Additional documents were submitted, but they were not correctly uploaded and could not be verified.

October 29: The player stated they would not send further information. Later that day, new documents were submitted but were rejected because the September bank statement still did not include the required visible bank name or logo.

November 3: The player was informed once again that the September bank statement must show the bank’s name or logo. No further response was received.

As of now:

As soon as the player provides the September bank statement with the required visible bank details, the verification can be completed and the withdrawal processed immediately. This requirement is a standard compliance measure.

We remain available to finalize the process as soon as the correct document is received.

We are looking forward to getting this situation handled as soon as possible.

Regards,

SpiNight Team

Dear casino representative,

thank you for your response and for providing us with your point of view.

Dear RafaZermiani,

could you provide the casino with a document which meets the stated requirements? Alternatively, if you believe the document you have already submitted is sufficient, please send it to [email protected] for review.

Good afternoon! I will provide this document with the bank's logo.

bank logo and solve this once and for all!

Thank you! Which e-mail?

Dear RafaZermiani,

I believe you can send the document to [email protected]. As for me, the only e-mail I use is [email protected].