The player from Italy faced repeated cancellations of his withdrawal requests despite having uploaded all necessary documents and receiving confirmation that he was fully verified. His latest withdrawal request was rejected without a clear explanation. The issue was resolved after several attempts by the player to communicate with the casino. We marked the complaint as 'resolved'.
SpinsUp Casino - Player's withdrawal has been rejected.
Resolved
Our verdict
Case closed
Amount: €550
SpinsUp Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello, I have had my withdrawal cancelled more than once, telling me that some documents were missing to be able to withdraw, documents subsequently uploaded all and also asked on live chat if I had to upload others, replying that I was perfectly verified and ready to withdraw.
Withdrawal request then rejected without specifying the reason.
Automatic translation:
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7 months ago
Dear stefano107,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise which documents you have already provided and which documents the casino requests from you?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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7 months ago
Dear stefano107,
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.
Public
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7 months ago
Translation
Hi, everything is solved, after a few attempts I managed to solve the problem
Automatic translation:
Public
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7 months ago
Dear stefano107,
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
