MarkSpin Casino - Player's account is closed and withdrawal is delayed.

I have deposited $50 in to the website and I pay and won $500.18 I try to withdraw and they send me a receipt that I believe is fake , I hav not received any money from them and I have called my bank and they can’t see anything coming regarding to them . I try to message a customer service they keep telling me the same thing and wait after nearly two day now they kick me out of the platform and I can’t login in my account and also the ignoring my messages and not responding to me at all anymore

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Thanks for the response

the casino doesn’t even let me to login in to my account and I have try many times to chat with the customer service but they not responding to me and completely ignored me ,

Thank you for the update. Please forward me all relevant communication between you and the casino’s customer support regarding the payment of your winnings at veronika.f@casino.guru.

Additionally, if you have been in contact with the casino in the meantime and there have been any new developments regarding your case, please let me know.

• Are you still unable to log in to your account? If not, has the casino explained whether your account was blocked or whether there are any technical issues with the website?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?

Dear Moee,

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.