The player from Austria had been waiting over 24 hours for a withdrawal, which was canceled and returned to their account. They faced multiple account verification requests, despite having previously provided the necessary information. This experience raised doubts about their continued play on the site. The issue was resolved when the player received document approval and their winnings were transferred instantly, despite the initial delays. The Complaints Team marked the complaint as resolved and encouraged the player to reach out if future issues arose.
Felix Spin Casino - Player's withdrawal has been delayed and canceled.
Amount: €250
Felix Spin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Felix Spin Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I have now been waiting over 24 hours for my withdrawal, even though customer service informed me that they would re-initiate the process. Now suddenly, both withdrawals have been canceled, and the money has been returned to my account. I am being asked to verify my account with all sorts of data. I only sent the name, date, and account number from the bank statement, cropped, because in my opinion, more than that is none of their business! After all, I also sent the money to them from this account, and it's in my name! I find it disappointing because I actually liked the site. But if it's already this complicated with the first withdrawals, I'm not sure if I can keep playing there. I have restarted the withdrawal process again with the total amount of €250. I'm curious to see what happens next, and I hope you can assist me with this? 🫣
Automatic translation:
Public
Public
3 months ago
Hello Gingerrina,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Felix Spin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process is mandatory in every single online casino and you have to provide all the documents requested by the casino.
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
Public
Public
3 months ago
Translation
Hello Nick,
yesterday the withdrawal process was running, which was then suddenly cancelled today, and I was told that I still had to verify my account details. I have now sent a cropped bank statement where you can read the date, IBAN, account holder, bank, and the word bank statement, as the site has nothing to do with my transfers. I then sent the front of my bank card (where nothing but the bank name is at the top) and the back (name, IBAN, BIC, card number,... everything except the authorization number and the CWC code). That was this morning, and when I asked in the chat I was told that this was necessary so that no one else gets the money (it goes back to the same account from which the payment was made). Now I have to wait another 24 hours because the account verification suddenly takes 24 hours (phone, email, and driver's license were instant) and then I have to wait another 24 hours for the withdrawal to be processed, because it will probably be cancelled again in the meantime, and then it will take another 5 working days from approval.
So the account verification has not been approved yet. I last chatted with an agent today at lunchtime, who said I have to wait 24 hours... I'll wait the 24 hours, I have no idea why it takes so long to verify the account when I've already sent the bank statement AND the card with the relevant data!? In my opinion, more information is data protection and is that almost too much of a good thing, or am I wrong? 😅 Thank you in advance for your efforts.
LG Sabrina
Automatic translation:
Public
Public
3 months ago
Translation
Lo and behold, it finally works, I received my approval of the documents 40 minutes ago AND my money was transferred instantly, even though this normally takes 5 working days. Now that I was on the case, they really took care of it.
Thank you very much for your site. I'm wondering if I can continue playing there, or do you think it could happen again at any time that they refuse?
Best regards and many thanks
PS: Can you recommend a site that I can use as an Austrian, with a high RTP and no need to wager my deposit three times or anything like that?
Automatic translation:
Public
Public
3 months ago
Dear Gingerrina,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
