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Good day,

I deposited 1400 EURO in the casino "SPINCITY" and won 8000 Euro. Without a bonus.

I wanted to verify my account now. I have verified my phone number, but I cannot verify my address but my email address.

I just don't get an email from the casino...regardless of whether it's advertising, a newsletter or anything else. After asking my provider, it is definitely the casino. I don't have spam filters or anything...

Now I'm trying to ask the casino for help but just can't get any real feedback on the problem...

I can't currently pay out anything as long as the mail is not verified... I had suggested changing the mail address but that was rejected..

Best regards

Guten Tag,

ich habe im Casino "SPINCITY" 1400 EURO eingezahlt und damit 8000 Euro gewonnen. Ohne Bonus.

Ich wollte mein Konto nun verifizieren. Meine Telefonnummer habe ich verifiziert, meine Adresse aber meine Mailadresse kann ich nicht verifizieren.

Es kommt einfach keine Mail des Casino bei mir an...egal ob Werbung, newsletter oder sonstiges. Nach Nachfrage bei meinem Provider, liegt es definitiv am casino. Ich habe keine Spam filter oder sonstiges...

Nun versuche ich das Casino um Hilfe zu bitten aber bekomme einfach keine richtiges Feedback zu dem Problem...

Ich kann aktuell nichts auszahlen solange die Mail nicht verifiziert ist...ich hatte vorschlagen die mail Adresse zu ändern aber das wurde abgelehnt..

viele Grüße

Hello teenagemutants808,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinCity 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 speak to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello

Unfortunately, it doesn't even go as far as requesting any documents, as I haven't received any emails from the casino regarding payout / verification

this morning the first mail from the casino arrived: however standard: that I should be patient and that the responsible department will take care of my problems... I've been hearing that in the chat for days

the casino answers the chat quite quickly but my problem

1) that I cannot verify my email and therefore no payout is initiated

2) the payout is pending but no documents are requested

I know it can sometimes take longer but I've never had a situation like this...

am a bit helpless

thank you for your efforts

Hallo

leider kommt es nichtmal so weit das irgendwelche Dokumente angefordert werden, da ich keine Mails vom Casino erhalten habe bzgl Auszahlung / Verifizierung

heute morgen kam die erste Mail vom Casino an: allerdings Standard: das ich mich geduldeten solle und die zuständige Abteilung sich um meine Probleme kümmert… das höre ich allerdings seit Tagen im Chat schon

das Casino antwortet im Chat recht zügig aber mein Problem

1) das ich meine Mail nicht verifizieren kann und somit keine Auszahlung veranlasst wird

2) die Auszahlung auf pending steht aber keine Dokumente angefordert werden

ich weiß dass es öfters mal länger dauern kann aber so eine Situation hatte ich noch nie…

bin etwas hilflos

danke für eure Mühen

Thank you teenagemutants808 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello teenagemutants808,

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC or AML lightly.

I will contact the casino to shed more light on this matter.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

Can you please provide more information regarding the player's verification delay? If you have some unexpected issues to sent important information to the player's "main" email, can this be sent to an alternative one?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Samujlo1988's account was verified on 2023-02-22. He managed to create a withdrawal requests on 5000 EUR and his requests were successfully processed on 24.02.2023.  

His email address was also confirmed. 

In case of additional questions regarding this complaint do not hesitate to ask. 

Thank you for the response, SpinCity Casino team.

Dear teenagemutants808,

Can you please confirm if you have successfully received the first withdrawal?

Dear teenagemutants808,

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.

Dear teenagemutants808,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal