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FelixSpin Casino: withdrawal stuck for over a year

I deposited money into my FelixSpin account between October 2024 and March 2025, and I still haven't been paid out.

Since then, the casino has repeatedly asked for verification documents (bank statements, card photos, source of wealth statements, payslips), rejecting or ignoring each one and asking for something different. In March 2025, they confirmed in writing that my account was verified, but then denied my withdrawal anyway. In July 2026, I was told my account wasn't verified after all, contradicting that earlier confirmation.

Over the following weeks, I provided every document requested, including a written explanation for one discrepancy, but the casino kept reverting to earlier requests as if nothing had been submitted. I've dealt with several different support agents giving conflicting instructions, and none of it has resolved my account status or gotten my withdrawal paid.

I'm asking for my account to be verified and my withdrawal to be paid out.

Best,

Shauna.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you access your casino account between March 2025 and July 2026 and attempt to complete the verification process?
• Has the casino approved the source of funds documents you provided last year? Could you please forward me the documents you submitted as proof of your source of funds in March 2025?
• Have you provided any new documents to verify your source of funds in July 2026? If so, what types of documents did you provide, and have they been reviewed and approved by the casino?
• Could you please specify how many deposits you have made into this casino and the amounts of each deposit?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear msshaon900,

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.

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thanks again,

Shauna

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thank you, Shauna

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thanks again,

Shauna

Could you please send me any evidence showing that you were in contact with the casino between March 2025 and July 2026? You can forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika,

Appreciate you digging into this. To go through your questions

1. Yes, between March 2025 and July 2026 I went back into the account and tried to finish verification more than once, submitting whatever they asked for each time.
2. Not entirely. When I checked their portal, one of the statements came back approved and another came back rejected, same day, same stated reason for both. I've attached the documents I originally sent as proof of source of funds.
3. Yes. In July 2026 I was asked again, first for another proof of funds document, then told payslips were what they actually needed, so I sent those too. None of it has been marked approved, and they eventually circled back to asking for the same 2025 documents all over again.
4. Honestly, I don't have the exact numbers off the top of my head. There were several deposits between October 2024 and March 2025, and I can get you the precise amounts once I check my bank records.

Dear msshaon900

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, Mirka (miroslava.d@casino.guru). 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

Dear msshaon900,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Felix Spin Casino representative to join this conversation.

Dear Felix Spin Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear Mirka,

Thank you for bringing this matter to our attention.

Following a review of the player’s account, we can confirm that the outstanding withdrawal is pending completion of the required Source of Wealth verification. On 19th of July, we asked the player to submit documents demonstrating the source of the wealth used for deposits made during January, February, and March 2025.

Acceptable documents may include salary statements, proof of business ownership, documentation relating to the sale of property, inheritance payments, or a divorce settlement, where applicable. To date, we have not received the requested documents.

We understand the player’s concern and are ready to proceed with the review as soon as the documentation is submitted through the Documents tab in the player’s account. Once received, the documents will be assessed as promptly as possible, and the player will be informed of the outcome.

Kind regards,

FelixSpin Casino

Dear msshaon900,

Please notify me, when you will be able to submit the requested documentation.

Thank you.

Dear msshaon900,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru