SpinCity Casino - Pelaajan kotiuttaminen on estetty.

I'm having trouble withdrawing my winnings.

I will point out that this was supposed to be the second withdrawal. The first one went through normally and the second one during the verification I was blocked without any explanation. After I wrote an email they kindly replied that I had allegedly broken a rule of the regulations regarding payment with a card that is in my daughter's name, but I am authorized to use it and I have confirmation from the bank. I made all transfers in the same way as the previous withdrawal was also to the account to which I am authorized. I had no possibility to send all the documents for verification on their website because they had some internal problem, but through the chat I got information that they would contact me by email, but unfortunately they did not give such an option, they just blocked me. When I sent them an email confirming the agreement from the bank that I was authorized to the account and card, they replied that there was no possibility of withdrawing the decision to block my account. For me, this is a deliberate fraud so as not to withdraw larger amounts. Previously, it did not bother them that they sent money to the same account

Mam problem z wypłatą wygranej.

zaznacze ze to to miała być druga wypłata. Pierwsza przeszła normalnie a druga podczas trwania weryfikacji zostałam zablokowana bez żadnych wyjasnien . Po moim napisaniu maila łaskawie odpisali ze rzekomo złamałam zasadę regulaminu odnośnie płatności kartą która jest na córkę natomiast ja jestem upowaniona do jej używania i mam na to potwierdzenie z banku . Wszystkie przelewy wykonywałam tak samo jak wypłata wcześniejszą też była na konto do którego ja jestem upowaniona . Nie miałam możliwości na ich stronie dosłać wszystkich dokumentów do weryfikacji ponieważ mieli problem jakiś wewnętrzny ale przez czat dostałam informację ze będą kontaktować się mailowo ale niestety nie dali takiej możliwości tylko mnie zablokowali. Kiedy im wysłałam na maila potwierdzenie umowy z banku ze jestem upowaniona do konta i karty odpisali ze nie ma możliwości cofnięcia decyzji o zablokowaniu mi konta . Dla mnie jest to celowe oszustwo by nie wypłacać większych kwot . Wcześniej nie przeszkadzało im ze wysłali pieniądze na to samo konto

Dear MONIKAWZ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you, could you please clarify the following details?

• How much was your first withdrawal?
• Have you tried contacting the casino through live chat again, or was email your only method of communication?
• Additionally, on the bank document you provided, it states that you are the legal representative of the account. Could you confirm whether you are also the official owner of the account, or if it is solely in your daughter's name?

If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots, please forward them to petronela.k@casino.guru. The more details we have, the better we can assess the situation and communicate with the casino on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, I sent an email with spin city casino, the first withdrawal was for the amount of 1000zl (to the same account), I used this account and card all the time. When the verification was in progress, I wrote to the chat but they replied to me to be patient and if something does not suit them, they will ask for more documents, but this did not happen, I was blocked immediately. I wrote to the email explaining that I can legally use the account and card, but I got a response that nothing can be done and they will definitely not unblock my account. The account is for a minor child, I am the legal representative of the account, which is equivalent to the law that I decide on everything related to the account. As a parent, I have the right to deposit, withdraw, transfer and use the card. My name is on the document from the bank and the account

Witam ,wysłałam na maila korespondencję z spin city casino , pierwsza wypłata była na kwotę 1000zl( na to samo konto) cały czas korzystałam z tego konta i karty. Jak weryfikacja była w toku to pisałam na czat ale odpisywano mi bym była cierpliwa i jak coś im nie będzie pasować to poprosza o więcej dokumentów lecz tak się nie stało tylko odrazu zostałam zablokowana. To ja napisałam na maila z wyjaśnieniami ze prawnie mogę korzystać z konta i karty ale dostałam odpowiedź że już nic nie można zrobić i napewno nie odblokują mi konta . Konto jest na niepelnoletnie dziecko , ja jestem prawnym przedstawicielem konta co jest równoznaczne z prawem że to ja decyduje o wszystkim co z kontem jest związane. Jako rodzic mam prawo wpłacać, wypłacać, przelewać i korzystac z karty . Na dokumencie z banku i rachunku jest moje nazwisko

I sent the rest of the documentation to you by email

wysłałam resztę dokumentacji do Was na maila

Hi MONIKAWZ,

Thank you for providing the additional information.

While I understand your frustration, I must clarify that even though you are the legal representative for the account and card, you are not the official owner of the account. This is a crucial detail. According to Anti-Money Laundering (AML) regulations, casinos are required to ensure that funds are transferred to an account that is fully under the name of the player, and this includes being the rightful owner of the account, not just a representative. This could explain why the casino has raised concerns and blocked your withdrawal.

Unfortunately, due to these AML concerns, it seems that we won’t be able to assist you further in this case. The restrictions placed on your account are in place to ensure compliance with legal and regulatory standards.

Unfortunately, due to these restrictions, it appears that we won’t be able to assist you in this case. I truly wish I could offer more support, but based on the regulations in place, your complaint seems to be unjustified.

Thank you for your understanding. Please let me know if you feel I've missed any important details, and I look forward to hearing from you.

Dear MONIKAWZ,

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 MONIKAWZ,

Based on Anti-Money Laundering (AML) regulations, casinos are required to transfer funds only to an account under the player’s name. Since you are not the official account owner, the casino's concerns about the withdrawal are valid. Unfortunately, this means we cannot proceed with your complaint, as it is linked to compliance issues that prevent us from offering further assistance.

Thank you for your understanding. If you believe there are important details we have overlooked, please let us know.

Best regards,

Petronela

Casino.Guru