SpinCity Casino - Pelaajan kotiuttaminen viivästyy.

my account is fully verified. i was able to withdraw previously . I've talked to support multiple times complaining about the ridiculous wait time and nothing is being done about it. the withdrawal has been pending for over one month now.

Dear raphaellafrance98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to ask if any additional verification is needed for your withdrawal to be processed?

Could you please specify the bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you contacted the casino to ask if any additional verification is needed for your withdrawal to be processed?

-yes i have and I'm fully verified , they just tell me its taking longer than usual but its been a month and a half. they say it takes 48 hours . its been way longer

Could you please specify the bonus?

-it was a welcome bonus of 100% up to 300$

ive also sent you screenshots of my communications with spin city + my verification status with the casino showing im fully verified .

Dear raphaellafrance98, just to confirm — is it correct that your account was fully verified on April 11th?

Also, do you have any updates regarding your withdrawal since your last message?

the last document i submitted was on march 28th to complete my verification, which was my bank statement that i had to wait to receive from my bank to show proof of deposit. after that i was fully verified and i have been waiting for my withdrawal ever since . the actual date i won the money was on march 3rd. and its been pending ever since . there is no update from the casino and every time i try communicate with them they give the same answer saying it just taking longer than usual because they are experiencing a lot of requests. but its not normal it takes almost 2 month to get the money with no update.

Dear raphaellafrance98, have you received the money?

Still haven't received anything.

Thank you very much, raphaellafrance98, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear raphaellafrance98,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinCity Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

Thank you for your message. We are currently confirming the status of the verification process with the responsible department and exploring possibilities to expedite it. We appreciate your patience and will inform you as soon as we receive any updates on this matter.

ive been getting this same response from you since beginning of march. it is now 2 months later and i still haven't received my withdrawal.

Dear Jana,

User's withdrawal request was processed by us yesterday and is in success status.

We thank you for your assistance in resolving this complaint.

Dear raphaellafrance98,

please keep us updated when you receive your funds.

I've received it , thank you

Dear raphaellafrance98,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru