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Ladies and Gentlemen

I hereby file a complaint against the casino Spincity, as they refuse to pay out my winnings.

In the chat I have been put off for weeks with the excuse of excessive volume, which I also mentioned, but unfortunately no payment has been made to date.

Then there was the problem that during verification, something new was always found that needed to be verified, even though we had already made a payout to this casino.

It would be kind of them to contact this casino.

Kind regards

**** Melanie

Sehr geehrte Damen und Herren,

Hiermit möchte ich eine Beschwerde gegen das casino Spincity machen,da sie mir mein gewonnenes Geld nicht auszahlen wollen.

Im chat werde ich seit wochen vertröstet mit dem Satz zu hohes aufkommen,was ich auch angesprochen hatte aber leider bis dato keine Auszahlung stattfand.

Dann gab es noch das Problem das man bei Verifizierung immer wieder etwas neues gefunden hatte was verifiziert werden musste aber wir bei diesem casino schon einmal ausgezahlt haben.

Es wäre lieb von ihnen sich mit diesen casino in Verbindung zu setzen

Mit freundlichen Gruß

**** Melanie

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Dear Mellenico80,

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 made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Mellenico80,

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,
Tomas
Casino.Guru