SpinCity Casino - Pelaajan kotiutus viivästyy ja tili on suljettu.

I am submitting this complaint due to the operator’s ongoing refusal to provide their official ADR provider details, despite multiple requests over several days via both chat and email.

I have repeatedly asked for the name and contact information of the ADR provider in order to escalate a dispute formally. Each time, I was either given generic responses, told the request had been forwarded internally, or directed to general website information. At no point was I provided with the specific ADR provider or a clear method to initiate a formal complaint.

This issue is occurring alongside a series of problems with withdrawals and support communication. My first withdrawal was delayed beyond the quoted timeframe due to incorrect information about my verification status. My second withdrawal was declined after 26 hours due to wagering requirements that were not disclosed during multiple support check-ins, despite me actively asking if there were any issues.

After raising concerns and attempting to file a complaint, my account was temporarily suspended citing "well-being" reasons, without clear explanation, and I have continued to face delays in processing my current withdrawal.

The main concern is that I have been unable to access an appropriate dispute resolution channel because the operator has not provided the required ADR information, preventing me from escalating this matter through the proper official process.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I understand your concerns regarding the lack of information about an ADR provider. However, after reviewing the casino’s available information, it appears that the operator does not list any ADR provider in their Terms and Conditions, and it is possible that they do not cooperate with any ADR service at all. For this reason, we are unfortunately unable to assist you in identifying or contacting a suitable ADR channel.

If you wish to pursue this matter further, you may consider contacting the casino’s licensing authority directly, as they may be able to provide additional guidance.

That said, we can still assist you with issues related to your withdrawals. If you are experiencing delays, declined payments, or unclear communication from the casino regarding your withdrawals, we would be happy to investigate this matter further and try to help resolve it. To better understand your situation, I would like to ask you a few questions:

• Are there any pending withdrawal requests currently in your account? If so, when exactly did you submit these requests and how much did you request to withdraw?
• Did you accumulate your winnings with or without a bonus?
• Has the casino specified how long your account will remain suspended?

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

Hello Veronika,

Thank you for your response.

I can confirm that the 3,000 CAD withdrawal has now been successfully processed, so there are no pending withdrawals on my account.

My concern now is around the account suspension and the reasoning provided. I was initially told the suspension was due to "mental health" or "well-being" concerns, which felt inappropriate and was communicated immediately after I asked to file a complaint. I do have screenshots of this.

In a later message, I was told the suspension was instead a standard security measure related to the withdrawal process. These explanations directly contradict each other, and I haven’t received a clear or consistent reason for the action taken.

I’d also appreciate any guidance on whether casinos are required to provide a formal external complaint channel or process of an ADR provider is not available, especially in situations like this.

Please let me know if you need any additional information or screenshots.

Best regards,

Jody

They have now closed my account.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Scotchunicorn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika