SpinCity Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I can’t withdraw my winnings on spincity gaming site due to verification problems. They said that they need to verify my account so that I can withdraw my money but they always reject the documents that I sent to them. I already sent them my bank statement, ID’s and plastic card but it’s always rejected. All the documents they told me to send them is sent by me but the ending, it’s rejected.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify if the casino has approved any of your documents, or if they have all been rejected?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Their system approved the verification, but the relevant department of their site always rejects my documents even though I always provide the required documents they needed.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i’m sorry but unfortunately, I didn't have any copies or screenshots of my conversation between me and the casino.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Stampede,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SpinCity Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinCity Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

the user was asked for a document confirming the Bank Transfer payment method. Please be informed that the user is requested to provide the following document to verify their account:

- Bank transfer - a photo of the plastic card or bank statement, where it is visible full requisites and the full name of the account holder. We do not accept screenshots of the documents or scanned copies. All 4 corners of the document must be visible.

Previously, this document was rejected because the first time user uploaded a document where all 4 sides were not visible. The next times - because the user uploaded a scan of the document instead of the original document.

We kindly ask the user to upload the original document.

In case of questions we will be glad to help.

Dear Stampede,

Could you please follow the casino's instructions and provide them with an original PDF file?

Please let me know once you provide the casino with the document.

Dear Stampede,

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.

I already sent them the original copy of my plastic card and bank statement PDF. They always reject the files that I'm sending them. It's like they don't want me to enjoy my winnings or they are just scams. $9000 is not a small amount of money, if they don't want to give my winnings to me, then so be it. I'm full of their scams.

Dear SpinCity Casino,

Could you please state why the player's provided documents were rejected?

I'll be awaiting your reply.

Dear Stefan,

for this month the user hasn't sent us any new documents and as it was mentioned earlier in this thread in our message, the last time a document was not accepted, because the user didn't send us the original pdf, but sent us a scan of the document.

We kindly ask the user to provide us with the original document.

Dear Stampede,

Could you please follow the casino's instructions and provide them with the original PDF file?

Please let me know once you do so. I'll be awaiting your reply.

Dear Stampede,

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,
Stefan
Casino.Guru