SpinCity Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I changed my phone number a long time ago and reported it via chat back then. The app still showed the old number, which I couldn't edit myself; I reported the issue, but no one ever updated it. Yesterday, I won and wanted to withdraw in crypto, but I suddenly found out that—despite my earlier request—the number hadn't been changed, so the withdrawal was blocked until the update went through. I said okay and waited for the call. First, I was told they couldn't get through, even though no one had actually called. I provided the number again and again, but they kept claiming there was a connection problem. I should add that I have all call-blocking features disabled on my phone. I waited for the call again—nothing—and they claimed there were technical issues on their end. They’re simply stalling—"can't get through," "technical problem"—who would believe that? Meanwhile, I’m still waiting, constantly hearing that they won't process the withdrawal until verification is complete.

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Dear Tasior,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that verifying your phone number seems to be the only issue?
• Have you provided any documents to verify your identity? Have they all been approved?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

It’s funny how they don't need verification when I point out they could just send an SMS confirmation—like the system allows—but no, they insist on calling. Then you wait in silence, only for them to claim I didn't pick up—even though there was no call—followed by an excuse about a technical issue. So I just keep waiting and waiting; they’re clearly stalling.

I’ve never made a withdrawal before, but I did make deposits using the same Revolut account I used for the withdrawal request—all the details match. You won't get any real info; they’ll just say they’ll let you know. It’s just strange that they suddenly brought up a change of number I’d reported ages ago—right when I requested a withdrawal—even though it wasn't an issue when I was making deposits.

Yesterday, I received a message from them asking for a date and time when they could call; I specified today at 12:00. Unfortunately, no one called—all calls are marked as spam on my phone, and I haven't unblocked anything. Now they’ve sent an email saying I missed the call and couldn't withdraw the funds, even though I can prove that there wasn't a single call from them on my phone.

I just spoke with the phone carrier—I’ll post a screenshot, of course, showing there are no blocks on the network side—but they claim they called. So what can I do about the fact that I didn't answer, even though I have proof—as you can see—that they didn't?

You are deliberately misleading players by providing a link to MADRE.

I already contacted MADRE and they confirmed they will not handle any complaint against EXITOROS SRL / spincity.global because you are licensed by Tobique Gaming Commission, not by the Malta Gaming Authority.

Despite this, you keep the MADRE link on your website and keep directing players there. This is clear and intentional misrepresentation.

Why do you display a complaint link to an organization that has no jurisdiction over you?

Please stop avoiding the question and give a direct answer.

Dear Tasior,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Tasior,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

Could you please clarify whether you have only attempted to contact the player by calling their new phone number, or whether you have also tried sending a verification code via SMS?

From what I can see, the player's phone number, +48 ****** 623, appears to have a valid Polish mobile-number format. Furthermore, as the player has indicated, there are no restrictions on receiving calls, including international calls. In light of this, it is somewhat unclear why you have been unable to successfully reach the player.

Could you please make another attempt to verify the player's new phone number? Alternatively, if calling or SMS verification continues to be unsuccessful, would you be able to offer the player another reasonable method of confirming ownership of the new number?

I would appreciate your cooperation in finding a practical solution that would allow the verification to be completed.

Thank you in advance.

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

Dear Tasior,

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,

Michal