LionSpin Casino - Player’s winnings haven’t been received yet.

I requested a withdrawal yesterday at 23:00 and so far my money has not been received. I've been in contact with the chat several times and the payment is still pending approval, with no clear reason.

I have already verified my account and sent the required documents. I received an email confirming that everything is OK with the documents. In the chat, they cannot explain the reason for the delay and

they just tell me to wait. This level of service from these casinos in handling payments is disappointing. On other platforms, payments are done through Pix and there is no delay, the payment is made instantly. In my opinion, they do this so that we continue to gamble and probably end up losing everything because this delay is not explainable.

Dear mayravp,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Is it serious to wait weeks? Inadmissible

worst platform I've ever played I'll wait for the money to drop and I'll delete the account

in other casinos the money drops instantly or within a maximum of 72 hours

Small value imagine if it was a greater value

One more day of complaints my withdrawal was not approved and my money was returned to the platform now they are asking me for a birth certificate it's a lot of nonsense I've never seen that in my life casino asking for a birth certificate papa approving a payment

I've been trying to withdraw my money and verify my account without success for days, at first my verification was all correct and the documents approved, after I tried the first withdrawal hell started, they asked me for identity and birth certificate

I sent it again and again it was not approved as my documents are accepted everywhere and they are correct but on this platform they are doing everything not to pay me and putting the documents as a form of blocking

500/5000

Dear mayravp and CasinoGuru,

Please be informed that the additional documents were requested by the Verification Department in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LionSpin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

Kindly note that this procedure is being done solely for security purposes, in compliance with KYC policies and money laundering prevention measures.

Let us assure you that we are not interested in not paying your well-deserved winnings and we always strive to make your time with us as enjoyable as possible. However, for now, as we can see in our system, your withdrawal request was canceled from your side.

In case of additional questions, please feel free to contact us again.

Regards,

LionSpin Team

Hello everyone,

Thank you both for your replies.

mayravp, I see that the casino gave you options to choose from - driver's license, passport, or birth certificate. Have you already provided any of those?

Dear mayravp,

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.

has already been resolved

Dear mayravp,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru