HomeComplaintsLordSpin Casino - Player faces delayed withdrawal and lack of communication.

LordSpin Casino - Player faces delayed withdrawal and lack of communication.

Amount: €200

LordSpin Casino
Safety Index:Below average
Submitted: 15 Aug 2024 | Resolved : 22 Aug 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 months ago

The player from Greece had fulfilled the wagering requirements for a bonus and had requested a withdrawal of 200 euros but had not received any response after sending the required verification documents for five days. The issue was resolved after the casino responded to the player.

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3 months ago
Translation

Good evening! I registered with a deposit bonus at the casino and fulfilled all the wagering requirements, so I could make a withdrawal. I requested a withdrawal of 200 euros and sent all the required documents for verification but waited 5 working days. I sent an email, and they did not respond. The chat feature within the casino is not working. I cannot contact anyone to resolve my issue. I canceled the withdrawal and tried a different method this time, depositing 40 euros, but still nothing. Since 8/8/24, there has been no verification, and they have not communicated whether they need any additional documents. This seems like a scam.

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3 months ago

Dear chrisprf,

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.

Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. If there is no development by the end of this timeframe, please get back to us and we will intervene.

Thank you for your patience.

Best regards,

Kristina

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3 months ago
Translation

Thanks. At the moment I have made a small withdrawal of 40 euros which is the minimum. Do I need to request a withdrawal for the full amount?

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3 months ago
Translation

I made a new withdrawal of 200 euros and I'm waiting.

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3 months ago

Dear chrisprf,

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.

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3 months ago

everything is fixed!! They responded and we solved the problem! You can close the case

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3 months ago

Dear chrisprf,


We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 


As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

file

Thank you in advance for your time. 


Best regards, 

Kristina

Casino.Guru 

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