The player from Italy had submitted all required documents on 10-25 before winning €500, but after requesting a withdrawal, the casino continued to ask for additional documents. The lengthy response times and repeated requests seemed like excuses to delay payment, and the player's withdrawal remained pending. The issue was resolved when the player received an instant transfer after the documents were finally approved, although the player expressed frustration over the delays and excessive verification checks. The complaint had been marked as 'resolved' in the system.
Need For Spin Casino - Player's withdrawal is delayed due to repeated document requests.
Amount: €500
Need For Spin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Need For Spin Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hello, I submitted all the documents correctly on 10-25.
I did this before winning €500, and since I requested the withdrawal, they have been continuously asking for more and more documents. It seems like an excuse not to pay my winnings. Furthermore, their response times are very long. They email saying they can't see the residential address. Then they want the document to be not older than three months. I've provided everything they asked for, but my payment is still pending.
Automatic translation:
Public
Public
1 month ago
Hello carlito83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Need For Spin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
Hi Nick. I had checked everything when I first signed up to the casino, suddenly as soon as the winnings arrived they asked me for further verification of the bank statement or a bank letter showing my address no older than three months. I sent a bank communication from Poste Italiane dated October 12, with the original PDF downloaded from the Poste website. I had previously sent the Sky Internet bill but they didn't like it, even though it was dated mid-August, so this one was also three months old. Now they've been continuing for a week, the big problem is that between their response and my resend of documents, two days pass and they don't work on the weekend... I've been waiting for a withdrawal of 500 Euros for more than ten days, obviously I was polite and in the email I asked them if they intended to pay my winnings, or not, because I was going crazy sending documents continuously. It's quite frustrating.
Automatic translation:
Public
Public
3 weeks ago
Hello Carlito83,
Please note that the 14-day period for the KYC verification process typically begins once a withdrawal request is made. If it has been less than 14 days, I would advise submitting all requested documents and allowing the process to proceed.
If the verification takes longer than expected, please let me know, and we will do our best to assist.
Best regards,
Nick
Public
Public
3 weeks ago
Translation
Hi Nick problem solved. But I have to be honest, I have not changed any document that I had already sent. So I suppose they procrastinated. I must also admit in their defense that approved on Monday they made me an instant transfer. But still too much time and too many checks, thanks to you for the support.
Automatic translation:
Public
Public
2 weeks ago
Dear carlito83,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
