The player from Mexico encountered difficulties withdrawing winnings after reaching a limit of 900 Mexican pesos, prompting him to stop playing. He discovered that a new casino, Japock City, was the same entity under a different name, with identical withdrawal limits, leading him to feel mocked and unfairly treated. The Complaints Team attempted to gather further information by asking the player to clarify his issue and confirm details regarding his winnings and KYC verification. However, due to a lack of response from the player, the complaint was ultimately rejected.
Spin Casino MX - Player faces withdrawal limit issues and account restrictions.
Amount: Mex$900
Spin Casino MX
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
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1 month ago
Translation
The issue began when I started winning. I noticed that the withdrawal amount was increasing until it reached 900 Mexican pesos. Unable to believe it, I attempted to withdraw two or three times that amount, but it became increasingly difficult. Because of this, I had to stop playing at the casino. They no longer applied the bonuses offered for deposits, and I sent them an email complaining. The curious thing was that I saw an advertisement for a new casino named Japock City, which I joined. To my surprise, it was the same casino under a different name. Being new, supposedly, before depositing or playing, I checked the amount I could withdraw, and guess what? It was the same, 900 pesos. It seemed like a mockery to me. The casino is supposed to be new. I don’t know how they operate or how they can be the same with a different name and impose the same withdrawal limit that they had at the mentioned casino. I think it’s unfair, all because I was lucky enough to win. So, it's a lie that they like to see their customers happy.
Automatic translation:
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1 month ago
Dear azulpsicopata,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 weeks ago
Dear azulpsicopata,
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 weeks ago
Translation
At spin casino I did withdraw several times and logically it was verified but from 100 Mexican pesos they went up 200 and 300 until reaching 900 and in the casino where I registered again the amount of 900 already appeared for withdrawal request with the same spin interface the japock city casino was supposedly new
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2 weeks ago
Dear azulpsicopata, could you please clarify your issue? Are you referring to daily, weekly, or monthly withdrawal limits, transaction limits, or maximum cashout from bonuses?
