The player from Mexico had been unable to withdraw $2500 from the casino. Despite having submitted the requested documents, the money had been returned to the casino account. When he logged in recently, the player had found only 1000 pesos left in the account. The casino's customer service had not provided an explanation. However, the issue had been later resolved successfully, with the player confirming receipt of his money.
Spin Casino MX - Player's withdrawal has been denied.
Amount: Mex$2,500
Spin Casino MX
Safety Index:Above averageSafety 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.
7.9
Spin Casino MX has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
The casino refuses to pay me the amount of $2500, which has been held since the 7th of this month. Despite them asking for documentation, which I've already sent, they still refuse to pay me. Contrarily, they returned my money back to my casino account for me to bet with. They are not upholding their own terms and conditions, and furthermore, today when I logged back into my casino account, there was only one thousand pesos left. I requested an explanation from their customer service department however, they could not explain what had happened. I have screenshots of my account, the correspondence, my balance, and an email in which they mockingly state they will not give me a single peso.
Automatic translation:
Public
Public
10 months ago
Hello marioalealh59,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spins Casino MX. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
It was my real money not from any bonus since the bonus they wanted to give me was 250 pesos and they wanted me to pay them 27,000 thousand pesos, I have all the screenshots where my money is my money and not from bonuses and also I have screenshots where they withdrew all the 2,500 pesos and deposited it back into the casino account so that I can play it because Iván will not give me any pesos. I also have screenshots of my account and the movements they made In my account I also have the conversations of the person who assisted me telling me that I have not sent my documentation. I also have the screenshots where I sent them twice my documentation to the email they provided me, and they do not respect their terms and conditions either, since Their terms and conditions say that (withdrawal from 27 thousand pesos onwards up to 49,800 or if the amount is major), you will be asked for documents to validate the account, but if the withdrawal exceeds that amount, not for a smaller amount like mine, you can send everything. what I have captured and also the tricks that were in my account to withdraw my money, put it with other dates.
Automatic translation:
Public
Public
10 months ago
Translation
Ready, thank you, they already paid me my money today
Automatic translation:
Public
Public
10 months ago
Dear marioalealh59,
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,
Casino.Guru
