The player from Finland requested a withdrawal of 620€, which the casino left in a pending state. The casino did not respond to emails and had closed their chat and help center sections. We requested additional information from the player, including verification status and withdrawal details. Despite setting a timer for the casino to respond, the player failed to provide further updates. Consequently, the complaint was rejected due to the lack of response from the player.
Spin Casino - Player's withdrawal request has been delayed.
Amount: €620
Spin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello, I have made a withdrawal request for the amount of 620€, but the casino refuses to process this withdrawal, leaving it in a perpetual pending state. They are also not responding to emails at all, and they have closed their chat and help center sections entirely. Could you assist me in any way to ensure the casino pays the money they owe me? Is it possible that the casino can just steal my money and not pay it back to me?
Automatic translation:
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5 months ago
Dear aleksislinko,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
Please understand, that without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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5 months ago
Translation
I have not received any contact from the casino even though I have been in contact with them by email. So I don't know what the problem is because the casino doesn't answer me at all. My account info says that there is no need to confirm it further at this point. If my account requires any additional confirmations, the casino can of course ask for them from me, but now they haven't asked for anything because I can't contact them. Winnings accrued without any bonuses.
thanks if you can help me
in solving this problem. I've never come across something like this before, where the casino doesn't handle withdrawals at all and doesn't respond to messages.
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4 months ago
Hi aleksislinko,
- Could you please verify if this is the correct URL for the casino website: https://www.spincasino.ca/?
Thank you.
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4 months ago
Translation
The address where I played is spincasino.com. The same casino also operates at spincasino.ca, but Europeans do not play at that .ca address, but at spincasino.com. Their support email is at support@spincasino.ca , but that address doesn't work for them at all at the moment, but there is only a notification that the email cannot be delivered. They still haven't paid me for my withdrawal and won't respond to any of my contacts.
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4 months ago
Hi aleksislinko,
I have transferred the complaint to the international website of the Casino instead of the Canadian one where it was previously submitted.
- Could you please let me know how many days ago you requested the withdrawal?
Thank you.
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4 months ago
Translation
8 days ago, I also sent them my driver's license information and they replied that my account is now confirmed, but I still can't get any contact from them regarding my withdrawal, and they haven't answered at all why they can't process my withdrawal. Their email is not working and chat is not open.
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4 months ago
I fully understand your frustration, aleksislinko. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 months ago
Dear aleksislinko,
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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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
