Spinarium Casino - Player's withdrawal request has been delayed.

I am writing to raise a complaint regarding unfair practices by the casino in handling my withdrawal request.

On January 7th, I reached a balance of 985.80 USDT, requested a withdrawal, and self-excluded myself for one year on the same day. Shortly after, I received an email from support requesting documentation for KYC purposes. I promptly submitted the required documents within minutes.

I was informed by customer support that the withdrawal could be canceled within a 24-hour timeframe if the kyc is still not completed. My KYC verification was successfully completed early the following day, well within this period. However, I noticed later that my withdrawal request had been canceled.

To my frustration, I was informed that I can no longer request a withdrawal due to my self-exclusion status, and I am now being told I must wait a full year to withdraw my funds. This decision is unreasonable and illogical.

It is clear that management can manually process the payment without undue delay, avoiding unnecessary complications.

And for your information i previously made a withdrawal on the 13th of december without even getting my account verified.

I kindly request your intervention to ensure the management team processes my withdrawal manually. This would reflect fair practice and avoid an extended, unjustified delay in receiving my funds.

I appreciate your attention to this matter and look forward to your prompt resolution.

Dear rad234,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which identity documents you submitted for the KYC verification process? Additionally, have any of your documents been approved by the casino, or were they all rejected?

Could you also clarify whether your withdrawal request was canceled due to unsuccessful KYC verification or because the casino’s relevant department did not complete the KYC process within 24 hours?

Could you kindly forward me the account closure request you sent to the casino, along with the casino's reply? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika