SpinAway Casino - Player has been struggling to withdraw her winnings.

Dear vchartrand,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

i totally understand that the documents are necessary to prove ones identity. I have no issue with that and I have said that before. What I do have a problem with is that Spinaway Casino is allowed to make up their own rules and then change them as they see fit. If nothing else, I thought that you would follow up on this and bring it to their attention, so that others players are not taken advantage of like I was. If the casinos are not challenged because of their wrong doing, it only encourages them to continue with their dishonest practices.

I do understand your point of view, vchartrand, and I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint however, it stays visible for other players.

Thank you for your understanding.