The player from Germany had deposited a large sum at Spinch and was contacted by a VIP Manager. After successful verification, she had requested a withdrawal which was not processed within the promised 48 hours. The player had been advised by the Complaints Team to wait at least 14 days after requesting the withdrawal before submitting a complaint. Despite initial concerns due to contradictory statements from the casino and negative online reviews, the player had received her winnings and expressed satisfaction with the process. The issue had been marked as 'resolved' by the Complaints Team.
Spinch Casino - Player's withdrawal is delayed.
Amount: €3,000
Spinch Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
Translation
Hello,
I'm brand new to Spinch. Since I made a large deposit on the first day, I immediately received an email from a VIP Manager. According to him, the verification process has been completed and passed. I requested a withdrawal. First, I was told it would be expedited, then that it would take a maximum of 48 hours. This time has now passed. Then, I was promised that it would be executed on the same day, but nothing happened. As many have reported similar issues, I am lodging a complaint. This is notwithstanding the fact that 14 days have not yet passed.
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7 months ago
Dear Jenny1306,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
As you already know, that’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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7 months ago
Translation
Yes, I will wait. Now they say that the finance department has to verify me, even though I have an email confirming that everything is OK with the verification and the documents have been checked. I know that something is wrong here. The statements are all contradictory and the reviews and discussions here say similar things. If I have to wait 14 days, then I'll do it.
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7 months ago
Translation
Money is there. I am positively surprised.
I was a little too suspicious due to bad experiences with other casinos.
I can recommend it. Everything is wonderful.
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7 months ago
Dear Jenny1306,
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,
Veronika
Casino.Guru
