The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. After new correspondence, the casino verified his account and paid out €1000 of the outstanding €4000. The remaining €3000 was paid out later. The issue was resolved successfully.
SpinCity Casino - Player claims that payment has been delayed.
Amount: €4,000
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
SpinCity Casino has a Safety Index of 7.5, 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
4 months ago
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4 months ago
Translation
Hello Guru Team,
I've been having issues with SpinCity for almost a week now.
First, let me say that I was verified before the payout process, and I always received my money. However, after requesting a payout, I was asked to verify myself again, which is usually not a problem.
Now, here's the issue: deposits and withdrawals were always made using Jeton or Mifinity.
I submitted screenshots from both Mifinity and Jeton, and there’s no other way to verify them.
The screenshots from Mifinity and Jeton keep getting rejected due to alleged poor quality.
I then contacted the live chat support, where I was repeatedly told that I need to wait until the verification is complete, and I would be contacted via email.
The problem here is that I am not receiving any emails from SpinCity, and I’m also checking the spam folder regularly.
The support team doesn't respond to emails either.
I hope you can help me and possibly identify the exact issue.
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4 months ago
Dear AndyWin24,
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.
That’s why we advise players to be patient, cooperate fully with 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
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Hello Guru Team, after new correspondence, the casino has finally verified my account
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4 months ago
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Hello Nick,
Spin City has paid out €1000 of the outstanding €4000, so €3000 is still missing
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4 months ago
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Hello again, today the remaining 3000€ were paid out.
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4 months ago
Dear AndyWin24,
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
