The player from Germany had past successful withdrawals from SpinCity but faced new document verification requests when trying to withdraw €1,000. The casino allowed only one document upload every three days, leading to delays and ultimately causing the player to gamble away the funds. The player suspects the casino's actions were intentional and seeks compensation.
SpinCity Casino - Player claims unfair delay in document verification process.
Amount: €1,000
SpinCity Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello, a new case has come up.
This time it's about Spin.city, and they are doing really shady things. I've been a well-visited guest there for 3 or 4 years. The offers and games are very enticing. I think I've already spent at least 5,000 euros there. This year, I had three withdrawals—400, 300, and 350 euros—which were paid into my account without any document requests. But now, two weeks ago, I managed to build up to 1,000 euros and wanted to make a withdrawal. And then the hammer drops: they ask for documents.
As prescribed, I provided all the required documents. However, it was only possible to upload one document every three days. 15 days went back and forth. They kept asking the same question and making the same statement, even though I uploaded my account statement with name and deposit details 10 times. It's not a joke; they always rejected it. No matter how often I contacted them, I got the same response, even though my deposit documents were correct.
After 15 days, I gave in and gambled it away. I think this is an extremely nasty trick to exploit people. Can you tell me anything about this? I can show you a deposit document to prove that everything was correct and that Spin.city was wrong. They made mistakes and delayed the process, leading me to get tempted to continue playing. Please help! I definitely want compensation if it turns out that my documents were error-free. You can inform Spin.City Casino about this.
Automatic translation:
Public
Public
4 months ago
Dear kowinskimanu,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Unfortunately, we are unable to assist you in obtaining compensation from the casino for your losses. Verification is a necessary step to ensure that funds are transferred to the rightful owner. While I understand your frustration with the repeated rejection of your bank statement, it's important to be patient and file a complaint with all the required evidence before you decide to continue playing and losing all your money.
Please let me know if there is anything else I can assist you with, otherwise, this complaint will be rejected. Thank you for your understanding.
Best regards
Veronika
