SpinCity Casino - Player encounters repeated verification issues and withdrawal refusal.

In June I deposited $200 and I won $1800. I did then put a request to withdraw on June 26th. A day or two later they asked for documents to verify my identity. I did so. A couple days later they sent another request to verify my identity as my documents were not OK. So I did that then a couple of days later they requested I upload bank statements and bill payments etc. it’s extra it took me over three weeks to verify my account and every time they requested verification I complied. and then I got the OK that I was verified so I tried to do the withdrawal it said that my bank refused the deposit which is BS because i went to my bank and they said there is no record of a deposit trying to be made to my account. I then opened an online wallet account with Payz (one of their suggested wallets) Got all verified (Within a half hour) and tried to do a withdrawal again.  All of a sudden my account is back to being unverified again and now I have to go through the whole hoopla of verify my account again which I sent the document previously verified on and this morning. I woke up to an email saying that my account can’t be verified again. I really feel this is unfair as I won this money fair and square.  I have kept every conversation and have screenshots of all of my account in spin city. I don’t know how or when I’m gonna get my money but I feel like this is a scammer site and now they have all my personal information. 

I should’ve read the reviews before I even went on this site I probably wouldn’t have touched it with a 10 foot pole. They need to be shut down they’re very unprofessional and they shouldn’t be promoted in Canada whatsoever.

HELP!!

Dear taniamarielong,

Thank you very much for submitting your complaint. I’m sorry about your negative experience with SpinCity Casino. 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.

Could you please specify exactly which documents you should provide for additional verification?

Could you please forward the conversations between you and the casino to veronika.l@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

Dear taniamarielong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.