The player from Germany, who had been a long-time player at SpinCity, encountered delays with his payout that he had requested on January 19, 2024. Despite his attempts to resolve the issue by canceling and requesting a new payout via a different method, the payout had remained in processing for 8 days. After the player had received part of his payout, he decided to withdraw his complaint. We had rejected the complaint as per the player's request.
SpinCity Casino - Player experiences a delayed payout.
Amount: €940
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
Hello Guru Team,
I have been playing at SpinCity for a long time now and have always been satisfied.
Payouts were always processed within 1-4 days.
My latest payout on the 19th of January, 2024, via Mifinity, seemed to have run into some issues. I had gotten in touch to ask about the status of this payout.
I was advised to cancel the payout and request a new one.
I requested a payout via Jeton and verified my Jeton account the very next day. The verification process was also quickly completed.
But now, the payout has been in processing for 8 days. Whenever I ask about it in the live chat, I'm just reassured that it's being handled, but nothing seems to actually happen.
This is the first time I'm having to go through something like this.
I hope you can help me.
Best regards,
Automatic translation:
Public
Public
9 months ago
Dear Andreas0815,
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 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
