The player from Germany had won €2200 but faced continuous issues with withdrawing his winnings due to document rejections after updating his address. He sent improved documents quickly each time but received generic responses from customer support, which led to frustration. After escalating the complaint, the casino confirmed that the player's account had been verified and the withdrawal request had been processed. The player successfully received his money, and the issue was marked as resolved by the Complaints Team.
SpinCity Casino - Player experiences delayed payout and account issues.
Amount: €2,200
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Hello,
I had won €2200 in the casino, then I wanted to pay out the winnings. Since I had moved to a new street (same place of residence), I stated that I had moved there so that there would be no problems with the payout.
Then nothing happened at all and I didn't get an answer from support.
On Monday, August 5th, 2024, I received a message with the new required documents. I immediately sent all the required documents a few minutes later.
These were rejected again and again every day with new reasons, which I always eliminated and sent the new, improved documents a few minutes later.
It can't go on like this, I have the feeling that they don't want to pay me anything and just want to stall me.
The chat support only gives me ready-made answers and cannot help.
Best regards
Robin
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4 months ago
Hello casrogalo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinCity Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Since last Thursday, all documents were verified and then individual documents were rejected again afterwards.
Automatic translation:
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4 months ago
Translation
Nothing has happened since then even though all documents have been sent and I have been verified.
Chat support continues to send standard replies and doesn't want to tell me when the money will be paid out.
Automatic translation:
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4 months ago
Translation
Message from Casino in your mailbox: Your identity has been verified
2024-08-08 07:08:00
Congratulations! Your identity has been successfully verified. Your withdrawal request is currently being processed by the finance department. The amount will be credited to your card or e-wallet shortly. The transfer will be received by the bank within 5 working days at the latest, and by the e-wallet within 24 hours.
Automatic translation:
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4 months ago
Hello casrogalo,
If your account got already verified, I can only recommend to wait 14 days for the withdrawal to be processed. Please let me know in case it would take longer.
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4 months ago
Translation
Hello,
I have sent all my documents for 14 days.
My payout isn't even being processed yet.
Nothing has happened for 5 days.
Automatic translation:
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4 months ago
Hello casrogalo,
Before we would try to get in touch with the casino, please forward the communication between you and SpinCity to nikolas.b@casino.guru.
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3 months ago
Thank you casrogalo for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Dear casrogalo,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinCity Casino representative to join this conversation.
Dear SpinCity Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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3 months ago
Dear Mirka,
We’re pleased to inform you that the user account has been verified and the withdrawal request has been processed.
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3 months ago
Translation
Hello, I received my money. Thank you very much
Automatic translation:
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3 months ago
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Mirka
Casino.Guru
