The player from Austria is experiencing persistent delays in the verification process at the casino, which is also delaying the withdrawal process. Despite submitting the necessary documents three times, they have been waiting for their money for over a week. The complaint was resolved as the player got verified.
SpinCity Casino - Player experiences delays with verification and payout.
Amount: €1,100
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
10 months ago
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11 months ago
Translation
This casino is constantly delaying the verification and therefore the payout process! I've been waiting for my money for over a week now and have already sent the documents three times!
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11 months ago
Hello dagmarfischer21,
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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11 months ago
Translation
Hello Nick, for the first time I sent the passport, selfie and Skrill authentication documents Mon or Tue last week. After about 2 days, the whole thing came back to Skrill and Pass despite asking the customer center who wrote to me that it had already been approved externally. I then sent the whole thing again and received the same thing back on Saturday within a period of about 2 days. I wrote to customer service again yesterday (Sunday) and they said I should wait until it's through. However, nothing has been OK since Saturday.
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11 months ago
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I just received an email saying that the documents had been rejected again. Pure chic!
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11 months ago
Can you please forward the e-mail received from the casino to nikolas.b@casino.guru?
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10 months ago
Dear dagmarfischer21,
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.
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10 months ago
Translation
Hello Nick,
Thank you very much for your commitment and sorry for my late reply. I would finally get verified at Spin City.
Best regards
Dagmar
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10 months ago
Dear dagmarfischer21,
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
