The player from Poland was unable to withdraw 200 euros due to a delay in correcting the birthdate in the account information, which was part of the verification procedure. This issue persisted for more than two weeks. After she provided the correct birthdate and confirmed the rest of her personal information, the verification process was completed successfully. The withdrawal was then processed within the stated timeframe of up to 5 business days. The issue was resolved, and the complaint was marked as closed.
SpinCity Casino - Player has a delayed withdrawal due to account verification issue.
Amount: €200
SpinCity Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
I can't stand this any longer! I've been waiting over two weeks for them to correct my birthdate in my account and complete the verification. This is absurd!
I still can't withdraw 200 euros because of their incompetency. This is a complete joke! Their support department is a farce. Is it really that hard to make one simple correction?
The situation is unbearable and if it is not fixed immediately, I will end all relations with them. This company simply does not respect its customers!
Automatic translation:
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7 months ago
Dear machova.dana,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify why your date of birth is incorrect?
- What is the difference from the correct one?
- When did you notice that the date is not correct?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
I noticed my date of birth was incorrect when I started getting verified. In my passport my date of birth is 13/02/1984, but in my profile my date of birth is 13/02/1985. I'm sure it's just a typo and it didn't bother anyone as long as I was playing at the casino, only when I started withdrawing money.
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6 months ago
Thank you very much for your reply, machova.dana. Could you please confirm that the rest of your personal information is correct?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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6 months ago
Translation
They managed to fulfill my request. Verification was successful. Now I'm waiting for my winnings to be processed. They said it would take up to 5 business days.
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6 months ago
I am happy to hear that there has been some progress. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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6 months ago
Translation
withdrawal was successful, thank you for your help. Regards
Automatic translation:
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6 months ago
Dear machova.dana,
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,
Kristina
Casino.Guru
