HomeComplaintsSpinCity Casino - Player's approved withdrawal is delayed.

SpinCity Casino - Player's approved withdrawal is delayed.

Amount: €3,952

SpinCity Casino
Safety Index:Above average
Submitted: 04 Aug 2023 | Case closed : 23 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany is unable to receive their approved winnings, even though it's marked as approved. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

Money is not being paid out even though it has been approved and marked with a green check.

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1 year ago

Dear petschl, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

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1 year ago
Translation

The payment was requested on 07/30. Haven't had a payment before.

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1 year ago
Translation

Actually, 4000 should be paid out. SpinCity refers to the sales conditions and then credited the player account with 50 euros and canceled the rest.

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1 year ago

Thank you for your reply, petschl. Do I understand correctly that the casino reduced your winnings to €50? Have you accumulated your winnings with or without an active bonus?

Could you 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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1 year ago

Dear petschl,

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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1 year ago

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.

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