The player from Germany had been trying for three weeks to withdraw his winnings but continually faced document rejection. Despite initial acceptance via email, the documents were subsequently declined on the casino's website. After the player had uploaded his documents six times and provided proof of his residence in Germany, the casino finally completed the verification. However, the player's withdrawal request, which had been pending since March 1st, remained unprocessed. After we intervened and invited the casino's representatives to join the discussion, the player's withdrawal was successfully processed. The player had confirmed receipt of his winnings.
SpinCity Casino - Player's documents are consistently rejected, preventing withdrawal.
Amount: €1,600
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
8 months ago
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8 months ago
Translation
Hello
I've been trying to withdraw my money for the past 3 weeks. Unfortunately, my documents are continuously being rejected. I've tried everything imaginable, but the documents are always declined. Of course, this means I can't make a withdrawal. I'm now making this step through Casino Guru because I simply don't know what to do anymore. Another interesting piece of information is that everything was accepted by email, but then rejected again on the casino's website through the verification button. I've been fighting this for 3 weeks now. Please help me.
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8 months ago
Dear VeriFace31,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Has the casino approved any of your identity documents?
Have you been informed of the reason for your document rejections? Is there any important information missing?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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8 months ago
Translation
Hello Veronika,
I have already uploaded my documents 6 times. The first time it was my Turkish ID that wasn't recognized, so I had to send proof by email that I also live in Germany. I did that too, which was also recognized by support. Afterwards I uploaded everything back to the site and it was rejected and I was never told the reason. I feel like they just want to keep me fidgeting.
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8 months ago
Do I understand correctly that none of your identity documents have been approved by the casino? Do the details on your identity documents match those in your casino profile?
Please forward me all the relevant communication between you and the casino customer support regarding your unsuccessful verification. My email address is veronika.l@casino.guru. Thank you.
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8 months ago
Translation
Hi
So the verification was completed yesterday and I'm now waiting for my payment, which has been pending since March 1st. I hope it will be processed in the next few days. The chat says that they are busy and will need longer to pay out. I'll let you know as soon as something happens.
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8 months ago
I'm glad to hear that your account is now verified. Could you please tell me what the current status of your withdrawal request is? Is it pending or has it been processed?
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8 months ago
Translation
It's been pending since March 1st. Of course the verification has already been completed but it's been a week and nothing has happened.
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8 months ago
Thank you very much, VeriFace31, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello VeriFace31,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite SpinCity Casino’s representatives to join this discussion in order to resolve this issue.
Dear SpinCity Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
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8 months ago
Translation
Hey everyone
The money is there, thanks to everyone involved.
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8 months ago
Dear VeriFace31,
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 patience, 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,
Jakub
