The player from Austria was experiencing difficulties withdrawing his winnings due to ongoing verification. The player has received the payment, and the complaint was closed as "resolved".
This casino (SpinCity) does not pay out despite multiple requests in the online live chat. Struggling with verification for a month. Uploaded the correct documents which were simply rejected without any reason. This is not my first verification at an online casino, I have successfully verified myself at 20 different casinos. I can only agree with the other reviews, the person who takes care of the chat never knows about the current status or acts stupid. Very dubious procedure up to the scam because no payout takes place! Don't play there!
Dear Greyfairytayle,
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 takes 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? Which documents specifically seem to be causing issues for the casino? Is your withdrawal request still pending?
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,
Tomas
Hello Tomas,
Thanks for the quick reply. I am clear and aware that the process can take a few days and is important. As already mentioned, this KYC process is not new to me and I was able to verify myself in many different casinos without any problems. I deposited on Spin City using NETELLER and I want to withdraw again using NETELLER. I have submitted the following documents to Spin City (already 6 times !!!!) :
Selfie with passport in my hand
Extract (screenshot with URL) from NETELLER INCLUDING the DEPOSIT TRANSACTION to Spin City
All of this was rejected for no reason, the chat (bot) acts stupid or knows nothing about it, always only gets standard answers.
Yes, the withdrawal request is still pending and has not been processed to date.
I fully understand your frustration, Greyfairytayle.
Could you please specify the dates when you requested the withdrawal and when exactly you submitted the documents last time?
Also, before we contact the casino, would you be able to share any relevant communication between you and the casino? Please forward it to tomas@casino.guru or alternatively post it here. I'll look forward to your reply.
Dear Tomas,
Thanks for the reply, I have sent all relevant documents and data to the email address provided.
Thanks for the message, Greyfairytayle.
Unless the casino explicitly allows it, we assume the documents you provide for verification shouldn't be cropped or edited, and all information should be visible or legible.
If you haven't done so already, I'd suggest providing the casino with unedited documents.
Please let me know about the result. Much appreciated!
Dear Tomas,
have now re-uploaded the transactions from Neteller to Spin City! Without any editing by me.
Another important piece of information: I was able to verify myself at Mr.Bet without any problems - this casino has the same license as SpinCity (Faro Entertainment Europe Ltd.)
I understand your concern.
Standards in other casinos might be different for KYC verification. If the documents will be rejected without giving you any justification, we'll intervene.
Unfortunately, the renewed verification was simply rejected without giving a reason.
Thank you very much, Greyfairytayle, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Greyfairytayle,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.
Dear SpinCity Casino,
Could you please state why the player's withdrawal account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
The case here can be - my account has now been verified and I have received the money - thank you
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Greyfairytayle,
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