SpinCity Casino - Player’s verification is delayed.

Hello, I'm very disappointed with the service on this platform. I've been waiting for 15 days for my request to change the name on my account to be processed. Because of this, I can't complete the verification process.

Every time I contact support, I'm told to wait, but it's already been 15 days! This delay is unacceptable.

Please address this issue immediately

Dear LewisOsborne,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly explain why you wish to change your name in the casino account?

Do I understand correctly that you have winnings of C$2300 in your account and you wish to withdraw but you are unable to do so due to unfinished verification?

Could you please advise when exactly you registered in this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

When I first signed up, I used my friend's name, which, looking back, wasn't the brightest idea. Everything seemed fine until I tried to cash out and realized my mistake - the name on my account didn't match my ID.So, I'm stuck in this verification limbo because of the name change request. It's frustratingAs for when I joined the casino, it was around May 4th. and let me add that this is actually my first big win

I have checked the SpinCity Casino's Terms and Conditions, and this is what I found:

3.1.3. You must enter all mandatory information requested into your registration form, in particular, your identity, your address and contact details, including a valid e-mail address, your place of residence, phone number, date of birth, relevant payment information; all of which must be true and correct. You are not permitted to use PO Box address as your place of residence. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Member Account may be blocked for access or closed if you are found to supply false or misleading information and/or documents.

I'm sorry but providing untrue personal information when registering in a casino is a serious breach of the Terms and Conditions and the casino is not obligated to pay you the winnings you accumulated.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.