SpinCity Casino - Player’s withdrawal from Spin City is delayed.

Submitted a withdrawal request in June 6th. (Have been previously verified). Withdrawal is stuck in "In process". Contacted support, they request my withdrawal email. Received an text that Spin City sent me a payment to accept by logging into my bank account and use the password provided. I also got a text telling me I will receive an email from gidadat regarding my transfer deposit and given a password to use to accept, and it also requested me to sign up for autodeposit. I already have autodeposit. I did not receive any email or any deposits. I received those same text twice in a couple of weeks

Support has been taking a long time to reply. This definitely looks like a scam. I will never use this casino again.

Dear Bluebird123,

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 ensure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Do you often use this payment method for sending or accepting money? Do you receive texts like these regularly, or has this happened for the first time now? I strongly advise you not to open any suspicious links until you confirm with your payment provider that the texts are safe. Have you tried contacting your payment provider regarding this issue?

Have you communicated with the casino customer support about the text messages?

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

Have you made any successful withdrawals from this casino before?

Yes. May 30th I successfully received a withdrawal and a long verification process.

Do you often use this payment method for sending or accepting money?

Yes. Every time. Never had an issue with other casinos.

Do you receive texts like these regularly, or has this happened for the first time now?

No, I would receive a text to notify me of a deposit. But never request me to set up autodeposit.

Have you tried contacting your payment provider regarding this issue?

They had no information to give me.

Have you communicated with the casino customer support about the text messages?

Yes many times. See attachments.

Thank you.

Please forward me the whole email conversations between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Thank you. I have forwarded a couple of emails.

Thank you very much, Bluebird123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Bluebird123,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

Can you please provide more information on why is the player not able to receive the winnings?

Dear Michal,

The user's withdrawal was unsuccessful due to an incorrect email address provided for the payout. The transaction is currently being processed by the provider, and a cancellation request is in progress. We are prioritizing this matter and will update you once it's resolved.

Thank you for your patience.

Spin City canceled the withdrawal and credited the $1000 back into my account. If I try to withdrawal now it will only allow me to withdrawal $600 stating the I need fulfill wagering amount. .

Why cannot request the full amount that I had stuck in processing for almost a month?

Dear Bluebird123,

It is indeed strange that there is a bonus wagering requirement I will ask the casino to check this as I think this might be just an error. Anyway, why have you provided an incorrect email address for the payout? This seems to be the main reason for the delay.

Dear SpinCity Casino,

I'm glad the unsuccessful withdrawal has been sent back to the player's account, but why does it seem the player needs to fulfill some bonus wagering? If I'm not mistaken, the disputed funds were already real money, so it was expected the fund would be real money and the player would be able to submit another withdrawal request (assuring all information entered will be correct) without any further wagering requirements.

I was unaware that I entered an incorrect email. They don't provide that information in the withdrawal history. They did not tell me I entered a wrong email. I just found out by reading their reply. They asked me to verify my email on June 17th but did not respond since.

I was able to request a withdrawal of $1000 today with forfeiting the 9 cents remaining in my account I screenshotes the request confirming my email address. Once you submit request you cannot see if there was an error in the address. Hopefully it works this time.

I received the full $1000 payment today. Thank you for your help.

Great news, Bluebird123. I'm glad to hear that you successfully received the funds.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru