The player from Poland had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings hadn't been received yet. The delay was due to the casino's verification process, which the player initially did not receive. After the player completed the required verification, the withdrawal issue was successfully resolved and she received her winnings. The Complaints Team marked the complaint as 'resolved'.
SpinCity Casino - Player’s withdrawal has been delayed.
Amount: 600 zł
SpinCity Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
It is with regret that I inform you that I have been waiting for four days for the verification of my account and the execution of a withdrawal of 600 złoty. Despite numerous requests, the status of my application remains in the waiting stage. I contact customer service daily, but I only receive responses that I must wait patiently. This situation is very frustrating for me, as I need these funds and have been waiting for their payout for several days. I am counting on swift intervention and resolution of this issue.
Automatic translation:
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2 months ago
Dear kalinowskaaniela966,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Translation
My account is still not verified and the verification request has not been sent to me.
Automatic translation:
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2 months ago
Translation
In response to your complaint, I would like to inform you that the problem has been resolved. I was required to be verified, which I did, and I received my money.
Automatic translation:
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2 months ago
Dear kalinowskaaniela966,
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,
Kristina
Casino.Guru
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