The player from Poland was frustrated by a week-long delay in receiving his winnings. Despite passing the verification process, his transaction remained pending, and customer service suggested using a different payment method, which he believed would further delay the payout. The issue was resolved when the player eventually received the money after a period of waiting. The Complaints Team advised patience and confirmed the resolution of the complaint.
SpinCity Casino - Player’s withdrawal has been delayed.
Amount: 700 zł
SpinCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I am extremely angry and desperate! For over a week now, the casino has not been paying out my winnings. I passed the verification, yet my transaction is still marked as "pending." Customer service keeps sending me away, telling me to use a different payment method and cancel the current transaction. This is outrageous! I’m not going to do that because it will only prolong the whole issue. Instead of enjoying my winnings, I’m wasting time and losing my patience. I urgently need help recovering my money!
Automatic translation:
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3 months ago
Dear Grzegorz.Czarnecki,
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,
Kristina
Public
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3 months ago
Translation
I received the money, but it cost me a lot of nerves. Regards
Automatic translation:
Public
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3 months ago
Dear Grzegorz.Czarnecki,
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
