The player from Poland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn't been received yet. The player reported that after multiple reminders to the casino, her account was eventually unblocked, and the issue was resolved. We confirmed that the complaint was marked as 'resolved' after the player acknowledged the resolution.
SpinCity Casino - Player’s withdrawal has been delayed.
Amount: 538 zł
SpinCity Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.5
SpinCity Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello Casino Guru, my name is Jagoda O*** and I would like to report a problem I am having with Spin City Casino. A month ago I asked to block my account because I wanted to take a break. But now I would like to play again because there is money left in my account. A week ago I submitted a request to unblock my account, but nothing has happened so far. I have contacted customer service several times and all I hear is "Please wait". This really annoys and worries me because I want to regain access to my funds and continue playing. Please help me solve this situation and quickly unblock my account. Thank you and I hope for a quick response.
Best regards, Jagoda O***
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear jagodaolszewska,
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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6 months ago
Translation
Hi Casino Guru and Kristina, It was long and annoying, I had to contact them many times and remind them of my case. Over and over again they said: "Please wait." But finally, today, my account was unblocked. Regards, Jagoda O***
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Thank you for your reply, jagodaolszewska. Do I understand correctly that we can consider this issue resolved?
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6 months ago
Translation
Hello Casino Guru and Kristina. You're right. Problem has been solved.
Best regards, Jagoda O***
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear jagodaolszewska,
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
