The player from Norway experienced a delay in withdrawing 12,000 NOK from a casino, despite having completed all verification steps. The casino attributed the delay to an external provider, but the withdrawal exceeded the 5-business-day deadline. The player confirmed having had successful withdrawals in the past and that the winnings were not tied to an active bonus. Eventually, the player received the payment, and the complaint was marked as resolved by us.
SpinCity Casino - Player’s withdrawal has been delayed.
Amount: 12,000 kr
SpinCity Casino
Safety Index:Above averageSafety Index
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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
5 months ago
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6 months ago
Translation
Hi, I would like to file a complaint regarding the delay of my 12,000 NOK withdrawal to my account from your casino on May 31st. Despite having completed all necessary steps to verify my account, I still haven't received the funds in my bank account. I have been repeatedly informed that the delay is not due to the casino but an external provider. This is extremely frustrating, especially since the withdrawal has exceeded the stated deadline of 5 business days. I request that this issue be resolved immediately and that my funds be transferred to my bank account as soon as possible.
Automatic translation:
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6 months ago
Dear Anas.Solheim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hi Thomas. Yes, I had successful withdrawals from the casino in the past. The winnings I tried to withdraw now were received without active bonus. As for my withdrawal, it was canceled due to a problem on the provider's side. Now I sent it in again. It's annoying, but I'll wait again. If you can help in any way, please help.
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5 months ago
If your issue persists, could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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5 months ago
Translation
Hi Tomas. Thanks for the follow-up. I have received the payment of NOK 1200. Although the experience was unpleasant, I'm glad I got my money's worth. I'm not sure if I want to continue playing at Spin city after this.
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5 months ago
Dear Anas.Solheim,
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,
Tomas
Casino.Guru
