SpinCity Casino - Player’s withdrawal has been delayed.

I can’t get my account verified. I have uploaded 3 bank statements, my Fido cellphone bill, property tax bill, personal taxes notice of assessment, my 2023 tax return all to be denied as proof of address. I emailed support and offered to upload my joint bank account statement at Royal Bank if it helped but they never answered. It worries me that they now have all my personal information including my social insurance number. They denied my Vancity bank statement because it’s a credit union. Denied my cellphone bill because it needs to be a landline. Who has a landline. My tax assessment was too old. We only file taxes once a year. I have not had such a impossible time trying to get verified. Please re-assess their safety rating. They have all kinds of ridiculous excuses to not verify your account so you can’t withdraw. My name is Catharine but I also use Cathy, not sure if this is another hurdle with them even though it’s legal to use both. I actually don’t know why they are refusing my Simplii bank statement I think they said it wasn’t my full name. So unless players want to install a landline or get their banks to change their names to the exact formal birth name they should stay far away from this online casino. I don’t pay utilities in my name maybe I need to start. Honestly I don’t think they verify any documents anyone provides because they have no intention of allowing withdrawals. Worst stressful time consuming experience ever. Please don’t post my username as it’s my actual name.

Dear Cat3000,

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

Dear Cat3000,

Have you received your withdrawal from the casino yet?

I requested the withdrawal on July 23rd and have spent days trying to get my account verified. Every document I have uploaded has been declined as proof of my address. So tomorrow is 14 days of waiting. Not sure why they won’t verify my account and release the funds but 13 days later and having already uploaded 8 or more documents is not just frustrating it’s exhausting and unacceptable.

Dear Cat3000,

Did the casino specify what is wrong with the documents and why are they getting rejected? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

It’s the same message all the time for document verification failure it must be a bot because it doesn’t make sense. These messages are found on my Spin City account only. Mentions photos but I uploaded pdfs the only photos were of my drivers license which I believe were accepted. The messages say a detailed explanation for dismissing my application has been sent to my email. I haven’t received any of these email explanations and checked my junk folder too. I can forward the screenshots of these messages and live chat screenshots and some emails I sent to customer support with their responses. I’ve actually screenshot everything and can and will forward you all of the communication to your email. Sorry there is a lot.

Thank you Cat3000 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Cat3000,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear SpinCity Casino, I invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify if you have reviewed all the documentation from the player and if anything is missing to complete the verification of her account.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

We wanted to provide an update on the verification process for the user in question. Currently, the user is undergoing verification, and we encountered an issue with the proof of address. The user insists that the address listed in their profile is correct. However, they inadvertently uploaded a document with the wrong address.

At this stage, there is no need to update the address in their profile. We are awaiting further guidance from the specialized department regarding the verification process and the documents provided by the user.

I received a new inbox message on my Spin City account saying my account verification has been declined. I have requested through email to customer support for explanations why all my documents have been rejected. I have lived at the same address for over 30 years but for some reason even my property tax bill is not being accepted. I don't believe there is any more point in trying to get my account verified, I know I have been scammed it's very obvious. What an exhausting horrible experience, it certainly takes the fun and trust out of playing online. They have been stalling since July 23rd because they have no intention of letting me withdraw any funds. I am wondering how to proceed to make an official complaint.

Dear SpinCity Casino, can you specify what documents were declined exactly and why? Please, send the supporting evidence to my email at natalia.b@casino.guru

Dear Natalia,

Thank you for reaching out. We are currently working on your request. At this time, we can inform you that the issue was related to the proof of address, specifically that the address on the documents did not match the one provided on your account.

We will provide you with more detailed information shortly. We appreciate your patience.

I inadvertently uploaded a joint bank statement that has my father's primary address on it. It was my last attempt (10th document I provided) to get my account verified because it has my full name on it but I didn't realize when I uploaded it that this statement has my Dad's primary address not his secondary address where I live fulltime. I advised Spin City that this was a mistake and to disregard this joint bank statement. I'd like to add that they previously accepted my driver's license which clearly shows my address but still accused me of providing a false address. What I would love is an explanation why my two other bank statements from two different banks aren't enough to verify my address. Or my property tax bill. They should also accept cellphone bills because other online casinos do. My personal taxes 2023 Notice of Assessment wasn't accepted. Like I've said, I've lived at this address for over 30 years but none of my documents are good enough for Spin City to verify my address. They aren't helpful at all, and I doubt I can find any documents that they will approve because let's face it they just won't. They also don't provide any proper explanations just the same messages that don't address issues or provide any kind of help whatsoever. They are losing business with their unfair practices.

Dear SpinCity Casino, according to the player, you were already provided with a few documents, such as Simplii Financial Bank Statement, and Vancity bank statement, Property tax bill, Fido cellphone bill, Tax return document, etc. Can you specify why these documents were rejected?

Dear Natalia,

The player previously submitted a document with an outdated address. They have now provided a Proof of Address (POA) with the current address. As a result, the documents have been accepted, and the payment has been processed.

Thank you for this information, SpinCity Casino.

Dear Cat3000, can you please check if your withdrawal request status was changed to "processed"? I hope you will receive your payment soon. Please, let me know about any updates.

Yes I have received the $2,000 e-transfer from Spin City today. I am so grateful for all your help. It took 29 days! If Casino Guru didn’t exist I would have given up. I am so happy. I can’t thank you enough.

Dear Cat3000, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Natalia

Casino.Guru