SpinCity Casino - Player's withdrawal is delayed at the casino.

Dear eskobareryk,

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 accumulated your winnings with the help of a 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

No, I didnt accumulated my winning with help of a bonus . I deposited money without bonus and I win.

Thank you very much, eskobareryk, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello eskobareryk,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite SpinCity Casino’s representatives to join this discussion in order to resolve this issue.

Dear SpinCity Casino,

Could you please provide an update on the status of the player’s withdrawal request? What is the expected timeframe of processing this withdrawal?

Best Regards,

Jakub

Dear Jakub,

The delay occurred due to a GDPR request for the change of personal data.

As per GDPR guidelines, such requests can typically take up to 28 days to process. Therefore, we recommend informing users about any changes to their data separately from withdrawal and verification processes to avoid any impact on them.

Currently, we observe that the user still has an active request for data modification. At present, there are no funds available for withdrawal on the user's balance. Previous withdrawal requests failed as the user depleted their balance while engaging in gaming activities.

Hello everyone,

Are there any updates regarding this case?

Dear Jakub,

We've elevated the priority of the GDPR request to 'very high' and it's currently in process. We're awaiting an update and will keep you informed of any developments.

Dear SpinCity Casino,

Do you have any updates on this matter? Has the GDPR request been processed already?

Thanks!

Dear Jakub,

We have completed the initial processing of the GDPR request. However, the user needs to confirm their new information. The verification process is still active, and the user is required to upload proof of identity. Please note that these documents must not be in the form of screenshots.

Thank you for an update, SpinCity Casino!

Dear eskobareryk,

Please inform us once you have finished the verification process so that we can proceed with addressing this complaint.

Dear eskobareryk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.