The player from Poland is experiencing withdrawal delay. Despite having succeeded in two previous withdrawals, the latest has been processing for 16 days. This is significantly longer than the 48 hours specified in the casino's terms and conditions.
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.
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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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.