SpinCity Casino - Player's withdrawal is delayed due to incomplete account verification

Hi guys I’ve been waiting 2-3 days now since I clicked withdrawal. They won’t even send me verification steps..can’t move forward till then. Any ideas? I’m starting to get super anxious reading all these comments. Hope the outcome can be just as good for me. Please note this is my first withdrawal with the casino. Support is rubbish I’m sure it’s just a robot that gives you the same answers

Dear Amyzx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

Have you tried to connect with a live chat agent in the casino's assistant window in order to learn what is required and how it should be submitted?

Have you tried contacting the casino via customercare@spin.city

Do I understand correctly the withdrawal is 'pending' on your account?

Thank you in advance for your reply.

Best regards,

Tomas

Hi guys. Yes I’ve been contacting them since I made the withdrawal, I did email and never had a response 12/8 it says the money and my account is being reviewed. I sent another chat today asking why I still can’t verify. I’ve sent documents now but they don’t accept PDF forms for proof or utility bill and address.. now I can’t add more till they reject it..I’ll keep in touch with you

Hi guys. Alright so far every time I send a document it’s been rejected. I’ve sent photos of ID driver’s license front and back clear picture. Pictures with my fave and holding ID and bank card clearly. Apparently isn’t clear enough. I’ve emailed to upload a PDF FORM off proof my bank account number and proof address..to then be told email this through …then be told not to email it it’s unsafe after I’ve done it. This is my 3rd time sending all this information. No doubt they just look for any excuse to reject it. Please note once you click up load you can’t add more forms unless they reject it which then takes 24-48 hours so yet again you’re left waiting and waiting.

Thanks for the updates.

Do I understand correctly you are in contact with the casino mainly via email or live chat?

Could you please send me their recent responses to your submitted documents? Please send the information to my email at tomas@casino.guru

I'll await your reply.

Hi I’ve just emailed through all I have. Including the proof I’ve sent them off my ID and address they keep rejecting

Hi I finally got verified not sure what I did differently. I did send you and email but you can ignore it. I’ll let you know if my withdrawal is successful as soon as I know..fingers crossed as i know they have issues paying the money from what I’ve read. Can you keep the case open till I confirm? Hope that’s okay i really appreciate all your advice

Of course.

I'll keep the complaint open and will wait for any news regarding your payout. Please let me know when the withdrawal is processed or if there are any issues along the way.

Hi guys apparently most of the money has been processed,still waiting to see it will keep y’all updated 🙂

I can confirm I have received most of the money just still waiting on about 1700 or so as they send it in part payments due to over a limit, they say weekly so I should get the last amount within a couple days if I’m correct 🙂

Great news. I am confident within 7 days you'll have more good news for us regarding your withdrawal.

Hi hopefully they haven’t responded about the last amount I’m waiting on..been over a week just says processing still 🫣

Hey Tomas they keep saying they are busy or high demand but my last withdrawal just says processing. Are you able to help it has been 8 days since they processed it as they did this with the last amount of money I got but this is just taking longer

Dear Amyzx,

Have you received the remainder of your winnings, please?

If not, please let us know and we'll intervene.

I'll await your reply.

hi Tomas! Yes I just did!! 🙂 Two weeks since the first lot but we got there in the end!! At least we can confirm eventually it works out may take time and be a slow process to get verified and have a withdrawal but in the end we had positive results. I also put $100nzd on while waiting on the last $1730 and won another $3000nzd… I’m sure I’ll get that within a couple weeks(surely haha) Never had luck this well before. Thank you for your support and if I need you again I’ll reach out. thanks team. Appreciate all the responses and reassurance. Thanks Amy 🙂

Dear Amyzx,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru