The player from Germany faces issues with account verification as all submitted documents, including bank statements, are repeatedly rejected after five days of attempts. The player has lost thousands of euros and recalls a previous successful withdrawal of 1000€ without problems, highlighting the current difficulties experienced.
SpinCity Casino - Player's withdrawal is delayed due to verification issues.
Amount: €2,400
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
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Case opened
Current status
Waiting for player to reply
4d 20h 45m 27s
Case summary
2 days ago
Public
Public
1 week ago
Translation
Dear Casino Guru Team, I have been trying to verify my account for the past 5 days. Every document I submit gets rejected. I submit the bank statements, and they are simply rejected. I have lost thousands of euros in this casino, and it’s not normal that every document is supposedly unreadable. A year ago, I made a withdrawal of 1000€, and there were no problems, but now it's a complete catastrophe.
Automatic translation:
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1 week ago
Dear jasminmachotka,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
could you please provide the casino with a bank statement in PDF format? Ensure that it includes all your personal information, such as your name, address, bank account number, and all the transactions made to the casino.
Additionally, has the casino explained why your document has been repeatedly rejected?
When was the last time you communicated with customer support regarding your verification?
Have your other identity documents been approved during KYC?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Thank you for the message, dear Veronika. Of course I will send you all the pictures by email. The current status is that the documents were not rejected after 5 minutes but were in processing yesterday afternoon. We'll see what that means.
Automatic translation:
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2 days ago
Thank you for your reply. Could you please specify if any of your documents have been approved in the meantime?
If you are still experiencing difficulties with your verification, kindly forward me the documents you sent to the casino along with the casino's responses and any other relevant communication at veronika.f@casino.guru. Thank you very much for your patience and cooperation.
jasminmachotka has 4d 20h 45m 27s to reply
