Spinfields Casino - The player's withdrawal is delayed.

Good Morning 🙂

I signed up at Spinfields casino at 07.09.21 and used the welcome offer. I deposited 100€ and luckily won 922€. After that, I uploaded my documents and since then nearly nothing happend. I contacted the casino several times. Once I got a reply saying that they are sorry for the delay and that they will reach out to me within two days. That was the only living sign I received from that casino. Sadly there is no live chat. I do not know if my KYV Process went through or not. 🙁

Hello Thomas,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Spinfields Casino. Please allow me to ask you a few more question before we would move forward.

When was the last time the casino responded to you? When exactly did you send all the requested documents? What payment method did you use for deposit/withdrawal?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Guten Tag Nick,

vielen Dank, dass sie sich meiner Sache annehmen. Ich bin wirklich erfreut darüber.

Am 17.10.21 hat mich Spinfields aufgefordert, meine Dokumente per Email an den Support zu senden, welches ich am 22.10.21 auch getan habe. Am 28.10.21 habe ich dann nachgefragt, wie es denn um den Verifikationsprozess stünde. Darauf kam leider keine Antwort. AM 07.11.21 erneut ein Versuch per Email neues über den Verifikationsprozess zu erfahren. Zwei Tage später am 09.11.21 kam dann die bislang erste und einzigste Antwort.

Hello Mr. ******,

Apologies for delayed reply. Your documents has been submitted for

review just recently. Due to high volume of requests we have.

You will receive the notification about the status of verification

within 2 business days.

Should you have any further questions please don't hesitate to ask.

Best regards,

Simon

Spinfields Customer Support Team

Seitdem habe ich nichts mehr gehört. Erneute Nachfragen via Email am 19.11.21 und am 28.11.21 blieben bis Dato unbeantwortet.

Eingezahlt habe ich 100€ mit Kreditkarte am 07.09.21. Auch die Auszahlung habe ich via Kreditkarte beantragt am 17.10.22 beantragt.

Thank you Thomas for providing all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Thomas!

I will take care of your complaint from now on. I would like to invite representatives of Spinfields Casino into this complaint in order to help us resolve this verification and withdrawal issue.

Vielen Dank Nick und Tomas für eure Hilfe. Irgendwie ist man als einzelner nicht so gut gerüstet um gegen zahlungsunwillige Casinos etwas auszurichten.

We would like to ask Spinfields Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as 'unresolved’.

Na dann hoffen wir auf das beste. Nochmals vielen Dank an Casino-Guru für die Hilfe

We would like to ask Spinfields Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Thomas,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.