The player's withdrawal is delayed for over 3 months. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Spinfields Casino - The player's withdrawal is delayed.
Black points: 257
Amount: €922
Spinfields Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
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. 🙁
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2 years ago
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
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2 years ago
Translation
Hello Nick,
Thank you very much for taking care of my cause. I am really pleased about that.
On 10/17/21 Spinfields asked me to email my documents to support, which I did on 10/22/21. On October 28th, 21st I asked how things were going with the verification process. Unfortunately there was no answer. On 11/07/21 another attempt to find out about the verification process by email. Two days later on November 9th, 21st came the first and only answer so far.
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
I haven't heard anything since then. Renewed inquiries via email on 11/19/21 and 11/28/21 have remained unanswered to date.
I deposited € 100 with a credit card on 09/07/21. I also applied for the payment via credit card on October 17th, 22nd.
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
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
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2 years ago
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.
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2 years ago
Translation
Thank you Nick and Tomas for your help. Somehow, as an individual, you are not so well equipped to do something against casinos that are unwilling to pay.
Automatic translation:
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2 years ago
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’.
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2 years ago
Translation
Well then we hope for the best. Thanks again to Casino Guru for the help
Automatic translation:
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2 years ago
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’.
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2 years ago
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.
