Spinit Casino - Player’s withdrawal has been delayed.

I have made a withdrawal request 5 days ago. On the same day, I sent the necessary documents. My identity and address were confirmed immediately. They started demanding to confirm the payment method, I sent the necessary documents. After this, they started demanding to confirm the payment method also for the deposit made weeks ago. I sent the document in question, similar to the previous one, with my name and account number etc. as required. Now I received an email again that the document is not valid, according to them my name does not appear here. For each document, the processing time is said to be 48-72 hours. Thank God, however, these have been dealt with more quickly. Now, however, I'm in a situation where I can't progress anywhere anymore. My payment method has not been verified, I don't know what documents to send anymore. The processing of the withdrawal is promised to take 48-72 hours, if they ever manage to process this.

Dear jonrianne12345678900,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They got my game account verified. But, they returned my withdrawal unprocessed to my game account. They don't even know why and asked to make a new withdrawal, which they will process immediately. However, after making a new withdrawal, they cannot find that withdrawal in their system.

Thank you for your reply, jonrianne12345678900. Have you made any successful withdrawals before? Do you see your withdrawal request as pending in your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yesterday, one customer service representative claimed that my withdrawal was processed manually and was on its way to me, another said that the previous one was misleading and that my withdrawal had been approved, but it had not been released yet. Now when I went to look again, the withdrawal had been returned to my game account without being accepted. I'll post some screenshots.

I am a little bit confused. You mentioned in your previous message that the casino cannot locate your new withdrawal, however, based on the screenshots it doesn't seem to be the case. It seems that the withdrawal just has not been processed yet.

Do I understand correctly that your withdrawal is still pending in your account?

The withdrawal was returned to my game account time after time without being processed. The withdrawal did not go through at all. I gambled away my funds and closed the game account once and for all.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear jonrianne12345678900,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.