The player from the United Kingdom had won several amounts in March, but the casino had claimed that her bank account didn't belong to her. The player had provided the required proof but had been waiting six days for the casino to respond, despite having contacted them via online chat multiple times. After the complaint was filed, the casino had approved her withdrawal requests and she had confirmed receiving her winnings. We had marked the complaint as 'resolved' in our system.
Spinland Casino - Player's winnings are delayed due to account verification issues.
Amount: £280
Spinland Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Spinland Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
I won £140 on the 12th of march then £60 £50 and £30 on 13th of march they emailed me to say my bank account didn’t belong to me I sent them all the proof they asked for and have been waiting 6 days for them to respond contacted online chat 3-4 times and still nothing happens
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8 months ago
Dear Sophiemac80,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spinland Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you are the sole owner of the payment method you used for depositing into the casino?
Could you confirm if the casino has approved all your other identification documents?
Could you please send me the email from the casino that states the bank account is not yours? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
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
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8 months ago
I have sent you email.I can confirm the payment method used is solely mine as far as I know the documents have been accepted I have had no response from emails I have sent them
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8 months ago
I'm glad to hear that. Have you received your winnings yet or has only your withdrawal request been approved? Please keep me updated.
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8 months ago
Dear Sophiemac80,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
