The player from North Rhine-Westphalia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player faced repeated requests for verification of documents, which had already been submitted and confirmed. Despite the Complaints Team's efforts to assist, the player did not respond to follow-up inquiries, leading to the rejection of the complaint due to a lack of communication.
Spinrollz Casino - Player’s winnings haven’t been received yet.
Amount: €600
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.4
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Good day. I've been trying to verify myself for 2 days. I'm supposed to send a PDF bank statement from December showing my name, IBAN, and the deposit. I've sent it at least 10 times now, and each time it gets rejected. I downloaded the data directly from my bank in PDF format. I am verified at no less than 50 casinos. I've never had any trouble verifying myself at any casino, especially when I've sent everything correctly.
I've even gone through the trouble of sending it separately, where it just shows the deposit with IBAN, name, everything complete, and then once with the complete bank statement in PDF, showing the name and IBAN. When I contact support for the last 2 days, they keep saying that the finance department is handling the case or that I would receive an email. But nothing is done except to keep rejecting it and making the same demands.
Automatic translation:
Public
Public
4 months ago
Dear Flyingkey,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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4 months ago
Translation
It's about the repeated request for verification even though the correct documents are available.
It's been the same for 2 days. Address, selfie, ID, transaction history were all confirmed and then this suddenly came as an addition and I sent it straight away but it has been rejected 10 times now. No one can tell me why or anything else, even though I did everything and sent it as requested.Automatic translation:
Public
Public
3 months ago
Dear Flyingkey,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
