The player from Germany experienced significant delays and a lack of communication from the casino regarding the verification process. The player wanted to file a complaint and requested the payout of their funds. The issue was rejected due to the player's request to close the complaint and failure to respond to the questions. The player was informed that further assistance was available for any future issues with the casino.
Spinrollz Casino - Player’s withdrawal is delayed.
Amount: €1,800
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.4
Spinrollz Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, as I know this casino is significantly delaying and not informing me despite multiple inquiries on how I can verify myself, I would like to file a complaint and present this behavior from the casino. Additionally, the main point is that this casino needs to pay out my funds to me. I will keep you informed about any updates and difficulties with the casino. Once I have received my funds, we can mark this complaint as resolved.
Automatic translation:
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2 months ago
Dear yasin61,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the verificatiom? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
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2 months ago
Dear yasin61,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
