A player from Germany experienced withdrawal delays and cancellations due to alleged technical issues. Despite having a verified account, the casino requested complete bank statements after lengthy waits. The player did not receive any money. The player's account was deactivated without warning after submitting the required documents. We marked the complaint as resolved after the player confirmed the issue was closed.
SpinsUp Casino - Player’s withdrawals have been delayed.
Amount: €413
SpinsUp Casino
Safety Index:Fresh casinoSafety Index
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6.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello, withdrawals are deliberately being delayed, then canceled due to alleged technical issues. Despite having a verified account, they suddenly require complete bank statements, which they request only after a 16-hour wait. As it stands, I can only advise against playing here. To this day, I have not received my money.
Automatic translation:
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4 months ago
Dear Ikarusxt,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you made any successful withdrawals before?
Have you provided your bank statements as part of the verification process before? Kindly bear in mind that the casino is eligible to request additional documents from players before processing their withdrawal requests.
When was the last time you tried submitting a withdrawal request? Have you communicated with customer support regarding the technical problems they are experiencing? Could you please advise if you have been informed about any alternative method to withdraw your winnings?
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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4 months ago
Translation
Hello,
No, so far no payouts have worked. I have submitted everything, including the bank statements!
The day before yesterday I started a new withdrawal, then new documents were requested, which I uploaded and now I have been deleted without any warning or information. My account is deactivated. I no longer have access!
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4 months ago
Translation
This casino is really the worst.
everything was artificially delayed and now the account has simply been deactivated.
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4 months ago
Dear Ikarusxt,
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
