Spinsy Casino - Player’s withdrawal is delayed due to document issues.

Good evening, I would like your assistance. I initiated a withdrawal on November 30th, and in December, I was asked to verify my identity, which I completed by providing my ID, card, and address. Afterwards, you requested transaction statements, which I sent in PDF format, but for some reason, they are not being accepted, and I don't know what I am doing wrong. I have repeatedly sent the account transactions for the card I used to make the deposit.

Hello kiriakospan07,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinsy Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Do you have trouble only with that one document to verify?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The identification was requested 10 days after the withdrawal request almost in mid-December I finished with my ID card and address until they asked me for the card transactions in pdf and while I have sent them repeatedly they have been rejecting them for a month with the excuse that they are processed. I sent them 2-3 emails but I can't figure out exactly how they want them and it is the last step for the payment to proceed. I am new to this casino I registered at the end of November and I made all 4 deposits with them. Note: they canceled the payment so I have to redo it.

Thank you kiriakospan07 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi kiriakospan07,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. When they reply, we'll see what we can do.

Dear Spinsy Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify why the player's bank statement was not accepted.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru.

Kind regards,

Natalia

Good morning, I contacted them by email again and they asked for the transactions, even though I have sent them many times and they are rejecting them. I downloaded them from e-banking in PDF format and now I am waiting for a response in case they accept them. I have been tormented by these transactions for a month.

Thank you for keeping us updated, kiriakospan07. I hope we'll hear comments from the casino soon. I appreciate your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning, I understand that they are asking for an official copy of the account, which in order to get, I have to go to the bank to activate this function on my card. I sent them the transaction history but they are not accepting it. I hope this solves the problem. I will keep you informed.

Thank you for sharing these updates with us, kiriakospan07. If you have any further news after providing a document from your bank, let us know.

Dear kiriakospan07,

We kindly request you to please upload the requested transaction history from 17th of November 2024 till 17th of December 2024 with IN and OUT all the transactions in PDF or your transaction history for Alpha Bank account (with IBAN) showing all transactions for period 10th of November 2024 till 10th of December 2024. P

You should be able to upload your requested documents via verification tab in your profile.

Once again, please make sure all the transactions are visible within the period mentioned above. Please do not alter or edit and share the transaction history as it is in PDF format.

We are waiting for you to upload your documents to proceed further accordingly.

Best wishes,

Spinsy team.

Thank you for the clarification. I have repeatedly sent the transactions you requested as they are downloaded from e-banking. I did not modify or edit the documents myself and on this particular card it does not give me the option for copies. Only on my credit card do I have this option. Tell me if it does for identification so I can send you a copy from there, otherwise I will have to go to the bank to activate the copy option on all cards.

Good evening, finally today the identification was completed, so now I'm waiting for the payment, thank you very much for your help.

Thank you for your assistance, Spinsy Casino.

Dear kiriakospan07, thank you for keeping us informed. Let us know once you receive the payment. I hope it will be processed soon.

Good evening, the first payment has been made, the rest will probably arrive tomorrow, so all is well!

Dear kiriakospan07, thank you very much for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good evening, I confirm that all withdrawals were completed successfully. Thank you again for your help and Spinsy Casino for resolving the issue.

Dear kiriakospan07,

That's great to hear the withdrawal was successful and your issue has been resolved. I'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you encounter any issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services or accept gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Natalia