The player from Italy is experiencing difficulties withdrawing his winnings due to a minimum withdrawal limit. After passing KYC verification the player received all of his winnings.
Spintropolis Casino - Player’s struggling to withdraw his winnings.
Amount: €52
Spintropolis Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I basically created an account about two weeks ago on Spintropolis Casino, without realizing how scam it was. I deposited € 40 and played the slot machines, winning a total of € 52 (including deposit). When I asked for a withdrawal, the operation failed and after contacting customer service several times, they informed me that according to the casino T&C, (which I can't even read because the screen always freezes when loading) the minimum withdrawal for the Casino is € 100. Now, in addition to filing a complaint hoping for your help, I would like to ask you for info as you are certainly more experienced than me. If I deposited another € 50 into my account, the total account value would go up to € 102 at this point. In your opinion, could I withdraw the money without problems in this case, leaving aside the complaint and everything else? I would like to avoid giving my money away to such a scam casino. I hope for your reply and thank you for your work.
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3 years ago
Dear Jacopo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that limits for deposits and withdrawals are not managed by the casino exclusively. The payment providers may impose limits for the transactions. I have checked general terms and conditions, and this is what I found https://www.spintropolis.com/withdrawal-policy/?lang=en:
"Withdrawal Limits
The minimum withdrawal amount is €100 per withdrawal."
In regard to an additional deposit, please bear in mind that every deposit has to be wagered at least once before you can request a withdrawal.
"You can only deposit funds for the purpose of playing games on the website. Any suspicious use of this website will result in you being immediately reported to the relevant authority and may lead to us freezing the funds and closing the account."
"Any funds deposited must be utilised for the placing of bets. For withdrawals of funds that have not been fully put into play we reserve the right to refuse a refund if we suspect you of fraud."
Please let us know if this advice was helpful. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Perfect thank you so much for the explanation, so basically if the limit is € 100 and I have already put € 40 at the beginning and won for a total of € 52, if now I insert let's say another € 50 and I play like € 2 on slots machine, would I have 100 € left right and could I withdraw it this way?
I would like to know if there are valid alternatives to withdraw my money safely without having to risk losing it.
I would also be willing to give up the initial win and withdraw only the € 40 I had deposited at the beginning if possible, it would be a win-win solution, right?
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3 years ago
I’m afraid, Jacopo, that if you deposit another €50 you need to place bets in the same amount before you will be able to request a withdrawal.
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3 years ago
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So there are no ways to withdraw that money without risking losing it by playing?
not even notify the casino that my € 40 is enough and that I am willing to give up winning the extra € 12?
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3 years ago
Since minimum withdrawal is €100, I believe it won’t be possible. However, we have nothing to lose if we try contacting the casino. Please remember, even if your request will be denied we can’t punish the casino.
I will now transfer your complaint to my colleague Viliam who will be at your assistance.
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3 years ago
Hello Jacopo,
I looked at your complaint and will do my best to help you. I would like to invite Spintropolis Casino into this conversation. Can you please specify what is player supposed to do in order to withdraw his winnings?
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3 years ago
Translation
Thank you very much Viliam, as mentioned I am also willing to leave my winnings at the casino and withdraw only the initial deposit of € 40.
We await the response from the Casino.
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3 years ago
Dear Jacopino01
As stated we do not allow any withdrawal request below the minimum amount.
However, in this case we will process the withdrawal and your account will be closed. In order to receive the funds in your account you have to complete the KYC or document verification.
Here are the list of documents you must provide:
- Identification - driver's license, passport or any government issued photo identification
- Proof of address such as utility bills
- Back and front of the credit card ending 9070 [Please block out the middle digits of the credit card number, leaving the first 6 and last 4 digits visible (e.g., 512345XXXXXX7890). Please block out the 3 digit security code on the back of the credit card. The card must be signed].
- Latest bank statement with IBAN for the nominated receiving account.
Kindly send the requested documents to support@spintropolis.com
Regards
Spintropolis Casino
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3 years ago
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Hello, I have already contacted you via email but you don't answer me, is there a problem?
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3 years ago
Hi Jacopino01
Please be advised that you must provide the documents as requested above.
As you stated on your communication to the casino, you no longer have the credit card in your possession, therefore, you must provide a screenshot of the transaction from your account or credit card statement.
4.3. You may be requested and agree to provide identifying personal documentation to aid the Casino in the fulfilment of its requirements. These documents include but are not limited to a valid passport or other government issued identification document, proof of residence, and proof of ownership of financial accounts.
Awaiting for your response.
Spintropolis Casino
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3 years ago
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Good morning Spintropolis Casino
I will provide you with what you asked for in the last email plus the screenshot of my old credit card transaction, now I am writing to you and waiting for an answer, thank you.
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3 years ago
Thanks for the update.
Kindly continue to communicate with the casino via email.
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3 years ago
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Good morning,
I confirm that the situation has been resolved and that today I received the disputed sum.
I thank you at Casino Guru for helping me resolve this situation and I thank the people at Spintropolis Casino for agreeing to cooperate.
Good job everyone.
Jacopo
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3 years ago
Dear Jacopo,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
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