SpinCity Casino - El jugador cree que el reintegro se ha retrasado.

Hello,

I am reaching out about my verification problems... it has been almost a week since I submitted my withdrawal request and I have face constant denials all week. Originally my photo id was verified but when I finally got the other required documents verified they then changed it and denied my photo id verification. I have taken photos of the messages as proof and can provide them if needed

At this point this entire process feels more and more like my verification is being intentionally delayed to prevent my withdrawal and more and more like a scam.

I truly hope this is not the case as I was intent on making spin city my primary app for a online casino. I do not know whats going on but it is ridiculous and I am beginning to wonder if I should even ask customer support for assistance since NONE seems to be provided when asked.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rmerrigj,

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

They have denied my id verification 2 more times since i made my initial complaint with casino guru. Feel more and more malicious every day. Cant get help from anyone. I appreciate your fast response but this is nonsense. They just keep denying my id even though it was already verified.. i just submit my id for verifications for the 3rd time since i made this complaint.

Dear Rmerrigj,

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.

Good evening,

My issue still has not been resolved. Per my previous message i had resubmited my documents again on Monday. They said to wait 48 hours. I waited 5 days before touching base again. I reached out to spin city customer support and they said my verification has still not been processed and asked me to continue to wait. It has now almost been 2 weeks since my withdrawal request and nothing has changed. Any help would very much be appreciated.

Thank you for your time.

Regards

Raymond Merrigan-Johnson

Dear Rmerrigj, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 very much in advance for your reply.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rmerrigj,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla