SpinCity Casino - El retiro del jugador ha sido cancelado.

Ladies and Gentlemen,

I submitted a PLN 3,000 withdrawal request, which was initially approved. Two days later, the status changed to "canceled." Customer service offered no explanation, only stating that "it was an internal system decision" and that I needed to undergo verification.

I'd like to point out that I've already been verified, and yet I'm being asked to do it again. The funds remain in my account, but I'm afraid that future applications will also be denied without any justification.

This situation has caused me to lose trust in this casino. I kindly ask the managers to intervene and help me recover my funds.

Kind regards,

GP

Szanowni Państwo,

Złożyłam wniosek o wypłatę w wysokości 3000 zł, który początkowo został potwierdzony. Po dwóch dniach jego status zmienił się na „canceled". Obsługa klienta nie udzieliła żadnych wyjaśnień, jedynie stwierdziła, że „to wewnętrzna decyzja systemu" i że muszę przejść weryfikację.

Chciałabym zaznaczyć, że weryfikację przechodziłam już wcześniej, a mimo to proszą mnie o powtórne jej przeprowadzenie. Środki pozostały na moim koncie, jednak obawiam się, że kolejne wnioski również będą anulowane bez żadnego uzasadnienia.

Taka sytuacja spowodowała, że straciłam zaufanie do tego kasyna. Uprzejmie proszę menedżerów o interwencję i pomoc w odzyskaniu moich środków.

Z poważaniem,

G. P.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Which documents have you been requested to provide for this verification? Have you submitted any of these documents to this casino yet?

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

Ladies and Gentlemen,

Yes, I've already successfully completed verification and made one withdrawal of 700 PLN, all without any issues. I only play slots. I haven't used any bonuses.

I have now been asked to provide a bank statement showing the deposit to the casino account, but I would like to point out that during the previous verification process, such a document was not required.

Kind regards,

Genevieve P.

Szanowni Państwo,

Tak, wcześniej pomyślnie przeszłam weryfikację i dokonałam już jednej wypłaty w wysokości 700 zł wszystko przebiegło bez problemów. Gram wyłącznie w automaty (sloty). Nie korzystałam z żadnego bonusu.

Obecnie poproszono mnie o dostarczenie wyciągu bankowego z depozytem na na konto kasyna, jednak chciałabym zaznaczyć, że podczas wcześniejszej weryfikacji taki dokument nie był wymagany.

Z poważaniem,

Genowefa P.

Thank you for your response.

Please note that the casino may request additional documents for verification if necessary. Asking for a bank statement showing the deposit made into your casino account is a standard procedure.

Have you already submitted this document to the casino?

If so, when exactly did you send it?

Has it been reviewed by the relevant department yet?

Ladies and Gentlemen,

Fortunately, verification was finally successful and I received my funds. However, I requested that my account be blocked because I no longer intend to use this casino.

I don't want to play in a place where they can ask for additional verification at any time, and on top of that I have to nervously wait for the withdrawal and verification confirmation.

Kind regards,

Genevieve P.

Szanowni Państwo,

Na szczęście w końcu udało się weryfikacja została pomyślnie zakończona i otrzymałam już swoje środki. Jednak poprosiłam o zablokowanie mojego konta, ponieważ nie zamierzam już więcej korzystać z tego kasyna.

Nie chcę grać w miejscu, gdzie w każdej chwili mogą poprosić o dodatkową weryfikację, a do tego trzeba nerwowo czekać na wypłatę i potwierdzenie weryfikacji.

Z poważaniem,

Genowefa P.

Thank you for your reply.

I’m glad to hear that you received your funds, even though the verification and payout process took longer than expected.

Regarding the closure of your account: has the casino closed it in the meantime? Please note that we can assist you with the closure request only if it was related to gambling addiction and a desire to self-exclude.

Ladies and Gentlemen,

Thank you for your message.

My account has already been blocked as per my request and I do not intend to use it anymore.

I don't need any additional help with this.

Kind regards,

Genowefa P.

Szanowni Państwo,

Dziękuję za wiadomość.

Moje konto zostało już zablokowane zgodnie z moją prośbą i nie zamierzam więcej z niego korzystać.

Nie potrzebuję w tej sprawie dodatkowej pomocy.

Z poważaniem,

Genowefa P.

Dear Genowefa.P,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://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,

Veronika Fritz

Casino.Guru