SpinCity Casino - El retiro del jugador se ha retrasado.

Payment declined.

Auszahlung abgelehnt.

Dear Anubisamun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

First question: No, I don't. I'm still waiting for a KYC response. I sent everything they asked of me. Yes, I played with the bonus, but I wagered the bonus and only then did I win the money.

Erste frage nein ,hab ich nicht. Auf KYC Antwort warte ich noch. Hab alles geschikt was sie von mir verlangt haben . Ja ich habe mit bonus gespielt,aber bonus umgesetzt und erst danach hab ich das geld gewonnen.

Thank you for your reply, Anubisamun. Could you please advise which documents you have already provided and when exactly you sent the last one?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Yes, I have a photo of my residence permit and a selfie of myself. That was last week. First, they wrote to me that I needed to verify my identity if I wanted to withdraw anything. Then they told me I wouldn't get the money, and they left me 34 euros in my account, and the rest was gone.

Ja, ich habe foto von meinen Aufenthaltsgenehmigung und ein selfie von mir.das war letzte woche. Zuerst haben sie mir geschrieben das ich mich verifizieren soll wenn ich was auszahlen will. Danach, das ich das geld nicht kriege und die haben mir 34 euro aufn account gelassen rest war weg

I wanted to withdraw €200 beforehand, but by the time it was approved and I received a response from them, I'd already lost the money again.

I have deposited money there several times but have not been able to withdraw it yet.

Ich wollte mir vorher schon 200 euro auszahlen aber bis das genehmigt wurde, und ich antwort von ihnen gekriegt habe. Hab das geld schon wieder verspielt.

Ich hab offters da was eingezahlt aber bis jetzt noch nicht auszahlen können.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Anubisamun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent you everything to your email address last week.

Ich hab Ihnen auf ihre email Adresse alles geschickt. Schon letzte Woche.

I sent it again.

Ich habe es nochmal geschickt.

Thank you. Do I understand correctly, based on the emails from the casino, that your winnings have been reduced? Could you please clarify how much money you currently have in your casino account?

Dear Anubisamun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of Anubisamun. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Can you please get back to my last message with questions and provide the required information so we can proceed with further investigation?

Dear Anubisamun,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru