SpinCity Casino - El retiro del jugador se ha retrasado y la verificación está paralizada.

I've been waiting 19 days for verification to complete. They don't even accept documents from the tax office. I then had my residence confirmed by the local council, and today is day 6 of the verification process, and it's still not finished. They keep giving the same excuses, even though the terms and conditions state it can take up to 48 hours. During registration, I couldn't select my city, but I did enter the correct postal code. It's been 24 hours since I made this change. When I contacted support, they told me it required a thorough review. Which I don't find fair at all. I won over €450, but I didn't realize I'd already fulfilled the bonus requirements because I hadn't received any notification. Now I only have €69 left. They keep dragging it out, and I'm going to lose it all!

(Update: 3 days since they changed the address, I'm still waiting. This can't be right, it's over €69. I don't even want to know how long it would have taken, or if I would have even received the payment at all, if the amount had been higher. It's so obvious this is a stalling tactic.)

Warte seit 19 tagen das Verifizierung durch ist. Auch Dokumente die sogar vom Finanzamt sind, akzeptieren sie nicht. Habe dann von der Gemeinde mein Wohnsitz bestätigen lassen, heute der 6. Tag Verifizierung immer noch nicht durch. Immer die gleichen Ausreden obwohl in denn AGBs drin steht, darf bis zu max. 48 Stunden dauern. Bei der Registrierung, konnte die Stadt nicht auswählen, aber die richtige Postleitzahl angegeben. Für diese ändenderung bis dato schon 24 Stunden her ist. Bei nachfrage beim Support die Antwort bekamm, dies bräuchte eine gründliche Überprüfung. Was auch nicht fair finde, habe über 450€ gewonnen, wusste aber nicht das schon lange die bonusbedingungen durch gespielt habe, da keine Meldung kamm. Jetzt nur noch 69€, zögern es weiterhin hinaus, das man es verspielt!

(Update, 3 Tage her das sie die Adresse ändern, muss immer noch warten. Kann doch nicht sein, das wegen 69€. Möchte gar nicht wissen, wie lange oder ob überhaupt es ausbezahlt bekommen hätte, wann der Betrag höher gewesen wäre. So offensichtlich das es sich um eine hinhalten Taktik handelt.)

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinCity Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Have you tried fixing the address in your player's profile before depositing and playing by contacting support?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, verification and address changes are complete. Now they won't release the payment. It says I have to wait another 48 hours.

Hallo, Verifizierung und die Änderungen der Adresse ist durch. Jetzt wollen denn betrag nicht auszahlen. Schon wieder heißt es 48 Stunden zu warten.

Hello, €69 was paid out, but the €16 cashback was cancelled. Not only did it take 25 days to complete the verification, but they also cancelled the cashback.

Hallo, 69€ wurde ausbezahlt, das cashback von 16€ storniert. Nicht nur das 25 Tage gebraucht haben Verifizierung durchzuführen, stornieren das cashback auch.

Dear Ici77,

Thanks very much for your continuous updates. We are happy to hear your account was verified, and your payout reached your wallet/bank account.

May we consider the issue resolved?

Could you please provide more details about the bonus and why you didn't receive it? What is the evidence that you are eligible for the bonus? Would you be able to provide more context about the situation?

Looking forward to your reply.

Dear Ici77,

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,
Tomas
Casino.Guru