SpinCity Casino - La retirada del jugador se ha retrasado.

Rude suspension of winnings payment. All mandatory spins completed. A set of documents sent every 48 hours. Constant formulas that the team is doing everything to help me. And messages from support asking for screenshots, knowing that I cannot upload such an attachment. I wrote that it cannot be uploaded, and in response I receive an email to the website, and everything is repeated there. I am a Polish citizen but I live in Germany and I am registered here. Below I am attaching the documents I sent.

ordynarne wstrzymanie wypłaty wygranej Wszystkie obowiązkowe spiny zrobione Komplet dokumentów wysyłany co 48 godzin Notoryczne formułki że zespół dokonuje wszystkiego żeby mi pomóc I pisanie od suportu wiadomości z prośbą o wysłanie screen shotow wiedząc o tym że takiego załącznika nie mogę wstawić Napisałem że nie można wstawić to w odpowiedzi dostaję meila do strony a tam wszystko się powtarza Jestem obywatelem Polski ale mieszkam w Niemczech i tutaj mam meldunek Poniżej załączam dokumenty które wysłałem

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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.

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Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

This is what it looks like. The last time I submitted documents was on May 17th. After 48 hours, I received a message that my account had not been verified. Now I can't submit the documents again. It's ridiculous what they're doing. My friend had the same problem with withdrawing PLN 9,000, naturally, he couldn't stand it and lost the money. They told him they could withdraw PLN 500 in installments.

tak to wygląda Ostatni raz składałem dokumenty 17 maja Po 48gidzinach dostałem informację że moje konto nie zostało zweryfikowane Tera już nie mogę złożyć ponownie dokumentów To jest śmieszne co oni wyprawiają Mój kolega miał identyczny problem z wypłatą 9000 tyś zł,naturalnie on nie wytrzymał i przegrał pieniądze Jemu powiedzieli że mogą w ratach wypłacać po 500zl

Dear sosen,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear sosen,

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,
Attila
Casino.Guru