SpinCity Casino - La solicitud de retiro del jugador está retrasada.

I've been playing on this platform for four years. My account was verified, and I've already made smaller withdrawals (see screenshot below). Now, with this larger withdrawal, a new verification was requested via the paysafecard deposit method. After initial difficulties regarding the exact number of deposit verifications, my account was re-verified on August 11, 2026. Unfortunately, my withdrawal request has still not been processed. When I inquire, I receive the standard response about a currently high volume of withdrawal requests and that I should be patient. See attached chat history. The support representative then referred me to their website to file a complaint.

For your information, I requested a withdrawal of €4000. This was split into two payments by Spincity, as can be seen in the screenshot.

Ich spiele seit 4 Jahren auf dieser Plattform. Mein Konto war verifiziert und ich habe auch schon kleinere Auszahlungen vorgenommen, siehe Screenshot unten. Jetzt bei dieser größeren Auszahlung wurde eine neue Verifizierung über die Einzahlungsmethode paysafecard angefordert. Nach anfänglichen Schwierigkeiten über die genaue Anzahl der Einzahlungsnachweise, wurde mein Konto am 11.08.2026 erneut verifiziert. Leider wurde aber bis heute meine Auszahlungsanfrage nicht bearbeitet. Bei Nachfragen bekomme ich die Standardantwort über derzeit hohe Auszahlungsanfragen und ich solle Geduld haben. Siehe Anhang Chatverlauf. Die Supportmitarbeiterin verwies mich daraufhin auf ihre Webseite um eine Beschwerde einzureichen.

Als Hinweis, ich habe 4000€ als Auszahlung angefordert. Diese wurden von spincity in 2 Auszahlungen gesplittet, wie auf dem Screenshot zu sehen ist.

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Hello,

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 from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Yes, I have already made withdrawals to my registered bank account from this casino. This can be seen at the very bottom of the screenshot, which I attached when submitting my complaint. The winnings were obtained using previously accumulated funds. There are no wagering requirements. The amount of €4,000 was available for withdrawal.

Regards, Pfeffi

Hallo Tomas,

Ja ich habe bereits Auszahlungen auf mein hinterlegtes Bankkonto von diesem Casino vorgenommen. Das ist auf dem Screenshot ganz unten zu sehen. Diesen hatte ich beim Einreichen der Beschwerde angehängt. Der Gewinn wurde mit bereits erspieltem Guthaben gewonnen. Eventuelle Umsatzanforderungen sind nicht vorhanden. Der Betrag von 4000€ stand zur Auszahlung bereit.

MfG Pfeffi

Hello Tomas,

Is there any news regarding my case?

Hallo Tomas,

gibt es schon Neuigkeiten bezüglich meines Falls?

Hello,

I've been waiting a long time for the casino to process my withdrawal. Would it be possible for them to assign another employee to my case, since Tomas seems to be unavailable for an extended period?

Hallo,

ich warte schon lange auf die Auszahlung des Casinos. Wäre es möglich, dass sie einen anderen Mitarbeiter mit meinem Fall beauftragen, da Tomas ja anscheinend länger nicht zur Verfügung steht?

Hello Pfeffi,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Since I haven't seen any progress in my case yet, I assume that Tomas is still on vacation.

Apart from another postponement from customer support, the casino has not yet responded.

Therefore, I assume that Tomas had not contacted the casino before his vacation.

Couldn't they assign my case to a different employee? I received my payment on July 19, 2026.

I applied. Six weeks have passed and nothing has happened.

Regards, Pfeffi

Hallo,

da ich bis jetzt noch keinen Fortschritt in meinem Fall sehe, gehe ich davon aus, dass Tomas noch im Urlaub ist.

Das Casino hat abgesehen von von einer weiteren Vertröstung vom Kundensupport auch noch nicht reagiert.

Daher gehe ich davon aus, dass Tomas vor seinem Urlaub noch keinen Kontakt zum Casino aufgenommen hatte.

Können sie denn meinem Fall keinen anderen Mitarbeiter zuweisen? Ich habe meine Auszahlung am 19.7.26

beantragt. Es sind mittlerweile 6 Wochen vergangen und es tut sich nichts.

MfG Pfeffi

Dear Pfeffi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Pfeffi,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SpinCity Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

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

Dear Pfeffi,

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,

Ayberk