SpinCity Casino - El jugador experimenta retrasos en el pago y problemas con la cuenta.

Hello,

I had won €2200 in the casino, then I wanted to pay out the winnings. Since I had moved to a new street (same place of residence), I stated that I had moved there so that there would be no problems with the payout.

Then nothing happened at all and I didn't get an answer from support.

On Monday, August 5th, 2024, I received a message with the new required documents. I immediately sent all the required documents a few minutes later.

These were rejected again and again every day with new reasons, which I always eliminated and sent the new, improved documents a few minutes later.

It can't go on like this, I have the feeling that they don't want to pay me anything and just want to stall me.

The chat support only gives me ready-made answers and cannot help.

Best regards

Robin

Hello casrogalo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinCity Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Since last Thursday, all documents were verified and then individual documents were rejected again afterwards.

Seit letzte Woche Donnerstag, Alle dokumente wurden verifiziert und dann wurden einzelne dokumente wieder anschließend abgelehnt.

Nothing has happened since then even though all documents have been sent and I have been verified.

Chat support continues to send standard replies and doesn't want to tell me when the money will be paid out.

Es hat sich seither nichts getan obwohl alle Dokumente gesendet wurden und ich verifiziert bin.

chat Support schickt weiterhin Standard antworten und will mir keinen Zeitpunkt sagen wann das Geld ausgezahlt wird.

Message from Casino in your mailbox: Your identity has been verified

2024-08-08 07:08:00

Congratulations! Your identity has been successfully verified. Your withdrawal request is currently being processed by the finance department. The amount will be credited to your card or e-wallet shortly. The transfer will be received by the bank within 5 working days at the latest, and by the e-wallet within 24 hours.

Nachricht von Casino im Postfach : Ihre Identität wurde verifiziert

2024-08-08 07:08:00

Herzlichen Glückwunsch! Ihre Identität wurde erfolgreich bestätigt. Ihr Antrag auf Auszahlung wird derzeit von der Finanzabteilung bearbeitet. In Kürze wird der Betrag auf Ihrer Karte oder Ihrem E-Wallet gutgeschrieben. Die Überweisung geht bei der Bank spätestens in 5 Werktagen und beim E-Wallet - in 24 Stunden ein.

Hello casrogalo,

If your account got already verified, I can only recommend to wait 14 days for the withdrawal to be processed. Please let me know in case it would take longer.

Hello,

I have sent all my documents for 14 days.

My payout isn't even being processed yet.

Nothing has happened for 5 days.

Hallo,

ich habe seit 14 Tagen alle meine Dokumente gesendet.

Meine Auszahlung ist nocht nichtmal in Bearbeitung.

Seit 5 Tagen ist nichts Passiert.

Hello casrogalo,

Before we would try to get in touch with the casino, please forward the communication between you and SpinCity to nikolas.b@casino.guru.

I sent

Habe ich geschickt

I still haven't received my money.

Ich habe mein Geld noch immer nicht erhalten.

Thank you casrogalo for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear casrogalo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinCity Casino representative to join this conversation.

Dear SpinCity Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

We’re pleased to inform you that the user account has been verified and the withdrawal request has been processed.

Hello, I received my money. Thank you very much

Hallo, ich habe mein Geld erhalten. Vielen dank

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru