SpinCity Casino - El retiro del jugador se retrasó debido al proceso de verificación.

Im from Ontario Canada and experiencing difficulties withdrawing my winnings due to ongoing verification. This has been extremely frustrating and judging by reading other peoples complaints I’m not the only one. I have been verified with dozens of other sites and this one takes extremely long with no help in telling me when or why my documents are not being approved or processed. This needs to be sorted asap so I can withdrawal all my winnings. I have attached the waiting page I get for verification it’s been 2 days and nothing. I’m really frustrated

Dear Bhewson,

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 you sent 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,

Kristina

It took a while, but today finally they approved and verified my account, my withdrawls are still pending so ill see how long that takes. thanks

Thank you for your reply, Bhewson. I am happy to hear that at least one problem has been resolved. It can take a few additional days to process the withdrawal as many casinos usually send the payment only after the verification has been completed.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you.

Dear Bhewson,

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.

It is complete this can close.

Dear Bhewson,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru