SpinCity Casino - Retiro retrasado de 5.000 € en SpinCity Casino.

Hello everyone,

I have been having an issue with Spin City Casino for the past 2 weeks.

I've made several deposits and withdrawals there, but now I face a problem. My withdrawal, which started on March 29th, has not been processed.

My account was previously verified, however I had to upload new documents to confirm this verification. Until here, everything went smoothly and my account was reconfirmed.

However, I have been waiting for my 5000€ withdrawal (weekly Max Cashout) for over two weeks now.

Whenever I confront them in the chat, they always put me off, claiming that the team has to manually review each transaction. But I believe a two-week delay is unacceptable.

Can any of you help here, or provide me with another contact method besides the regular live chat? Unfortunately, it's not able to provide much help to me.

Many thanks and best regards,

Dominic

Hallo zusammen,

ich habe seit 2 Wochen ein Problem mit dem Spin City Casino.

Ich habe dort schon mehrfach ein und ausgezahlt, allerdings habe ich nun das Problem, dass meine Auszalung seit dem 29.03 nicht bearbeitet wird.

Mein Konto war verrifiziert, allerdings musste ich neue Dokumente hochladen um es erneut zu bestäigen, bis hierhin hat auch alles geaklappt und mein Konto wurder erneut Bestätigt.

Ich warte allerdings jetzt über 2 Wochen auf meine Auszahlung in Höhe von 5000€ (wöchentlicher Max Cashout)

Im Chat werde ich immer vetröstet, dass das Team sich alle Vorgänge Manuell anschauen muss, allerdings halte ich 2 wochen für nicht akzeptabel.

Könnt ihr hier weiterhelfen bzw. habt einen anderen Kontakt als den normalen Live Chat ? Dieser kann mir leider überhaupt nicht weiterhelfen.

Vielen Dank und Liebe Grüße

Dominic

Dear x7dome,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings?
• If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Petronella,

Thank you very much for the quick response to my complaint.

I won the money with active bonus and completed the bonus.

I used Litecoin as a withdrawal method.

I have withdrawn money from the casino several times but it took a maximum of 3 days.

Best regards

Dominic

Hallo Petronela,

vielen Dank für die schnelle Antwort auf meine Beschwerde.

Ich habe das Geld mit aktiven Bonus gewonnen und den Bonus fertig gestellt.

Als Auszahlungmethode habe ich Litecoin verwendet.

Ich habe schon öfter bei dem Casino ausgezahlt aber da hat es maximal 3 Tage gedauert.

Liebe Grüße

Dominic

Thank you very much, x7dome, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of SpinCity Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello x7dome,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite SpinCity Casino’s representatives to join this discussion in order to resolve this issue.

Dear SpinCity Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hello everyone,

my Litecoin withdrawal has now been cancelled due to problems with my bank.

I cannot understand that, since this was about a Litecoin payout.

Now I have to confirm my account again and submit a bank statement that I submitted a few days ago and my account was confirmed, now I have to upload it again.

I have now requested a new withdrawal via bank.

Best regards

Dominic

Hallo zusammen,

meine Litecoin Auszahlung wurde nun storniert mit dem Grund, dass es Probleme mit meiner Bank gibt.

Das kann ich nicht nachvollziehen, da es hier um eine Litecoin Auszahlung ging.

Nun soll ich meine Konto erneut bestätigen und wieder einen Kontoauszug einreichen, den ich schon vor einigen tagen eingereicht habe und mein Konto wurde bestätigt, jetzt muss ich es nochmal hochladen.

Ich habe nun eine neue Auszahlung per Bank gestellt.

Liebe Grüße

Dominic

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jakub,

We would like to provide an update regarding a user transaction that was unsuccessful due to temporary technical difficulties. The transaction was canceled with the reason "Transaction canceled due to temporary technical difficulties."

We recommend that the user try again later or use an alternative payment method for their transaction.

We have noticed that the user made a withdrawal using the bank transfer method on April 22, 2024. Currently, this withdrawal is in progress, and we are actively working on processing it.

Dear SpinCity Casino,

Has the withdrawal been processed already? Could you provide any updates regarding this issue?

Thank you in advance for your reply!

Dear Jakub,

The withdrawal from 2024-04-22 was successful. Additionally, there was another successful transaction of €5000 on 2024-05-02.

Hello everyone!

Dear SpinCity Casino,

Thank you for providing this information.

Dear x7dome,

Could you please confirm that you have successfully received your withdrawal?

Hello,

These two payouts were successful.

A payout of €4800 is still missing

Hallo,

diese beiden Auszahlungen waren Erfolgreich.

Es fehlt noch eine Auszahlung im Wert von 4800€

Hello x7dome,

Thank you for this valuable update.

Dear SpinCity Casino,

Could you kindly provide an estimate of when the final installment for the player will be processed?

Dear Jakub,

We see a successful transaction in the amount of 4800 EUR from our side on 2024-05-08. x7dome should have received his winnings by this time.

Dear SpinCity Casino,

Thank you very much for providing information and for your cooperation.

Dear x7dome,

Please let us know once you have received your funds.

Hello,

all the money has now arrived

Thank you for your help

Hallo,

das ganze Geld ist nun angekommen

Vielen Dank für Ihre mithilfe

Dear x7dome,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Jakub