Spinsy Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Good evening, I would like your assistance. I initiated a withdrawal on November 30th, and in December, I was asked to verify my identity, which I completed by providing my ID, card, and address. Afterwards, you requested transaction statements, which I sent in PDF format, but for some reason, they are not being accepted, and I don't know what I am doing wrong. I have repeatedly sent the account transactions for the card I used to make the deposit.

Καλησπέρα σας θα ήθελα την βοήθεια σας έχω κάνει ανάληψη από της 30 Νοεμβρίου μεσα στον Δεκέμβριο μου ζήτησαν ταυτοποίηση την οποία και έκανα σε ταυτότητα κάρτα και διεύθυνση μετά που ζητήσατε αντίγραφα συνναλαγων και τους τα έστειλα σε pdf αλλά για κάποιο λόγο δεν τα δέχονται και δεν ξέρω τι κάνω λάθος ενώ έχω στείλει επανειλημμένα της κινήσεις λογαριασμών της κάρτας που έκανα την κατάθεση.

Hello kiriakospan07,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinsy 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?
• Do you have trouble only with that one document to verify?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you kiriakospan07 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi kiriakospan07,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. When they reply, we'll see what we can do.

Dear Spinsy Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify why the player's bank statement was not accepted.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru.

Kind regards,

Natalia

Good morning, I contacted them by email again and they asked for the transactions, even though I have sent them many times and they are rejecting them. I downloaded them from e-banking in PDF format and now I am waiting for a response in case they accept them. I have been tormented by these transactions for a month.

Καλημέρα επικοινώνησα με email μου ξανά ζήτησαν τις συνναλαγες ενώ της έχω στείλει πολλές φορές και τις απορρίπτουν της κατέβασα από το e-banking σε pdf και τώρα περιμένω απάντηση μήπως της δεχτούν.1 μήνα τυρανιεμαι με αυτές της συναλλαγές.

Thank you for keeping us updated, kiriakospan07. I hope we'll hear comments from the casino soon. I appreciate your patience.

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.

Good morning, I understand that they are asking for an official copy of the account, which in order to get, I have to go to the bank to activate this function on my card. I sent them the transaction history but they are not accepting it. I hope this solves the problem. I will keep you informed.

Καλημέρα κατάλαβα ότι ζητάνε επίσημο αντίγραφο λογαριασμού το οποίο για να το βγάλω πρέπει να πάω στην τράπεζα να μου ενεργοποίηση αυτήν την λειτουργία στην κάρτα .εγώ τους έστελνα το ιστορικό συνναλαγων αλλά δεν το δέχονται ελπίζω με αυτό να λυθεί το πρόβλημα θα σας κρατάω ενήμερους.

Thank you for sharing these updates with us, kiriakospan07. If you have any further news after providing a document from your bank, let us know.

Dear kiriakospan07,

We kindly request you to please upload the requested transaction history from 17th of November 2024 till 17th of December 2024 with IN and OUT all the transactions in PDF or your transaction history for Alpha Bank account (with IBAN) showing all transactions for period 10th of November 2024 till 10th of December 2024. P

You should be able to upload your requested documents via verification tab in your profile.

Once again, please make sure all the transactions are visible within the period mentioned above. Please do not alter or edit and share the transaction history as it is in PDF format.

We are waiting for you to upload your documents to proceed further accordingly.

Best wishes,

Spinsy team.

Thank you for the clarification. I have repeatedly sent the transactions you requested as they are downloaded from e-banking. I did not modify or edit the documents myself and on this particular card it does not give me the option for copies. Only on my credit card do I have this option. Tell me if it does for identification so I can send you a copy from there, otherwise I will have to go to the bank to activate the copy option on all cards.

Ευχαριστώ για την διευκρινίσεις έχω στείλει επανειλημμένα της συναλλαγές που ζητήσατε όπως μου τα κατεβάζει από το e-banking δεν τροποποίησα η επεξεργάστηκα εγώ τα έγγραφα και στην συγκεκριμένη κάρτα δεν μου βγάζει την επιλογή για αντιγραφα μόνο στην πιστωτική μου έχω αυτήν την επιλογή πείτε μου αν κάνει για την ταυτοποίηση να σας στείλω από εκεί αντίγραφο αλλιώς θα πρέπει να πάω στην τράπεζα να ενεργοποιηθεί η επιλογή αντιγράφων σε όλες της κάρτες.

Good evening, finally today the identification was completed, so now I'm waiting for the payment, thank you very much for your help.

Καλησπέρα σας επιτέλους σήμερα ολοκληρώθηκε η ταυτοποίηση οπότε τώρα περιμένω την πληρωμή ευχαριστώ πολύ για την βοήθεια σας.

Thank you for your assistance, Spinsy Casino.

Dear kiriakospan07, thank you for keeping us informed. Let us know once you receive the payment. I hope it will be processed soon.

Good evening, the first payment has been made, the rest will probably arrive tomorrow, so all is well!

Καλησπέρα σας η πρώτη πληρωμή πραγματοποιήθηκε λογικά αυριο θα μπουν και τα υπόλοιπα οπότε όλα καλά!

Dear kiriakospan07, thank you very much for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good evening, I confirm that all withdrawals were completed successfully. Thank you again for your help and Spinsy Casino for resolving the issue.

Καλησπέρα σας επιβεβαιώνω ότι όλες η αναλήψεις ολοκληρώθηκαν επιτυχώς ξανά σας ευχαριστώ για την βοήθεια σας και το spinsy casino για την επίλυση του θέματος.

Dear kiriakospan07,

That's great to hear the withdrawal was successful and your issue has been resolved. I'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you encounter any issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services or accept gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Natalia