SpinEmpire Casino - Applying various stalling tactics to delay payment

posted on March 16, 2016.

February 29th received an email with an offer from a casino bonus SpinEmpire.
I make a deposit of 30 euros, received a 150% bonus and start playing.
Bonus requirements have been fully met and I had 980 euros on balance.
I made a withdrawal request, after a few minutes I came to notice that my request is canceled and the money returned to balance. I got requirement KYC documents.
Half an hour later I send all the requested documents + a copy of the card with which I deposited.
March 2 the following message comes from the support:
Dear , Anton

Sorry for disturbing, however we would kindly ask you to provide the following documents as per financial department request. These documents are needed to verify your account and due to security reasons. Moreover it will be helpful for your further withdrawals of the winnings!

- PROOF OF IDENTIFICATION - any of the following: Your photo with passport or national ID holding in the hand next to your face.

No problem, after half an hour after receipt of the request, I sent 2 photos.
Next came an email confirmation that all documents have been received and sent to the relevant department. The process takes up to 5 working days.
Good. March 4 decided to ask how the process is progressing and when can I will make a request to withdraw winnings.
I got a the answer that my documents are checked and once that is done I will be notified.
March 9 after 6 working days, ask again why my account is inactive and when I was finally able to make a request to withdraw winnings.
I got the answer:
Dear, Anton

Due to security reasons your account is under review.
It will be opened shortly and you will be able to place your withdrawal.

Thank you.

It was the last answer from support.
I wrote an email on 11 March. He was ignored.
I wrote an email on March 14. He was again ignored.
Regularly sought information in a chat, but received the answer: We do not have this information, wait for the email.

Patience came to an end. I ask explanations from the casino, what is happening?
Why did you break your own terms?
And this attitude to customers correlate with your motto?
«Play safe and responsible
Confiscation of winnings, crooked software, payment delay, unresponsiveness, hidden terms, bogus license, - the list of tricks used by online casinos these days is endless. We had no intention to become a flight-by-night business and centred the company on fair play.
One of our major objectives is to establish responsible practices to increase player confidence in online gaming services. Players can safely enjoy their favourite games at SpinEmpire online casino without any fear of being cheated.»

posted on March 19, 2016.

Dear @stilet666,

Any update regarding your complaint? Thank you.

posted on March 19, 2016.

Dear AskGamblers.

No news, unfortunately not.
My account is still blocked, no information was from the casino SpinEmpire.
It has been 10 days since their last reply: "It will be opened shortly and you will be able to place your withdrawal."

If possible, I would like to consult how to file a complaint with the licensing authority. Thank you.

posted on April 13, 2016.

This case has been reopened as per SpinEmpire Casino request and AskGamblers Complaints Team would like to give it one more try with the hope that the parties involved into the dispute will manage to reach to a mutual agreement.

posted on April 13, 2016.

Player was paid full amount of winnings.

posted on April 13, 2016.

I confirm. After 35 days !!!!! I got my money. To get them, I had to submit complaints to the EveryMatrix and MGA.
Very bad attitude to the players. You should be ashamed, you undermine the credibility of the all casino EveryMatrix.
Financial claims to the casino currently no.

posted on April 13, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation