Complaint #2 Spin City Casino

Verification Unattainable

By ellezedd

1 year ago

I have tried to submit the requested documents for verification 4 times and every time it takes 48 hours for them to tell me they’re unsatisfactory. Then I resubmit and they tell me the same thing. I am not sure what else I can do to provide them verification as each time I submit the information asked for in the verification process. It seems like they purposefully delay the verification process. I have never had issues with verification on other sites.

Disputed Casino Spin City Casino

Reason Verification issues

Amount $5968

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

ellezedd

1 year ago

I did request to withdraw the balance in my account. After verification, which did take longer than it has on other casinos they promptly processed the first withdraw request of $4500 CAD. They also let me know that I can request the remaining balance of $1468 on August 12th due to withdrawal limits. I will say, I am pleasantly surprised and I believe they handled this very professionally after the somewhat laboured verification process was completed. I have no further complaints about this casino and thank them for remedying this situation promptly.

AskGamblers

• Support Team

1 year ago

Dear @ellezedd,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spin City Casino

• Representative

1 year ago

Dear AskGamblers,
we are grateful for your help in resolving this complaint. The user's documents were checked and the account was successfully verified. The first withdrawal request was processed from our side, the next requests will be processed in accordance with rule 3.6.2 In cases where a Player's total winnings exceed five (5) times the total sum of their deposits, maximum withdrawal limit of 5,000 EUR (or equivalent in another currency) within a 30-day period.

Spin City Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $5,769

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Spin City Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Spin City Casino Complaints

See all complaints for this casino

Delayed withdrawals of 1800 EUR after full verification

Hello,I am writing to lodge a formal complaint against Spin City Casino regarding delayed withdrawals totaling €1,800.My account verification process (KYC) took almost 40 days, but it was finally and successfully approved. Following that, I made several withdrawal requests:A withdrawal of €100 made on September 14th was successfully paid on September 16th.However, my subsequent withdrawal requests from September 15th and September 16th, totaling €1,800, are still stuck in "Pending / Awaiting processing" status.It has been 9–10 days now. Every time I contact live support, I am given the same template response to "just wait" without any valid justification or timeframe. Since my account is 100% verified and my first small withdrawal was processed, there is no legal reason to hold my €1,800.I kindly request the assistance of your platform to resolve this issue and prompt the casino to release my funds.Thank you.

59h left

€1,800

Still no money

I am submitting a formal complaint regarding the delayed payment of my funds by Spin City. The verification of my account has already been completed, yet the withdrawal deadline keeps being extended by another 48 hours. Each time I receive the same response, but I still have not received my money. I request that my withdrawal be processed immediately and that there be no further delays.

Resolved

kr50,000

2 delayed withdrawals

Hi, I've been playing on Spin City Casino for years and I have a lot of deposits and withdrawals. So whenever a payout is smaller than 1000, I get my money in about 48 hours. Rarely sooner, rarely later. But when a withdrawal is a bit bigger than problems start. Last time I had a bigger withdrawal they asked me to do verification again what was the third time I was doing a verification on that casino. Now they can't ask me to do it again but they just don't want to pay. I asked in chat 5 times already and every time I get the same answer. High load, have patience etc... Today, that I write this is 9 or 10 days since I made my withdrawals and they are still pending. So I ask you please to contact them and make them pay me because this is getting out of hand. I'm sad that I have to write this after playing there for years but I have no other option. This is gonna be my last time depositing a single cent on that casino. Cashouts in question are 3000€, and 1300€. So in total they need to pay me 4300€. I will put a screenshot from a chat that I had with them where they wrote numbers, dates and reasons. If you need anything else from me just ask.

Resolved

€4,300

They keep telling me over and over to wait 48 hours

I wagered $85.00 on May 1 st, and won $2500.00, everything was verified except my banking information. I have sent every single bit of evidence fully proving my account, showing the receipt of the withdrawal to "loonio" Spin city of May 1st.It has my full name address on statement as well as I showed where on May1st I had a etransfer of the $85.00. They keep telling me over and over to wait 48 hours, and then tell me that my documents are not verified and being looked at manually. I am totally 100% getting the run around. Please help me.

Resolved

$2,500

Delaying verification for 10 days

Please help me

Spin City casino is not wanting to verify my account for my $36k winning withdrawal. I provided all clear ID, driver's license, valid passport, recent Proof of address with government tax documents, proof of address, electrical utilities bills, proof of receipt of purchase, Paysafe payment as a pay method, proof of bank account with all matched name and address. But the system keeps rejecting my verification, and the support team keeps telling me my documents are being reviewed by the department, and 48 hours wait. After 48 hour and, 48 hours become 10 days now. Still, the same answer is given.

Now $36k cash credit won with clear wagering bonus is sitting untouched, $30k withdrawal is sitting pending with no movement or update.

Please help me, gambling is meant to be enjoyable and entertaining. And my whole family was enjoying this win with me at the time, and congrats to all of us on special occasions on the win. Unfortunately, after 10 days, I contacted support for the same answer. No email can be sent to the review department, powerless of trying to try to withdraw the fund that's supposed to be mine.

Again, please 🥺 help.

Resolved

$36,013

Verification issue with Spin City

Hello,

I submitted all my documents including my bank statement for the current period 5 times and they still have denied it.

I've reached out to support multiple times and they are unable to give me a clear answer. The system rejected my documents as soon as I uploaded them.

This issue has been ongoing for almost 2 weeks now.

I have numerous chats with them and they are unable to provided me with details. Their system didn't register my last name properly and I request a change 2 weeks ago and this is still not done. They always find any excuses, to not complete it.

I requested a call back to explain and despite their confirmation it didn't happen either. I sent over and over my documents including my passport and driver license because otherwise it got denied. I will submit all the multiple conversation i had with them via email.

Merci

Resolved

$3,039

Verification taking more then 4 days

Hello I'm writing here since verification process is taking so long time. All documents I have submitted 4 days ago and my documents yet haven't been verified. Casino support always says the same, just wait and be patient even time frame for verification is 48 hours. I need help since casino support doesn't help too much. This is first casino that took so much time for verification.

Resolved