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 11 / 11

Avg. Amount $4,313

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, 11 out of 11 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

My withdrawal has been in pending status for more than 3 weeks

My withdrawal has been pending status for more than 3 weeks.

The support team only said they have a high volume of requests and that they manually review all requests.

The terms and conditions state 0 to 48 hours to review... They only said I should be patient and that they would process my request as soon as possible.

I have waited more than 3 weeks

Resolved

€500

4 weeks delay payment

Complaint Description:

I am submitting a formal dispute regarding three unfulfilled payment requests with Spin City Casino totaling $8,000 NZD.
On October 8, 2026, I submitted three separate Bank Transfer withdrawal requests:

Transaction ID 37451737: $5,500.00 NZD (Pending)

Transaction ID 37451739: $500.00 NZD (Pending)

Transaction ID 37451750: $2,000.00 NZD (Pending)

It has now been 3 weeks (21 days) since these requests were initiated, and all three remain stuck in "Pending" status.

Key details regarding my account:
Account Verification (KYC): My profile and KYC documentation are fully verified by the casino.
Wagering Requirements: All play was completed using real funds or fully satisfied bonus terms prior to placing these cashouts.
Customer Support Response: Live chat support ("Jarvis") repeatedly refuses to provide concrete updates, offering only templated excuses regarding a "high workload in the relevant department" and asking me to wait indefinitely.

Holding $8,000 NZD in pending status for three weeks without an explanation or processing timeframe is unacceptable. I request that Spin City Casino immediately process and transfer all three pending withdrawals.

Account Details:
Registered Email / User ID: [Your Registered Email]
Currency: NZD
Total Pending Amount: $8,000.00 NZD

Transaction IDs: 37451737 ($5,500), 37451739 ($500), 37451750 ($2,000)

Resolved

$8,000

Can't do KYC nor can I withdraw

I won 3400 dollars and after waiting the 48 hrs i had to verify. I sent them everything they asked for and ita all valid. They say they cant verify me now theres no place to even send documents. But when i message them they say i gotta wait 48 hours for the documents to be checked even tho they emailed me saying i couldn't be verified. Every time I talk to them, they tell me something different. One person told me that I need to send a document with a picture of me holding my ID, which I'm willing to do. But I keep asking him, where do I send it? Because now there's no option to even add documents anymore. And I'm starting to get mad. I read online. This casino has a lot of complaints but the same issue.

Rejected

$3,400

Withdrawal is extremely long

I made a withdrawal request on 26 September. Now we're almost a month away, that is, 26 days later, on October 22, and no one in this company can tell me when my withdrawal is coming.

I talked to agents. Each time they copy and paste me the same message to tell me that they are sorry, that they have a heavy workload, that it is not their department. They put it on the fault of other employees and not on their fault, everything not to pay, not to give us information. They play hiding with our money. I find it deplorable that I don't know what's going on with my money.

I made 31 deposits at this casino, one withdrawal. This was my second withdrawal so you can say I'm a good customer. I explain to them this: the amount of money I put in versus my withdrawals, and they don't take it into consideration.

I feel like I'm talking to computers. No one feels guilty about anything. They don't even want to transfer my application to the finance department, which I find solon, and I would like to have my withdrawal. So for all these reasons, I'm making a complaint.

Resolved

Withdraw is delaying too long

Hi Team
I would like to make complain with Spin City Casino.
It start from my first withdraw 850$ is on 6th September 2026 it was successful really nice and smooth, process. I continues playing untill 25th september than I have won of $1900 and was making withdraw on the same day which on 25th september, but the withdraw is pending untill now, I contacted account help team mostly everyday but I'm getting the same answer.
Since the fund is still show my balance so I reversed 950$back and I continues play, but fortunately I have won 28k then I'm getting withdraw on the 13th October.
So with the old withdraw and the new withdraw are still pending. I'm attach the withdraw statement and please.

So I would like to ASKGAMBLERS's lodge a complain and making dispute against Spin City Casino and demand them to process all of my withdraw.

64h left

$29,930

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.

Resolved

€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