Complaint #4 Spinoloco Casino

Cancelled approved withdrawal

By Gail B.

1 year ago

I submitted all KYC documentation which were approved on Sunday, and proceeded to request a withdrawal. After 48 hours, they processed and approved my withdrawal. After another 48 hours, I hadn't received payment yet. I got in touch, and they said there were some technical issues and they would keep me posted. They never kept me informed and discovered they refunded my withdrawal.

They are now asking for detailed bank statements, even though they had approved everything else I sent previously. I've sent them proof of deposit, etc, including screenshots of my bank app with my name, iBAN and account number on display. I also offered to send them pictures of my bank card, but they won't accept anything.

I feel like they are coming up with excuses not to pay out even though my withdrawal was approved.

Disputed Casino Spinoloco Casino

Reason Declined payment

Amount €150

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Meh5555,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Spinoloco Casino

• Representative

1 year ago

Dear Player,

Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration this situation has caused, and we appreciate the opportunity to clarify what happened.

After reviewing your case in detail, here's a breakdown of the events:

Your initial withdrawal was requested via credit card. Unfortunately, this method could not be processed by your bank, and the funds were promptly returned to your account.

You then submitted a withdrawal to your IBAN. In line with our standard security procedures, we requested a bank statement to verify the destination account. Before we could complete this process, you cancelled the request and submitted a new one via cryptocurrency, which is not permitted based on your deposit method.

Once more, we guided you to resubmit your withdrawal to your IBAN. You did, and we’re happy to confirm that this request has since been processed.

We understand that repeated documentation requests can be frustrating, but please be assured that these checks are in place to protect both our players and the integrity of the payment process. Our intention has never been to delay your withdrawal, and we regret any miscommunication or inconvenience caused along the way.

If you have any further questions or need assistance, our support team remains at your disposal and will be happy to help.

Kind regards,

Spinoloco Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $159

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Spinoloco Casino Complaint Summary

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

So far, 1 out of 3 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.

Spinoloco Casino Complaints

See all complaints for this casino

10 days and still waiting

I submitted my withdrawal 10 days ago.

First, they asked me to verify my ID again, which I did. Then 3 days later declined my withdrawal with no explanation.

After 3 emails and a resubmission of my withdrawal, I got a reply saying I needed to reverify my card, which I replied to immediately with proof of ownership of the card.

That was 6 days ago, and now I received another email asking me to send the card through again. I replied immediately again with the verified card and said that it was done a week ago. This was yesterday, and as of now, the withdrawal is still pending, and there has been no reply. No live chat, so I can only rely on email, which they don't respond to.

Ive used this casino in past and had no problems so dont know what's happened but this is disgusting for buisness.

I'm now 10 days waiting for my withdrawal and no reply as to when this will happen.

Unresolved

$500

Unable to verify at spinloco due to sumsub issue and no responses to documents sent in twice

Hello,

Have been trying to verify my account at this casino for 2 weeks. I didn't want to start a complaint but unfortunately I am being given the runaround and basically lied to.

The casino accepts players from Ireland. It uses sumsub for KYC. Which I have used many many times. However they have not configured it correctly. As attached. I am not able to select UK&Ireland for my passport so I cannot upload it.

I have raised this numerous times with the chat over 2 and a half weeks, who just say it has been passed to the team and they will get back to me. They never do. I was asked to send my docs in via email. I did this twice and two weeks go by with no response?

The casino only seems to respond to people here, so I'm hoping this causes a more senior manager to resolve this.

Unresolved

i wrote and asked for self exclusion but they still lets me play

Wrote to them 2025-02-20 and told them that I had a gambling addiction and that i wanted to close my account, still I can deposit and play at their site so now i lost another 100 usd to them even though i have askes them to close and block my account.

This is unfair and they prey on weak people suffering from gambling addiction. They break the rules of their license and if i am not compensated for my lost money I will need to contact their license holder

Resolved

$100

Missing deposit over a week now

Hey,

I made a deposit with jeton to the site, but after a week it's not credited. Only says deposit was cancelled. I asked Jeton and they confirmed it has been sent. Casino is useless all the time. I don't know what else to do than this. It shouldn't take this long to contact jeton as they have support online 24/7. So I think they are lying. The amount is only 20€, but in principle I want it back.

Resolved

€20