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SpinUp Casino - Withdrawal still pending, no contact other than live chat

RESOLVED
Complaint Info
Disputed casino SpinUp Casino
Reason Delayed payment
Amount € 540
Donkey78 United Kingdom Message
Posted on February 24, 2019

I signed up to this Casino on the 11th of February, deposited several times amounting to £400 which was converted to euros.

decided to make a withdrawal on the 13th of February of 540 euros and instantly emailed through a copy of my driving licence/ copy of my debit card and a copy of my bank statement which was stated in their terms to provide when making a withdrawal.

The terms state that withdrawals will be processed within business days and on the 5th day i checked the account and the withdrawal was still pending. i contacted live chat to find out what the issue was and they told me that the withdrawal was processed. when i told them the deposit was still pending, they quickly changed their mind and said they are awaiting a copy of my bank statement (which i already sent through).

i sent the statement through again.

The next day it was still pending. they kept saying "have you received an email from finance or have they called you yet?".

no calls or emails received by them other than two marketing emails. i tried to call the number they provide on their website which ansers as Ubiquin and then the line goes dead.

over the last few days i have continued to contact live chat as there is no other way of contacting them. one comment was "mate, are you from Canada???" this obviously makes me really concerned. another was "we process millions of withdrawals a day so thats why there is a delay"

the last contact i had with them was two days ago where they wanted my iban and bic number so i have provided this and the withdrawal is still pending in the account.

this is starting to feel like a rogue casino and if i dont get my money back then hopefully people will read this and it will prevent them from depositing without the potential to win.

Posted on February 26, 2019

Good morning,
Excuse the late reply but this is being looked into by the support team currently and will respond very soon.
Many thanks
Spin Up Casino Support

Posted on February 26, 2019

Dear DONKEY78

Thank you for bringing this matter to our attention.

We see you made a withdrawal on the 13th of February 2019 and the 14th of February 2019, the support team sent you an email requesting for phone verification.

On the 18th of February, we informed you that the documents you provided were verified, however, you have not provided the Bank Statement and Bank Statement Confirmation. The finance team sent you multiple emails requesting to provide the missing documents. We finally received your documents required to make the payment, on the 23rd of February 2019.

The finance team confirmed that you have been paid yesterday, congratulations!

Please kindly let us know when you receive your withdrawal.

We wish you all the best in the future.

Regards

SPIN UP CASINO

AskGamblers
Posted on February 26, 2019

Dear @Donkey78,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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