Beschwerde #4 Spinoloco Casino

Cancelled approved withdrawal

Von Gail B.

vor 1 Jahr

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.

Unseriöses Casino Spinoloco Casino

Grund Abgelehnte Auszahlung

Betrag €150

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

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

vor 1 Jahr

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 Beschwerde-Statistik

Gelöst 3 / 3

Durchschn. Betrag $99

Durchschn. Dauer N/A

Durchschn. Antwortzeit N/A

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