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Spin Station Casino - Withdrawal nightmare

GELÖST
Beschwerde-Info
Unseriöses Casino Spin Station Spielothek
Grund Verzögerte Auszahlung
Betrag € 80
indianajonas8602 Schweden
Veröffentlicht am 1. April 2017

It takes less than 2 minutes to deposit money to this Casino. No safety regulations here. The site and games are nice. But withdrawal...what a time consuming nightmare. I have not used any bonuses at all, deposited 200€ and wanted to withdraw about 80€. I have sent all documents that their requirement-email required. First I waited for a week or so because of no feedback. I contacted their chat support (the chat support is nice, quick replys) and they promised to "escalate". No word from the casino and a couple of days later I went to chat support again. "Documents are okay, now you just wait for us to process the payment". Nothing happens - no feedback. I went to chat support again. Case escalated, no feedback. Waited another couple of days and went to chat support: "your documents are too old". No! they are within the time limits you mentioned in your email! Chat support promised to escalate again. Today I got a mail from support saying my documents are too old... I sent some new/other documents but I´d bet my withdrawal money that something is missing and I have to contact chat support in a week or so. Withdrawal request 14/03/2017 00:51 ID 2772868410 and still no money on the way. What a shame, such a nice casino site but what an experience this has been. I have stopped dreaming of getting my money back. Guess my love for online casinos will find its way to better places.

Veröffentlicht am 4. April 2017

Hi there Indiana Jonas,

I've taken a look into your case. I'm sorry to hear that this has been a frustrating process.

Looking at your account, I see the required documents you mentioned were only submitted on March 25th. Due to our pending period and the fact that this was a weekend our team would not have been able to review the documents at that time. Shortly after, it was found that the documents were too old (over 3 months) and we instantly e-mailed you to request an alternative. Until an acceptable document is provided, we cannot process your withdrawal, unfortunately. All legitimate casinos request the same documentation that we do.

Regarding the documents process, we are doing everything we can to streamline things as much as possible. However, each document has to be individually reviewed and approved. Where documents do not reach the criteria we require (e.g. documents being too old) we have no choice but to request alternatives. Until the documents are received, our hands are tied. Thankfully, once submitted you will not have to submit further documents.

As you know, there is a great deal of fraud in the online gaming world and these procedures are in place to prevent that. This is for your protection as well as ours and relaxing these policies will do far more to hurt our customers than help them.

I am sorry if this has ruined your Spin Station experience and I will be speaking to our Accounts team shortly to see if there is anything that can be done to expedite this process.

Best regards,

James
The Spin Station Team

Veröffentlicht am 4. April 2017

Hi again,

I've spoken with our team and in this case we cannot relax our documentation terms. The UK Gambling Commission's guidelines are very clear on this point and we are likewise very clear on the requirements in point 6 of our terms and conditions - www.sp­ins­tat­ion.co­m/terms

I really wish I could be more helpful in this regard, but unfortunately we are bound by UK law. Again, this is a one-time process and no further documentation will be required of you after the required docs have been accepted.

Many thanks,

James
The Spin Station Team

AskGamblers
Veröffentlicht am 8. April 2017

Dear @indianajonas8602,

We would like to remind player that each and every online casino has the exclusive right to determine and apply its own verification policy and procedures depending on the requirements set within their licensing agreement. Unfortunately, AskGamblers Complaints Team is not able to influence such verification policy in any way.

Please try to cooperate with a casino support and send them required verification documents so you can be able to withdraw your winnings.

AskGamblers
Veröffentlicht am 12. April 2017

Dear @indianajonas8602,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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  • 1 Tag Durchschn. Antwortzeit
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  • 3,140 USD Durchschn. Betrag

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