SpinCity Casino - A retirada do jogador foi adiada.

I've been waiting for my payout since April 2, 2025. I've already been successfully verified twice. Then I had to submit documents again, first in PDF format, then not, then again in PDF format. I did all of that. Now they tell me to wait, the department is working on the payout, etc. Then I get a message saying everything is ready for payout, and now they say again that it was just a computer-generated file.

Seit dem 02.04.2025 warte ich auf meine Auszahlung. Ich wurde schon 2x erfolgreich Verifiziert. Dann musste ich wieder Dokumente einreichen, erst in PDF Form,dann nicht,dann wieder in PDF, das habe ich alles gemacht. Jetzt heisst es ,ich soll abwarten, die Abteilung arbeitet an der Auszahlung etc. Dann bekomme ich eine Nachricht, das alles zur Auszahlung bereit ist, jetzt heisst es wieder, das nur vom Computer geschrieben worden.

Dear dadleranja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I already had a payout

Yes it was with bonus

Status see appendix

ich hatte schon eine Auszahlung

Ja es war mit Bonus

Status siehe Anhang

Today's chat:

Chat von heute:

Thank you for your reply, dadleranja. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I had a withdrawal on April 1, 2025, which I waited two days for. I always withdraw to my Revolut account. I received €3,000 of the €21,000 on April 26, 2025, and was supposed to receive the next €3,000 yesterday, but that never happened. Again, I was just given a lot of excuses.

Ich hatte eine Auszahlung am 01.04.2025 , auf die habe ich 2 Tage gewartet. Ich lasse immer auf mein Revolut Konto auszahlen. Ich habe am 26.04.2025 von den 21000€ 3000€ erhalten und sollte die nächsten 3000€ gestern bekommen, was nicht geschah, wieder nur Vertröstungen.

Thank you very much, dadleranja, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear dadleranja,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinCity Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinCity Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello, Romi. I've now received a total of €9,000 within three weeks. They keep saying that €3,000 will be paid out every Monday, but that doesn't work. I have to keep threatening you in the chat, and then I get the money on Wednesday. Now a new problem has arisen: €7,000 is missing from my Spin City account. According to Spin City, someone hacked my account and gambled away the money. However, they aren't working on a solution. Best, Anja

Hallo. Romi. Mittlerweile habe ich insgesamt 9000€ ausgezahlt bekommen, innerhalb von 3 Wochen. Es wird immer gesagt das jeden Montag 3000€ ausgezahlt werden, das klappt nicht, ich muss sehr oft im Chat und mit euch drohen, dann habe ich Mittwochs das Geld..Jetzt ist ein neues Problem aufgetaucht, es fehlen 7000€ von meinen Spin City Konto ,jemand hat meinen Account geknakkt und das Geld verspielt, laut Aussage von Spin City. Eine Problem Lösung wird aber auch nicht angestrebt. LG Anja

Dear Romi,

Three withdrawal requests totalling 9000 euros have been successfully processed. The next withdrawal request will be processed on 12.05. I kindly ask the user to pay attention to the rule he agreed to during registration: 

3.6.1.The maximum withdrawal amount processed to any given player is EUR 5,000 (or the currency equivalent) per week and EUR 15,000 (or the currency equivalent) per month, starting from the date of the last withdrawal, unless otherwise stated.

Dear dadleranja,

we ask you to specify where exactly you were informed about the hacked account, as there was no such information in the last communications for this month. You have not made such a request. Please provide more details on this matter so that we can check the situation on our side and send a screenshot of where on our site you were informed about hacking. We look forward to your feedback. 

Good morning,

On May 8, 2025, I noticed that the money was missing from my Spin City account. I contacted Spin City, and they told me that the money had been lost, but it wasn't me. For this reason, I assume someone hacked the account. Spin City doesn't offer me a solution to get my money back. Best regards, Anja

Guten Morgen,

Ich habe am 8.5.2025 festgestellt das, das Geld auf meinem Spin City Konto fehlt. Da habe ich Spin City kontaktiert und die teilten mir mit das , das Geld verspielt wurde,ich war es aber nicht. Aus diesem Grund nehme ich an das jemand das Konto gehäkt hat. Spin City bietet mir keine Lösung an, um mein Geld wieder zu bekommen. LG Anja

Dear SpinCity Casino,

Could you take a stand against what the player wrote, please?

Is there such a suspicion that can be seen in the account?

Thank you.

Respectfully,

Romi

Dear Romi,

We additionally checked the user's account. No traces of account hacking were found.

We also want to draw the user's attention to rule 3.1.5 and change the password if necessary.

If you have any questions, we will be happy to help.

Hello Romi, they told me the same thing. I've been getting strange emails for the past two days. I contacted Spin City about it, they said they'd take care of it, but I haven't heard anything from them yet. I don't know if they're really from Spin City or fake. I received up to 15 emails from them yesterday and today, always the same ones.

Hallo Romi, das haben die mir auch gesagt. Ich bekomme seit 2 Tagen, komische E-Mails, Spin City habe ich deswegen kontaktiert, es sollte sich drum gekümmert werden, habe bis jetzt nichts von denen gehört.Ich weiss nicht ob die wirklich von Spin City sind oder Fake. Habe gestern und heute bis zu 15 Mails davon bekommen, immer die gleiche.

Dear dadleranja,

Please kindly note that you were successfully informed yesterday that you are going to our site using an old link and for this reason you have received a notification with an actual link to the site. There is no fake and there is nothing wrong with this email.

When you go to the site using the old link you automatically get an email with the new link, that's the reason you got so many emails.

If you have any questions, we will be happy to help.

Greetings, all.

Thank you for your cooperation.

Dear dadleranja,

Please update us whenever you receive the next withdrawal, which is the main point of this complaint.

Thank you in advance.

Best regards,

Romi

It is still in progress

Bis jetzt ist sie noch in Bearbeitung

Dear dadleranja,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear dadleranja,

Do you have any news for us?

Regards,

Romi

The case can be closed, I have received the remaining money.

I would like to open a new case against Verde Casino. How do I do that?

Der Fall kann abgeschlossen werden, ich habe das restliche Geld erhalten.

Ich würde gerne einen neuen Fall aufmachen gegen Verde Casino. Wie mache ich das.

Thank you, dadleranja, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

To submit a new complaint, please use this link: https://casino.guru/complaints/create

Best regards, 

Romi

Casino.Guru