SpinCity Casino - O jogador afirma que o seu pagamento foi atrasado.

I am submitting this complaint regarding a delayed withdrawal of 50,000 NOK from Spin City Casino.

My account verification has been successfully completed and I have provided all documents requested by the casino. Despite this, my withdrawals have remained pending for more than 10 days.

I have contacted Spin City support repeatedly. They continue to confirm that the withdrawal is being processed manually and ask me to wait, but they have not provided a concrete payment date or a clear reason for the continued delay.

Spin City has confirmed in writing that my withdrawals totalling 50,000 NOK to Mastercard are still in progress. I have fully cooperated with all verification requirements.

I am very disappointed and frustrated with the way this situation has been handled. I am a frequent player and I do not feel that I am being treated fairly. Repeated generic replies telling me to wait another 24–48 hours, without any concrete solution, have caused me to lose trust in the casino.

I am asking Casino Guru to review my case and assist me in obtaining my withdrawal as soon as possible.

Spin City reference number: 10494491.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear agnieszkakolaczyk46,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m sorry to hear your withdrawals haven't been processed yet. Please allow me to ask you a few questions so I can fully understand the situation.

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

Thank you in advance for your reply.

Dear agnieszkakolaczyk46,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru