SpinCity Casino - O jogador ainda não recebeu os seus prémios.

Subject: Formal complaint – repeated rejection of valid verification documents and blocked withdrawal

I am submitting a formal complaint against Spin City regarding the verification of my account and the withdrawal of my funds.

I have provided the documents requested by Spin City and followed the verification requirements listed by the casino. Despite this, my documents continue to be rejected / my verification remains incomplete.

I have repeatedly submitted the requested documents, but Spin City has not provided me with a clear and specific explanation of what is wrong with them or what exactly I need to provide differently.

As a result, my withdrawal remains blocked and I cannot access my funds.

I am requesting:

1. A specific explanation of why my submitted documents are being rejected.

2. Confirmation of exactly which document or information is still required.

3. A manual review of my account by the KYC/Compliance department.

4. Completion of my account verification without further unnecessary delays.

5. Processing of my pending withdrawal once verification is completed.

6. A written explanation of the reason for the continued delay.

I am willing to cooperate fully with reasonable KYC requirements. However, repeatedly requesting documents that comply with the published requirements, without explaining specifically why they are rejected, is preventing me from accessing my funds.

I have screenshots and records of my conversations with Spin City and can provide evidence of the documents submitted and the responses received.

I therefore ask the complaint team to intervene and assist me in resolving this matter.

Casino: Spin City

Issue: Verification / Withdrawal

Amount disputed: [KWOTA]

Withdrawal date: [DATA]

Account username/email: [LOGIN – jeśli wymagany]

I expect Spin City to complete the verification process and release my funds without further unnecessary delay.

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 BartoszTra,

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 about your problems with account verification. Please answer a few questions so I can better understand the issue.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.