SpinCity Casino - O jogador está com dificuldades para concluir a verificação da conta.

This casino (SpinCity) does not pay out despite multiple requests in the online live chat. Struggling with verification for a month. Uploaded the correct documents which were simply rejected without any reason. This is not my first verification at an online casino, I have successfully verified myself at 20 different casinos. I can only agree with the other reviews, the person who takes care of the chat never knows about the current status or acts stupid. Very dubious procedure up to the scam because no payout takes place! Don't play there!

Dieses Casino (SpinCity) zahlt trotz mehrfacher Aufforderung im Online Live Chat nicht aus. Kämpfe seit einem Monat mit der Verifizierung. Habe die korrekten Dokumente hochgeladen die einfach ohne Begründung abgelehnt wurden. Dies ist nicht meine erste Verifizierung in einem Online Casino, habe mich schon erfolgreich bei 20 verschiedenen Casinos verifiziert. Kann mich nur den anderen Bewertungen anschließen, die Person die den Chat betreut weiß sozusagen nie vom aktuellen Status oder stellt sich dumm. Sehr unseriöse Vorgangsweise bis hin zum Scam da keine Auszahlung stattfindet ! Auf keinen Fall dort spielen !

Dear Greyfairytayle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Which documents specifically seem to be causing issues for the casino? Is your withdrawal request still pending?

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

Best regards,

Tomas

Hello Tomas,

Thanks for the quick reply. I am clear and aware that the process can take a few days and is important. As already mentioned, this KYC process is not new to me and I was able to verify myself in many different casinos without any problems. I deposited on Spin City using NETELLER and I want to withdraw again using NETELLER. I have submitted the following documents to Spin City (already 6 times !!!!) :

Selfie with passport in my hand

Extract (screenshot with URL) from NETELLER INCLUDING the DEPOSIT TRANSACTION to Spin City

All of this was rejected for no reason, the chat (bot) acts stupid or knows nothing about it, always only gets standard answers.

Yes, the withdrawal request is still pending and has not been processed to date.

Hallo Tomas,

danke für die rasche Antwort. Es ist mir klar und bewusst, dass der Prozess wenige Tage in Anspruch nehmen kann und wichtig ist. Wie bereits erwähnt, ist mir dieser KYC Prozess nicht neu und konnte mich in vielen diversen Casinos problemlos verifizieren. Ich habe auf Spin City mit NETELLER eingezahlt und möchte wieder auch über NETELLER auszahlen. Ich habe auf Spin City folgende Dokumente Übermittelt (bereits schon 6 mal !!!!) :

Selfie mit Reisepass in meiner Hand

Auszug (Screenshot mit URL) von NETELLER INKLUSIVE der EINZAHLUNGSTRANSAKTION nach Spin City

Das wurde alles ohne Grund abgelehnt, der Chat (bot) stellt sich dumm oder weiß davon nichts, bekomme immer nur Standardantworten.

Ja die Auszahlungsanfrage steht noch aus und wurde bis heute nicht bearbeitet.

I fully understand your frustration, Greyfairytayle.

Could you please specify the dates when you requested the withdrawal and when exactly you submitted the documents last time?

Also, before we contact the casino, would you be able to share any relevant communication between you and the casino? Please forward it to tomas@casino.guru or alternatively post it here. I'll look forward to your reply.

Dear Tomas,

Thanks for the reply, I have sent all relevant documents and data to the email address provided.

Lieber Tomas,

danke für die Antwort, habe alle relevanten Dokumente und Daten an die angegebene E-Mail Adresse versendet.

Thanks for the message, Greyfairytayle.

Unless the casino explicitly allows it, we assume the documents you provide for verification shouldn't be cropped or edited, and all information should be visible or legible.

If you haven't done so already, I'd suggest providing the casino with unedited documents.

Please let me know about the result. Much appreciated!

Dear Tomas,

have now re-uploaded the transactions from Neteller to Spin City! Without any editing by me.

Lieber Tomas,

habe nun die Transaktionen von Neteller erneut auf Spin City hochgeladen ! Ohne jegliche Bearbeitung von mir.

Another important piece of information: I was able to verify myself at Mr.Bet without any problems - this casino has the same license as SpinCity (Faro Entertainment Europe Ltd.)

Vielleicht noch eine wichtige Information: Bei Mr.Bet konnte ich mich problemlos verifizieren - dieses Casino hat die gleiche Lizenz wie SpinCity (Faro Entertainment Europe Ltd.)

I understand your concern.

Standards in other casinos might be different for KYC verification. If the documents will be rejected without giving you any justification, we'll intervene.

Unfortunately, the renewed verification was simply rejected without giving a reason.

Leider wurde nun die erneute Verifizierung ohne Angabe von Gründen einfach abgelehnt.

Thank you very much, Greyfairytayle, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Greyfairytayle,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear SpinCity Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

The case here can be - my account has now been verified and I have received the money - thank you

Der Fall hier kann zu - mein Konto wurde nun verifiziert und das Geld habe ich auch erhalten - danke

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Greyfairytayle,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru