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FelixSpin Casino: withdrawal stuck for over a year

I deposited money into my FelixSpin account between October 2024 and March 2025, and I still haven't been paid out.

Since then, the casino has repeatedly asked for verification documents (bank statements, card photos, source of wealth statements, payslips), rejecting or ignoring each one and asking for something different. In March 2025, they confirmed in writing that my account was verified, but then denied my withdrawal anyway. In July 2026, I was told my account wasn't verified after all, contradicting that earlier confirmation.

Over the following weeks, I provided every document requested, including a written explanation for one discrepancy, but the casino kept reverting to earlier requests as if nothing had been submitted. I've dealt with several different support agents giving conflicting instructions, and none of it has resolved my account status or gotten my withdrawal paid.

I'm asking for my account to be verified and my withdrawal to be paid out.

Best,

Shauna.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you access your casino account between March 2025 and July 2026 and attempt to complete the verification process?
• Has the casino approved the source of funds documents you provided last year? Could you please forward me the documents you submitted as proof of your source of funds in March 2025?
• Have you provided any new documents to verify your source of funds in July 2026? If so, what types of documents did you provide, and have they been reviewed and approved by the casino?
• Could you please specify how many deposits you have made into this casino and the amounts of each deposit?

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

Best regards

Veronika

Dear msshaon900,

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.

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thanks again,

Shauna

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thank you, Shauna

Hi Veronika,

Thanks for looking into this. Here's what I can tell you

1. Yes, I tried to complete verification several times between March 2025 and July 2026, sending documents each time they asked.
2. Not fully. Their portal shows one statement approved and another rejected, both reviewed the same day, same reason given for both. I'm attaching what I originally submitted.
3. Yes, I sent new documents again in July 2026, first a proof of funds document, then payslips after being told that's what they actually needed. None of it's been confirmed as approved, and they went back to asking for the original 2025 documents again anyway.
4. I don't have the exact figures memorized. I made multiple deposits between October 2024 and March 2025 and can follow up with the amounts once I check my bank records.

Thanks again,

Shauna

Could you please send me any evidence showing that you were in contact with the casino between March 2025 and July 2026? You can forward it to me at veronika.f@casino.guru. Thank you for your cooperation.