SpinCity Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello, as a new customer I wanted to withdraw my winnings over a week ago.

Unfortunately, the matter is stuck on verification, I sent them all the necessary documents and I still haven't been verified, they don't give any specific information, they just keep replying some bots that I have to be patient and they can't say how long it will take. Is this okay with customers? The player has to stick to the regulations and they don't have to. They had in the information that verification takes 48 hours

Witam, jako nowy klient chciałam wypłacić swoją wygrana juz ponad tydzień temu.

Niestety sprawa utknela na weryfikacji, wszystkie niezbędne dokumenty im wyslalam a dalej nie zostalam zweryfikowana , nie podają żadnych konkretnych informacji, tylko ciągle odpisują jakies boty, że mam uzbroić się w cierpliwość i oni nie są w stanie powiedzieć ile to jeszcze potrwa. Czy to jest okej w stosunku do klientów? Gracz musi trzymać się regulaminu a ich to nie obowiązuje. Mieli w informacjach ze weryfikacja trwa 48h

Dear Darek0101, 

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 take 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?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your verification?

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, 

Veronika

for me a serious and licensed casino should stick to its regulations. If it's up to 48 hours, then it's 48 hours and not... well, we don't know how long because they can't answer this question specifically, I could just as well wait a month but it should have been clearly communicated to me, right? The casino deliberately delayed the verification process, I sent the documents on the website that they wanted and then they waited their 48 hours to write to me that they wanted more documents, deliberate practice because it would have been enough to immediately indicate what documents they needed. I sent the last document they asked for 4 days ago and since then there's been silence. Please don't be surprised that I started to get nervous about this fact since there are a lot of bad opinions about this casino, even on your website people wrote that the verification is delayed up to a month or they don't get the money at all. I sent my photo, ID, electricity bill and bank transfer confirmation. I don't know if they are in the right format because no one gives me such information. Every day I go to the site and ask on the chat but they don't know anything they just tell me to wait. Very disrespectful approach to new users

dla mnie poważne i licencjonowane kasyno powinno trzymać się swojego regulaminu. Skoro do 48h to 48h a nie ..no właśnie nie wiadomo ile bo nie potrafią konkretnie odpowiedzieć na to pytanie, równie dobrze moge czekać miesiąc ale chyba jasno powinno być to mi przekazane prawda ? Kasyno celowo przeciągało proces weryfikacji , dokumenty wyslalam na stronie takie jakie chcieli po czym odczekali swoje 48h aby mi napisać że chcą kolejne dokumenty, celowa praktyka bo wystarczyłoby odrazu zaznaczyc jakie dokumenty potrzebują. Ostatni dokument o ktory prosili wysłałam 4 dni temu i od tamtej pory cisza. Proszę się nie dziwić ze zaczęłam się denerwować tym faktem skoro pełno o tym kasynie złych opini , nawet na waszej stronie ludzie pisali ze weryfikacja jest przeciągana do miesiąca albo nie dostają wogóle pieniędzy. Wysyłałam swoje zdjęcie, dokument tożsamości , rachunek za prad oraz potwierdzenie przelewu z banku . Niewiem czy są w dobrym formacie bo nikt mi takich informacji nie przekazuje . Codziennie wchodzę na stronę i pytam na czacie ale oni nic nie wiedzą każą tylko czekać. Bardzo lekceważące podejście do nowych użytkowników

It's been 11 days since the payment order... and the verification is still there without any specific details. They don't contact me at all, I write to them on the chat, after more than 48 hours in response to my questions they write back that they want more documents, and in this way they deliberately delay the whole process.

od zlecenia wypłaty minęło już 11 dni...a weryfikacja dalej stoi bez konkretnych szczegółów. Nie kontaktują się że mną wcale, to ja pisze do nich na czacie, po ponad 48h w odpowiedzi na moje pytania odpisuja ze chcą kolejne dokumenty, i w ten sposób właśnie celowo przeciągają caly proces.

Thank you for your responses. Please forward me the documents you sent to the casino for verification along with all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru.

Dear Darek0101,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.