The player from Germany faced issues withdrawing her €7000 winnings from Felixspin after multiple cancellation attempts due to unverified accounts. Despite having provided the necessary documentation, the casino continued to request further verification, causing frustration and suspicion of potential delays in payment. The Complaints Team successfully intervened by facilitating communication between the player and the casino, leading to the verification of her account. Ultimately, her withdrawals were processed and credited to her account, resolving the issue.
HomeComplaintsFelix Spin Casino - Player's withdrawal is delayed and account verification is problematic.
Felix Spin Casino - Player's withdrawal is delayed and account verification is problematic.
Amount: €7,000
Felix Spin Casino
Safety Index:HighSafety Index
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8.1
Felix Spin Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Dear Casino Guru Team,
On February 12th I registered with Felixspin and paid 50Eur with my N26 credit card as an entry fee.
I used the free spins and won on another game without free spins. I then wanted to withdraw the money and also decided not to pay out the bonuses. It was surprising that I could only withdraw a maximum of 1500 euros at that time, but I decided not to use these bonuses when it came to withdrawing my money. I had specified my checking account as the withdrawal bank.
Then came the first cancellation of the withdrawal on the grounds that the withdrawal account was not verified. After I uploaded the necessary documents and they were verified, I tried to withdraw my money again. This time I was able to withdraw 2000 euros per day. However, this request was also canceled on the grounds that the deposit account now had to be verified. Here too, I uploaded the bank statement and even uploaded a photo of the transaction. These documents were not sufficient for the casino because the bank statement did not show the time.
After consulting N26, I was informed that the casino had not yet withdrawn the amount, which is why there is no transaction number from N26 Bank, but the amount is reserved in my account and the provider has 12 days to withdraw the amount.
I wrote to the casino support yesterday and explained this. I'm talking about a total of 7000 euros in winnings that I would like to have in my account and I'm starting to get the feeling that the casino is looking for excuses not to have to pay.
Can you help me if necessary? I don't know how else to communicate with the casino.
Thank you in advance for your support.
Automatic translation:
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PR Assistant
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4 months ago
Hello Rotachopf96,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Felix Spin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Do I understand it correctly that the casino has to accept your deposit manually otherwise they would receive it?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello Nick, I'm not sure if my answer has arrived, so here is a brief summary of your questions:
1. Account verification complete according to casino customer service confirmed on February 15, 2025 at 12:18 p.m. Withdrawal was supposed to be made by 11:45 p.m. but was cancelled with the reason that the deposit account still needs to be verified
2. According to my online bank, the casino must collect or accept the payment of 50 EUR within 12 days for it to be considered credited to my account, otherwise the amount will be credited back to my account.
3. Last contact with the casino was this morning in an email where I tried to explain exactly this problem.
Thank you in advance for your support.
Ps where can I correct my player name? Unfortunately I entered the name of another casino??.
Automatic translation:
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PR Assistant
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4 months ago
Hello Rotachopf96,
Is there any way to send a bank statement where it shows your before/after balance to see if you had enough funds on your account when the payment was made?
As the issue may be caused by insufficient balance on your account when the casino tried to redeem the deposited amount.
Regards,
Nick
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4 months ago
Translation
Hello Nick,
Many thanks for your response.
The amount was debited from my credit card and the transaction is listed accordingly. I took a screenshot of the casino site with the confirmation of the payment and the payment history on the casino's side...
I also sent these screenshots to the casino the day before yesterday with a request for verification, but the deposit account was still not verified and the screenshot of the transaction on my account, including the bank statement, was not accepted either.
Is there a possibility to upload documents here at Casino Guru so that I can send you the screenshots?
Thank you for a quick response and have a nice day
Automatic translation:
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PR Assistant
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4 months ago
Hello Rotachopf96,
You can forward the screenshots and any additional evidence to [email protected] for further review.
Awaiting your response.
Regards,
Nick
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4 months ago
Translation
Hi Nick, I have emailed you the documents to the main email address you provided.
Best regards and many thanks
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PR Assistant
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4 months ago
Thank you Rotachopf96 for all the information provided. As we need further information from the casino, your complaint will be now forwarded to my colleague Branislav ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Complaint Specialist
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3 months ago
Hello, Rotachopf96,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Felix Spin Casino team,
Could you please explain the player's situation in more detail?
A significant time passed since the deposit in question was made. Can you confirm the deposit was successful and the casino received the funds?
What needs to be done on her side to complete the verification and/or withdraw her winnings?
Thank you.
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Casino representative
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3 months ago
Hello!
We have completed the verification of all documents, and the user is now eligible to request a withdrawal in accordance with the limits. Additionally, the deposit has been successfully received in the casino account.
Although proof of deposit was initially requested for additional verification, we confirm that it was provided via email and it has been verified now.
Thank you for your understanding. Please let us know if any further assistance is required.
Best Regards,
Felix Spin Casino
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3 months ago
Translation
Hello Branislav,
First of all, I would like to say thank you for the excellent support in my case.
I just received an email from Felix Spin Casino stating that my account has been fully verified and I have already made two withdrawals.
Now I'm waiting for the payment to arrive and would then confirm this as well.
I would also like to thank the team at Felix Spin Casino for finally verifying my account after a long back and forth. I look forward to continuing to try out and play the great games.
Many thanks and best regards!
Automatic translation:
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Complaint Specialist
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3 months ago
Greetings all,
Thank you both for your replies and updates, guys!
Dear Rotachopf96,
Is there any news or updates? Can you please confirm you have already received your withdrawals?
Can I consider the matter sorted out and close it accordingly, or is there anything else we can help you with?
Thank you.
Public
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3 months ago
Translation
Hello Branislav,
Thank you again for your excellent support.
I can confirm that the payout has now been processed and was credited to my account very quickly. Thank you again and best regards.
Automatic translation:
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Complaint Specialist
Public
3 months ago
Great news, Rotachopf96!
Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Thank you very much, Felix Spin Casino Team, for your help and cooperation!
Best regards,
Branislav, www.kpvfaw.com
