I have sent an e-mail with all my documents but I still can't get my withdrawal, why?

Ho inviato un e-mail con tutti i miei documenti ma non riesco ancora ad avere il mio prelievo, come mai?

Dear Mario,

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. None of the licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I managed to give all the required documents but now I noticed that for the withdrawal I cannot make it directly on the card I used for the deposit, I find it a bit unfair because to take the money they take it in a moment but then for giving them takes so many procedures.

Sono riuscito a dare tutti i documenti richiesti però ora ho notato che per il prelievo non posso effettuarlo direttamente sulla carta che ho usato per il deposito, la trovo un po una cosa ingiusta perché a prenderli i soldi se li prendono in un attimo ma poi per darli ci vogliono tante procedure.

Dear Mario,

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative method to withdraw your funds? Looking forward to hearing from you.

They accepted all the documents sent by me only regarding the bill I can not understand if it was confirmed or not, I sent an October because they asked me for one not older than three months, for the rest I wanted to spend the money on my account directly on the card with which I made the deposit without switching to other accounts such as ecopayz ..

Hanno accettato tutti i documenti da me inviati solo per quanto riguarda la bolletta non riesco a capire se sia stata confermata o meno, ho inviato una di ottobre perché mi hanno chiesto una non più vecchia di tre mesi, per il resto volevo passare i soldi sul mio conto direttamente sulla carta con cui ho fatto il deposito senza il passaggio su altri conti tipo l'ecopayz..

Thank you very much, Mario, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Mario,

I’m sorry to hear about your negative experience. I will try my best to resolve your case.

I would like to invite Spin Million Casino into this conversation.

Dear Spin Million Casino,

Can you please clarify the situation?

So I'm waiting for them to accept the withdrawal, but it's been almost two weeks that after various problems I believe that now everything is fine so I hope after many attempts that now everything is fine, but I did not want to make my withdrawal through Ecopayz but I preferred to pass the money directly on the card with which I made the deposit .. I await a reply to see where everything is.

Allora sono in attesa che mi accettino il prelievo, però sono quasi due settimane che dopo vari problemi credo che ora sia tutto apposto quindi spero dopo tanti tentativi che ora sia tutto apposto, però non volevo effettuare il mio prelievo tramite Ecopayz ma preferivo passare i soldi direttamente sulla carta con cui ho effettuato il deposito.. Attendo un riscontro per vedere a che punto è il tutto.

Dear Mario,

Can you please confirm whether there has been any progress regarding this issue?

In addition, we would like to ask Spin Million Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi, for the moment I managed to solve the situation, for any other problem I will not hesitate to contact you, thank you very much for your availability.

Ciao, per il momento sono riuscito a risolvere la situazione, per qualsiasi altro problema non esiterò a contattarti, grazie mille per la disponibilità.

Dear Mario,

We are glad to hear that the issue is resolved. We will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center.

Best regards

Andrej