Hello

I've been trying to withdraw my money for the past 3 weeks. Unfortunately, my documents are continuously being rejected. I've tried everything imaginable, but the documents are always declined. Of course, this means I can't make a withdrawal. I'm now making this step through Casino Guru because I simply don't know what to do anymore. Another interesting piece of information is that everything was accepted by email, but then rejected again on the casino's website through the verification button. I've been fighting this for 3 weeks now. Please help me.

Hallo

?ch Versuche seit 3 Wochen mein Geld abzuheben. Nur leider werden meine Unterlagen dauernd abgelehnt. ?ch habe jegliches versucht wirklich alles aber immer werden die Dokumente abgelehnt. So kann ich natürlich auch nicht auszahlen. ?ch gehe diesen Schritt jetzt über Casino Guru weil ich einfach nicht mehr weiter wei?. Noch eine interessante Info per Mail wurde alles angenommen und dann wieder durch die Casino Seite durch den Verifizierungs Button angelehnt. ?ch k?mpfe jetzt seit 3 Wochen. Bitte helfen Sie mir

Dear VeriFace31, 

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? 

Has the casino approved any of your identity documents?

Have you been informed of the reason for your document rejections? Is there any important information missing?

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

Hello Veronika,

I have already uploaded my documents 6 times. The first time it was my Turkish ID that wasn't recognized, so I had to send proof by email that I also live in Germany. I did that too, which was also recognized by support. Afterwards I uploaded everything back to the site and it was rejected and I was never told the reason. I feel like they just want to keep me fidgeting.

Hallo Veronika,

Ich habe meine Dokumente schon 6 mal hochgeladen. Beim ersten Mal war es mein türkischer Ausweis was nicht anerkannt wurde daher musste ich einen Beweis per Mail schicken das ich auch in Deutschland lebe. Das habe ich auch getan was auch von dem Support anerkannt wurde. Danach habe ich alles wieder auf der Seite hochgeladen und es wurde abgelehnt und niemals wurde mir der Grund genannt. Es kommt mir vor als wollten die mich nur zappeln lassen.

Do I understand correctly that none of your identity documents have been approved by the casino? Do the details on your identity documents match those in your casino profile?

Please forward me all the relevant communication between you and the casino customer support regarding your unsuccessful verification. My email address is [email protected]. Thank you.

Hi

So the verification was completed yesterday and I'm now waiting for my payment, which has been pending since March 1st. I hope it will be processed in the next few days. The chat says that they are busy and will need longer to pay out. I'll let you know as soon as something happens.

H?

So die Verifizierung ist seit gestern durch ich warte jetzt auf meine Auszahlung die seit dem 1 M?rz auf pending ist ich hoffe das es nun die Tage klappt. Der chat meint das die ausgelastet sind und l?nger brauchen zur Auszahlung. Ich werde mich melden sobald etwas passiert ist.

I'm glad to hear that your account is now verified. Could you please tell me what the current status of your withdrawal request is? Is it pending or has it been processed?

It's been pending since March 1st. Of course the verification has already been completed but it's been a week and nothing has happened.

Es ist seit dem 1. M?rz immer noch auf ausstehend . Klar ist die verifikation schon durch aber es ist auch schon ne woche her und es ist immer noch nichts passiert.

Thank you very much, VeriFace31, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello VeriFace31,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite SpinCity Casino’s representatives to join this discussion in order to resolve this issue.

Dear SpinCity Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hey everyone

The money is there, thanks to everyone involved.

Hey an alle

Das Geld ist da vielen Dank an alle Beteiligten.

Dear VeriFace31,

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 patience, 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,

Jakub