Spinz.com Casino - 플레이어의 탈퇴가 지연되었습니다.

Hello!

I created my account on spinz.com 17th may. I made a deposit for 3000NOK claming the welcomebonus they offer. I then proceeded to play the game Beast Mode from Relax gaming on 50NOK bets all the way until wagering was completed. After wagering was finished i had accumulated 270 000 NOK.

After this i made a withdrawal for 20 000 NOK to Mifinity, same method as i used to deposit. Then they ask for KYC - i send all the requierd documents and my KYC was accepted i estimate on 20th may.

But to this day i have not recived a single NOK i have emailed support 3 times. All they say is that they have escaleted my matter to the payment team, also they are kind of rude saying its no point asking again because this matter is already escaleted etc.

Please can you try to contact them?

Dear eliasac0000,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with Spinz.com.

To assist us in investigating and resolving your situation, could you please provide us with the following details:

• Any reference or transaction IDs related to your deposit and withdrawal.
• Screenshots or documentation of your account balance and wagering completion.
• Copies of the emails or correspondence you have had with the casino's support team.

If you have any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello eliasac0000,

Thank you for getting in touch with us.

First off, we would like to congratulate you on your winnings. We can confirm that your withdrawal request had been received and that your account had been successfully verified. The relevant department are aware of and currently handling your withdrawal request, and will get back to you with any updates as soon as possible. Kindly note point 5.8 of our Terms and Conditions applies:

5.8 - Spinz reserves the right to perform background checks on any player and request any relevant documentation such as a copy of your passport or other identification documentation as part of the Spinz Know Your Customer ("KYC") procedures, at all times and, for any reason, including (but not limited to) any further checks into the identity of the player, any credit checks performed on the player, or any enquiries into the player’s personal history. The basis for such checks will be dependent on the specific case, but could include (but is not limited to) verification of the player’s registration details, such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Spinz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites. Spinz is under no obligation to advise the player of such checks taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. Spinz may decide at its sole discretion to terminate a player’s Account, and withhold all funds in such Account, on the basis that such an investigation provides a negative or uncertain conclusion.

If, on completion of Spinz’ verification checks, you are shown to be underage and/or registered under false details:

Spinz may, at its discretion and depending on the payment method used, decide to return deposited funds to you, but no winnings will be paid;

All transactions made whilst you were underage will be made void, and all related funds deposited by you will be returned by the payment method used for the deposit of such funds, wherever practicable; and

Your Member Account will be closed.

We apologize for the time taken and any inconveniences this has caused. Your patience is much appreciated.

Have a nice day!

Regards,

Spinz Team

All fancy words...

It seems like the withdrawal is being intentionally delayed in the hope that I will gamble away my winnings, which is a well-known tactic in the industry. You're causing issues just because I won big.

I understand that Spinz has the right to perform background checks and request documentation as part of its KYC procedures, as outlined in point 5.8 of your Terms and Conditions. However, my account has already been verified, and I have complied with all requests for documentation wich was extremly thorugh. Therefore, there should be no reason for further delays in processing my withdrawal.

I would appreciate a prompt resolution to this matter and the immediate release of my funds. Continued delays without clear justification can be seen as an attempt to withhold my money unfairly. Please provide an update on the status of my withdrawal as soon as possible.

____

Hi Pamela,

I have sent you the requested documentation. If you need anything else, please let me know.

I appriciate you taking the time for me

Thank you very much, eliasac0000, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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 eliasac0000,

Thank you for your reply.

We do understand that this situation is not pleasant for you, however, in order to process your withdrawal, the necessary KYC requests have to happen.

Rest assured that once our relevant team has reviewed the documents you have provided, the withdrawal will be processed.

We ask you for a bit more patience on this matter, and will be in touch with you as soon as there is an update regarding the withdrawal. Please allow us a few more days to review your documents and process the withdrawal.

Should you come up with any further question in the mean time, do let us know.

Wishing you a pleasant day.

Kind regards,

Spinz team.

Dear eliasac0000,

I am glad it seems like your verification process is moving forward.

Please notify me, when there are any updates.

Thank you.

Its not moving forward in the right direction. Today i recived email that my account got restricted because spinz system system i havet not completed kyc. But i have, i have sent Them EVERYTHING. I have also recived email confirmation my account is verifed and iam unable to upload anything Else since the site says im already verifed.

Here is a list of What i have sent maybe i inforgot something.

Passport

Passport With selifie

Bakside Passport

Bankstatment

Tax declaration

Proof of deposit

Proff of deposit ownership

Proff of deposit With rootz Ltd showing in my mifinity statement

Dear Spinz Casino,

Could you please provide clarification on this situation? IS there any problem with the verification process, or has only the withdrawal not been paid yet?

Thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello eliasac0000,

We thank you for your patience so far.

Our payments team is still handling your withdrawal request and completing all necessary and obligatory checks. We can also confirm that we currently do not require any further documents. We unfortunately do not have a timeframe for this, however we can assure you that we will contact you as soon as we have any updates on the matter.

Once again, your patience is much appreciated and we apologize for any inconveniences the wait has caused.

Let us know should you have any further questions.

Kind Regards,

Spinz Team

Dear eliasac0000,

Have you been able to progress in your verification process?

Thank you.

Dear eliasac0000,

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.

Hallo,

I can confirm i have recived 20,000 nok.

I would like to have this complaint Open until i have all of my money if that is ok.

Thanks for alle your help!

Dear eliasac0000,

Have you received any following payments?

Hallo,

I have succesfully been able to withdraeæw about 80,000 nok thus far.

They are paying but slowly.

Dear eliasac0000,

Are you receiving the following payments regularly according to casino's maximum withdrawal limits?

Dear eliasac0000,

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.

Hallo,

I consider this complaint revolved. I have abort 30k nok left to withdraw.

Thanks for your help!

Dear eliasac0000,

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 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,

Mirka

Casino.Guru