Felix Spin Casino - Вилучення гравця було відкладено та скасовано.

I have now been waiting over 24 hours for my withdrawal, even though customer service informed me that they would re-initiate the process. Now suddenly, both withdrawals have been canceled, and the money has been returned to my account. I am being asked to verify my account with all sorts of data. I only sent the name, date, and account number from the bank statement, cropped, because in my opinion, more than that is none of their business! After all, I also sent the money to them from this account, and it's in my name! I find it disappointing because I actually liked the site. But if it's already this complicated with the first withdrawals, I'm not sure if I can keep playing there. I have restarted the withdrawal process again with the total amount of €250. I'm curious to see what happens next, and I hope you can assist me with this? 🫣

Ich habe jetzt über 24h auf meine Auszahlung gewartet, obwohl mir der Kundendienst mitteilte, dass er den Prozess jetzt nochmal anstoßen wird. Jetzt wurden beide Auszahlungen plötzlich storniert, das Geld landete wieder im Spieltopf und ich soll mein Konto verifizieren, mit allen möglichen Daten. Ich habe nur den Namen, Datum und Kontonummer vom Kontoauszug gesendet, also zugeschnitten, weil mehr geht sie meiner Meinung nach nichts an!? Und ich habe von dem Konto ja auch das Geld an sie überwiesen, und es lautet auf meinen Namen!? Ich finde es schade, weil ich die Seite eigentlich gut fand. Aber wenn das schon bei den ersten Auszahlungen so kompliziert startet, weiß ich nicht ob ich da weiter spielen kann. Ich habe den Prozess der Auszahlung jetzt nochmal gestartet mit den gesamten €250.-. Bin gespannt was nun kommt, hoffe ihr könnt mir dabei behilflich sein? 🫣

Hello Gingerrina,

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 exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process is mandatory in every single online casino and you have to provide all the documents requested by the casino.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!