Spinch Casino - Вилучення гравця відкладено.

Hello,

I'm brand new to Spinch. Since I made a large deposit on the first day, I immediately received an email from a VIP Manager. According to him, the verification process has been completed and passed. I requested a withdrawal. First, I was told it would be expedited, then that it would take a maximum of 48 hours. This time has now passed. Then, I was promised that it would be executed on the same day, but nothing happened. As many have reported similar issues, I am lodging a complaint. This is notwithstanding the fact that 14 days have not yet passed.

Hallo,

ich bin ganz neu bei Spinch. Da ich am ersten Tag viel eingezahlt habe, kam gleich eine Mail, von einem VIP-Manager. Laut ihm ist die Verifizierung abgeschlossen und bestanden. Ich habe eine Auszahlung beantragt. Erst hieß es, es wird beschleunigt, dann dass es maximal 48h dauert. Diese sind auch vorbei. Dann wurde mir versprochen dass es taggleich ausgeführt wird, auch nichts passiert. Da viele von ähnlichen Problemen berichtet haben, reiche ich Beschwerde ein. Auch, wenn noch keine 14 Tage um sind.

Dear Jenny1306,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

As you already know, that’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Yes, I will wait. Now they say that the finance department has to verify me, even though I have an email confirming that everything is OK with the verification and the documents have been checked. I know that something is wrong here. The statements are all contradictory and the reviews and discussions here say similar things. If I have to wait 14 days, then I'll do it.

Ja, ich werde warten. Jetzt heißt es auch, die Finanzabteilung müsste mich verifizieren, obwohl ich eine Mail, mit der Bestätigung habe, dass mit der Verifizierung alles in Ordnung ist und die Dokumente geprüft wurden. Ich weis, dass hier etwas nicht stimmt. Die Aussagen sind alle widersprüchlich und die Bewertungen und Diskussionen hier sagen Ähnliches. Wenn ich 14 Tage muss, dann mache ich das.

Money is there. I am positively surprised.

I was a little too suspicious due to bad experiences with other casinos.

I can recommend it. Everything is wonderful.

Geld ist da. Ich bin positiv überrascht.

Ich war etwas zu misstrauisch auf Grund schlechter Erfahrungen mit anderen Casinos.

kann ich weiterempfehlen. Alles wunderbar.

Dear Jenny1306,

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,

Veronika

Casino.Guru