SpinCity Casino - Тегленето на играча е забавено и бонусът е конфискуван.

Hello Spin City Support,

I have been struggling with my withdrawal for over a month. My account was under verification for a month, and over the next two months, I tried to request a withdrawal multiple times. After two months, I finally got a "success" notification, but my bonus was confiscated.

Initially, my Skrill card was rejected twice due to alleged technical issues, and later it was rejected again without any reason. I have no limits on my card. After that, I tried making a deposit with the same card, and it was also rejected, even though I have successfully deposited with it before.

Now, I have requested a withdrawal via bank transfer. Please handle this immediately, as the way this has been handled so far is unacceptable.

Thank you for your prompt attention.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm whether your complaint is about a delayed withdrawal? Alternatively, is it about confiscated bonus winnings?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello

My complaint concerns both the confiscation of bonus winnings and delayed withdrawals.The confiscation was not applied immediately after completing the wagering requirement. The confiscated amount was approximately 600 PLN, and after the correction only about 150 PLN remained on my balance.I then continued playing with the remaining real money balance and managed to increase it again to approximately 600 PLN. Despite this, the withdrawal process keeps being delayed — first by 48 hours, then extended to 5 business days, and the withdrawal is repeatedly canceled or rolled back for minor or unclear reasons, even though my account has already been fully verified.For comparison, I previously played on a similar platform with the same software (e.g. BruceBet), and I received my withdrawal to Skrill within 3 days, surprisingly even on a Saturday, without any issues.From my perspective, the casino is unnecessarily prolonging the withdrawal process and applying inconsistent procedures

Thank you for your reply. I would like to escalate this complaint, as the situation has now become extremely concerning.Below is a clear and factual description of what has happened, which in my opinion raises serious doubts about the casino’s handling of player funds.• I have been waiting for a withdrawal since 21 December.• My account has been fully verified (KYC) since October.• Despite this, no withdrawal has ever been successfully completed.Critical issue – incorrect manual balance correctionAfter my latest withdrawal request was reviewed, the casino performed a manual balance correction.However, this correction was objectively incorrect:The casino manually deducted 429.22 PLN, claiming it was an "incorrectly credited amount".Shortly after that correction, my balance automatically increased again to nearly 600 PLN without any explanation.This means:either the manual correction was wrong,or the balance system itself is inconsistent or malfunctioning.This is a very serious and alarming situation, especially considering that:the balance value changes after withdrawal reviews,withdrawals are repeatedly canceled,explanations are given only after the fact, never beforehand.Pattern of behaviorFrom my perspective, the casino is engaging in a clear pattern of:delaying withdrawals with repeated 48h / 5 business day extensions,canceling withdrawals for vague or technical reasons,performing unexplained balance changes,avoiding clear confirmation of which withdrawal method is officially approved for my verified account.I would like to emphasize that:I completed wagering requirements correctly,my account is verified,the funds are visible as "real balance",yet withdrawals are systematically blocked.Comparison with industry standardsFor reference, I played on a similar casino using the same software provider (BruceBet), and my withdrawal to Skrill was completed within 3 days, including a weekend.This shows that the delays and issues in this case are not normal industry practice.My requestAt this stage, I am formally requesting your assistance to:Investigate the incorrect manual balance correction of 429.22 PLN.Clarify why my balance changes after withdrawal reviews.Determine whether the casino is intentionally obstructing withdrawals.Ensure that my current balance (approx. 599 PLN) can be withdrawn without further manipulation or delays.I have full screenshots of:transaction history,canceled withdrawals,balance changes before and after manual corrections.Please let me know if you require them.Given the length of time (since December) and the irregular handling of my balance, I believe this case requires urgent and serious attention.

Dear player, thank you for your response. Could you please advise whether you have contacted the casino in relation to the delay in withdrawals? Have they provided any explanation?

If so, could you please forward your correspondence? You can reach me via email at [email protected], or attach screenshots here.

Thank you for your patience and cooperation.

Dear MichalGrygar5,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, I would greatly appreciate it if you could respond to my previous message.

Thank you in advance for your cooperation.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru