SpinCity Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

Description of Issue:

I am unable to complete account verification due to an impossible document request from Spin City Casino.

What I have provided:

• Government-issued photo ID

• Certified birth certificate (issued November 5, 2025)

• Phone bill

• Bank statement showing the credit card account I used for deposits

• Bank deposit form showing the same account

• Photo of the physical Capital One credit card (last four digits: 9233)

The problem:

Spin City Casino continues to demand a "transaction statement" from this Capital One credit card. However, this card was reported lost/stolen to Capital One's fraud department and the account is now closed. Capital One refuses to provide any documentation regarding this card due to fraud protocols.

I provided a photo of the physical card showing both the front (with my name) and back (with the card number) two months ago when I first attempted verification. The casino rejected this photo, claiming that because the name is on the front and the number is on the back, it is "not appropriate.

I no longer have this card. It was reported lost/stolen. The account is closed. I cannot produce the document they are demanding.

I have provided every possible form of identification to prove I am the account holder. I have been stuck in this verification loop for over two and a half months. My withdrawal of $2,959 has been pending and inaccessible this entire time.

I will provide you with all the documents I submitted to the casino, including photos of the credit card, so you can see the full picture of this situation.

I am requesting that Casino Guru intervene and help Spin City Casino accept the documentation I have already submitted so my withdrawal can be processed.

Due to the 5-document upload limit, I was unable to attach the photo of the Capital One credit card. I can provide this upon request, along with any other supporting documentation needed to resolve this case."

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinCity Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your bank able to issue a confirmation that the credit card was issued in your name in the past?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue and any relevant evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Subject: Complaint Regarding SpinCity Casino Verification Issue

Hello Tomas,

Thank you for your response.

Regarding the credit card, my previous card was reported lost and stolen, and it is no longer active. It would be illegal for me to provide it. However, I have already provided bank statements, deposits, and other official documents showing that I am the rightful account owner. Additionally, my identity has been verified with my government ID, birth certificate, and phone bill.

No bonus was used in achieving my winnings.

Attached are all relevant communications with SpinCity Casino, including emails and chat transcripts, demonstrating my attempts to provide the required verification documents and the repeated declines by the casino despite all information being accurate.

I hope this helps clarify the situation. I would greatly appreciate any assistance you can provide in resolving this matter promptly.

Thank you for your attention.

Best regards,

Rana ****

also want you to know that although I could not provide a bank statement for the credit card they requested — because the account is closed and the card was reported lost/stolen — I still provided clear proof that the card belonged to me. I submitted the credit card number in full, as well as records of payments that were made from my bank account to that credit card, which show my bank account number. I also provided a bank deposit form with my name and address, which matches the same bank account that sent the payments to the credit card. All of this confirms the account ownership and verifies my identity.

Draft for Casino Guru complaint (updated):

I understand that the verification process typically takes 24–48 hours and that certain requirements must be met. I have submitted all requested documents to verify that this account is mine, including logging in from my personal phone.

Despite this, my verification has not been completed since November 27, and my withdrawal has been delayed. I feel frustrated and unfairly treated, as the casino easily takes deposits but delays verification and withdrawals.

Some of the verification requirements, such as providing both the front and back of my credit card, seem excessive and potentially unethical. Additionally, if a document cannot be properly viewed, the casino should provide clear instructions to re-scan or submit it correctly instead of leaving customers waiting without guidance.

The customer service experience was poor. I repeatedly received generic responses, and at one point was asked if I was a gambler in a way that made me feel violated. I find the repeated ignorance and lack of attention unacceptable.

After this verification process is complete, I recommend that others avoid playing on Spin City Casino. Despite its high rating, the customer service and verification procedures are unreliable and frustrating. I will personally return to traditional casinos where I can play without dealing with this kind of verification process.

**"I want you to know that when I submitted my complaint, it was after several attempts where the casino kept denying my verification. I’ve noticed this usually happens right after I contact them for updates.

Since November 27, when I filed my complaint with you, I also resubmitted all my documents again. My account has shown ‘verification pending’ ever since. I haven’t contacted their customer service at all because I’m worried they will restart the process again if I do.

I understand there is a seven-day window for them to respond, but I really hope this can be resolved as soon as possible. I no longer want to play on this casino, and my funds have been sitting there for almost two months now. This has gone on long enough."**

Subject: Urgent: Verification Process Delays – Request for Assistance

Dear Casino Guru Team,

I have submitted all required documents multiple times for the verification of my Spin City Casino account, including my credit card and proof of address. Despite this, my account is still showing as pending verification, and I continue to receive requests for documents I have already provided.

This delay is becoming unreasonable. I am requesting that you review my submissions and assist in completing the verification process promptly. I have provided all required documentation, including:

Credit card (front and back)

Phone bill showing my current address

Bank deposit form

Please confirm receipt of these documents and expedite the verification process. I would appreciate your prompt response, as this situation has been ongoing since November 27.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

Dear Masri-22,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Masri-22,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the SpinCity Casino representative to enter the discussion.

Dear casino representative, could you please review this case and clarify how SpinCity Casino plans to handle it? Masri-22 has already submitted all reasonable documentation, including ID, birth certificate, bank statements, and a photo of the credit card used for deposits.

Considering that the requested transaction statement cannot be provided because the Capital One card was reported lost/stolen and the account is now closed, how does SpinCity Casino plan to proceed with Masri-22’s withdrawal of $2,959? Could you also provide guidance on the next steps or expected timeframe for resolving this verification issue?

We would appreciate your input so this matter can be resolved promptly and fairly.

Subject: Thank You

Dear Tomas,

Thank you so much for your reply and for escalating my case. I truly appreciate your help and your efforts to encourage the casino’s cooperation.

I want to clarify that all the documentation I have provided confirms that this is my account. I am playing through the Spin City app on my personal Apple phone, which only I have access to. The account is in my name, and all email correspondence with Casino Guru goes to my personal email. It is not possible for anyone else to be using this account, so there is no reason for it to be questioned as fraudulent.

Recently, my documents were declined again. I will no longer be uploading additional documents, as I have already supplied more than enough proof of ownership. I am fully committed to pursuing this case to recover my funds and I appreciate your continued support.

Best regards,

Rana ****

Dear Hadi,

The statement that all required documents have already been submitted is not accurate. The files provided so far do not meet the verification standards. Below is the summary of the document review, which has also been communicated to the user through our support team:

The user must complete verification.

Required documents: POA (proof of address) and POP (proof of payment).

Reasons for refusal:

POA: The document does not contain a date.

POP (card ending in 9233):

The photo shows the cardholder’s face and card number on different sides.

The uploaded bank statement contains visible signs of graphic editing.

What we are waiting for:

Card confirmation / a bank statement showing the card with masked digits, the cardholder’s name, and the corresponding deposit.

A detailed receipt for the deposit of 45.00 CAD made on 2025-09-06 to our website.

For POA: a document showing full name, address, and a visible date.

Regarding the lost or stolen card, we kindly ask the user to contact our support team directly. In such cases, the user will most likely be requested to provide an official statement or bank record related to that card.

We will proceed with the withdrawal as soon as the required documents are provided in the correct format.

Dear Hadi,

Thank you for your message. I would like to clarify the situation regarding my documentation.

I have provided all reasonable documentation to verify my account, including my government ID, birth certificate, and bank statements.

I am using my official Spin City app on my personal phone, which only I have access to.

The card in question was reported lost/stolen and the account is now closed, which makes providing the requested card confirmation or bank statement impossible. I have already communicated this to Spin City support.

All documents I submitted are authentic and were provided to prove my account ownership.

Given these circumstances, I respectfully request that the verification process take into account the limitations caused by the lost/stolen card and that the withdrawal of $2,959 be processed promptly. I have cooperated fully and will not be uploading additional documents that are not reasonably possible to provide.

Thank you for your attention and for escalating this matter.

Kind regards,

[Your Name / Masri-22]

Hello Masri-22,

Thank you for your updates.

At this point, I am unable to verify the statements made by the casino regarding your documents. Therefore, I need to request clarification and evidence from both sides to move forward.

Dear SpinCity Casino representative,

You mentioned that:

• the player’s bank statement shows signs of graphic editing, and
• the Proof of Address document is missing a date.

To properly assess this, please send detailed proof of these findings directly to my email at hadi.a@casino.guru so I can review them thoroughly. This will help us ensure the complaint is handled transparently and fairly.

Masri-22,

While we wait for the casino’s evidence, I kindly ask you to provide a clear and unedited bank statement tied to the payment method used for deposits. This will help us verify the payment flow and proceed with your case. you can directly send it to me to my email at hadi.a@casino.guru.

Thank you both for your cooperation. I will continue assisting until the matter is resolved.

Hello,

I want to clarify the situation with my credit card documentation once more:

The Capital One card I used has since been reported as fraud, the investigation with Capital One was fully resolved, and the account is now closed. Because of that, I no longer have access to any new statements or additional documentation for this card.

The only statement I can provide is the original one from July, when the card was first issued. That statement clearly shows the last four digits, which is all Capital One includes on their statements. They do not provide the first six digits on statements, and I cannot access anything further due to the fraud closure.

Your request for "first six and last four digits" is impossible for me to fulfill, and denying my verification because of this requirement is unreasonable.

I’ve already provided multiple forms of identification and address verification, including:

Birth certificate

Government-issued ID

Phone bill

Voter registration

Bank statements and deposit records

Abilities claim documents

All of these documents show my correct legal name and the same matching address. If you review everything I submitted, the address is clearly shown and consistent — there is nothing unclear about it. Casino Guru, I’m asking you directly: is anything about my address actually unclear? Because I have provided every possible document that confirms it.

Additionally, my Capital One card is formatted with the name on the front and the number on the back, exactly as Capital One issues them. Declining this because "the number should be on the front" is inaccurate.

I’ve complied with every request and provided every document that is available to me. Nothing more exists. Please confirm that this documentation is now accepted so we can move forward.

Thank you,

Rana ****

Hello Masri-22,

Thank you for your patience and for providing all the documentation so far. I understand how frustrating this verification process has been, and I truly appreciate your cooperation throughout.

To help us move this case forward and get your withdrawal resolved as quickly as possible, I kindly ask you to send the following documents directly to my email (hadi.a@casino.guru):

1. A clear bank statement showing the account used for deposits.
2. The original statement from July that was issued with your Capital One card, showing the last four digits.

Once we receive these, we can review everything thoroughly and work on getting this matter resolved promptly.

Thank you again for your patience and for taking the time to provide these documents. Your cooperation is greatly appreciated.

Best regards,

Hadi

Thank you for your patience.

I have already provided comprehensive documentation to both you and Thomas at Spin City support:

• Bank statement dated November 5, 2025

• Bank deposit form from my TD account

• Government ID (current, with name, address, date)

• Birth certificate (certified, issued November 5, 2025)

• Phone bill (with name, address, date)

• Voter card (with name and address)

• Capital One card photo (front and back)

Regarding the Capital One card verification: My bank statement displays the FULL credit card number. The photo I provided of the physical card shows the IDENTICAL full credit card number. This conclusively proves the card is legitimate, belongs to me, and was used to make the deposit.

The card was subsequently reported lost/stolen and closed due to fraud. Capital One will not provide statements for closed accounts—this is not a document I can obtain.

My bank statements and matching card numbers already verify the payment method and source of funds beyond any reasonable doubt.

Thomas at Spin City has received all of these documents and confirmed receipt.

This withdrawal needs to be released. I have met all reasonable verification standards.

Please advise next steps.

Thank you,

Rana Masri

Subject: Verification Completed – Withdrawal Pending

Hello,

I want to make it very clear that my Spin City account has been fully verified. I have received the confirmation email in my Spin City account stating that my verification is complete, and the verification page on my account also confirms this.

I am attaching the following as proof:

Screenshot of the verification page in my Spin City account.

Email from Spin City confirming my account verification.

Email from Spin City in response to my inquiry regarding how long my withdrawal will take to be deposited.

I am posting this to document the situation and will not remove this post until my withdrawal has been processed and the funds are deposited into my account.

Thank you.

Rana ****

Hello, Hadi

am attaching the screenshots from my SpinCity account showing that my verification is fully completed — both the email confirmation and the verification page clearly state that my account has passed the entire verification process.

However, after asking a simple question about the timeline of my withdrawal, this is the response I received from SpinCity:

(insert their message)

This is extremely misleading. My account is already fully verified, yet SpinCity continues to claim it is still "under review" or "not verified." Every time I ask about my withdrawal, I get a different excuse.

At this point, I am posting this publicly and I will NOT remove my post. I am attaching all screenshots proving my verification was completed, and I am also attaching the reply they sent me when I asked about the withdrawal timeline.

After this withdrawal is finally processed, I will never play on this site again. This has gone way too far, and I am tired of the constant run-around.

Subject/Title: SpinCity Holding Verified Withdrawal – Complete Frustration

Hello,

I want to share my experience with SpinCity regarding my withdrawal. After fully verifying my account, I received confirmation directly in my SpinCity account and via email that my account is 100% verified and my withdrawal should be processed. I even have screenshots of the verification page and the confirmation email.

Despite this, SpinCity is still delaying my withdrawal and sending confusing messages that my account is not verified or that further verification is required. This is misleading, frustrating, and unacceptable, especially since I have proof that the verification is complete.

I hope this post helps alert others and pushes for my withdrawal to be processed immediately. I am not going to remove this post until my funds are successfully released.

Attached:

Screenshot of verification page

Email confirming full verification

Sincerely,

Rana ****

Hi Masri-22,

Thank you so much for the update, it is really appreciated. Your screenshots clearly show that your account is fully verified, which helps a lot in moving this case forward.

Hi SpinCity Casino,

Could you please provide an update regarding Masri-22’s withdrawal? The account is fully verified, but the funds have not yet been processed. Please let us know the next steps and the expected timeline for the withdrawal.

Thank you both for your cooperation.

Best regards,

Hadi

Hi Hadi,

My account has already been fully verified, including my credit card and all other required documentation. I am now being asked to provide verification again, which is unnecessary and causing an undue delay in processing my withdrawal.

I am requesting that my withdrawal be processed immediately. This delay is not only inconvenient but reflects poorly on the handling of my account. Once the withdrawal is complete, I will be closing this account, as this process has been unnecessarily prolonged.

Please confirm that my withdrawal will proceed without further delay. Thank you for your prompt attention.

Subject: Account Verification Confusion

Hi Hadi,

I just submitted my credit card again, and it now shows as verified. Earlier, it had been marked as not verified, even though it was previously verified. This back-and-forth is extremely frustrating and confusing, and I don’t understand why this is happening.

I wanted to make you aware of this situation, as it’s adding unnecessary stress and delaying the withdrawal process.

Thank you for your attention.

Hello Masri-22,

Thank you very much for updating us. I truly appreciate the time you took to clarify the situation.

I understand how confusing and stressful it must be to see your documents marked as verified, then suddenly unverified, and then verified again. This inconsistency is not your fault, and I fully acknowledge the frustration it causes, especially when you are simply trying to receive your withdrawal.

At this moment, I can confirm that we have all the information we need from your side. Your documents appear to be properly verified according to the screenshots you provided.

Now we need SpinCity Casino to clarify why the verification status keeps changing and why your withdrawal has not yet been processed.

Dear SpinCity Casino,

Could you please provide an update regarding this case? The player has already completed verification multiple times, and the status now shows as fully verified. We would appreciate clarification on what is causing the delays and what steps remain, if any, for the withdrawal to be released.

Rana, thank you again for your patience. I will continue to follow up and keep the case active until we receive a clear response from the casino.

Best regards,

Hadi

Hi Hadi,

Thanks so much for your help! I really appreciate everything you’re doing. I’m hoping this gets sorted soon because I could really use the funds. Once it’s all cleared, I’ll be closing my SpinCity account.

Thanks again!

Rana

Hello, Hadi.

They've done it again.

Hello Heidi,

I just want to give some pointers regarding the Credit Card issue. This is the one thing that keeps flipping my verification from approved to denied.

The issue is with credit cards that have the name on the front and the number on the back. The casino is still suggesting that the name and number must be on the same side. I want to clarify this and hopefully save others from this complicated policy.

Please watch out for this policy. I strongly believe it needs to be revised because it’s not logical. Many modern credit cards no longer put the name and number on the same side for safety reasons. It seems like the policy hasn’t been updated in a while, and a revision would reflect current standards.

Dear Hadi,

No, the verification has not yet been completed. The system accepted the card, but the number and name appear on different sides. We are therefore awaiting either card confirmation or a statement showing the masked card number, name, and deposit, or a detailed deposit receipt.

Subject: Credit Card Verification Policy

Dear Hadi,

Thank you for your reply. I would like to clarify that the verification process is meant to confirm ownership of the account, and I have already provided all required documentation to prove that this is my account. The current requirement that the credit card number and name appear on the same side is not logical and is being used as an unnecessary excuse to delay verification.

Many credit cards have the number on the front and the name on the back for security purposes, and this is standard practice. The detail about the credit card is unrealistic and creates unnecessary complications for users. I strongly urge Spin City to revise this policy to reflect current standards and avoid further delays.

Thank you for your attention to this matter.

Sincerely,

Rana ****

Message to Spin City / Guru:

Hello,

I want to clarify that I have already provided Hadi with another CapitalOne credit card, which I have not used on your site. This is a gold card with my name on the front and the number on the back.

I am providing this information to confirm my identity, and I hope it demonstrates that I am the owner of the account. I understand and respect that there will be no fraudulent acts.

Additionally, I want to note that the current policy regarding credit cards — requiring the name and number to be on the same side — is not logical and causes unnecessary verification issues. I hope Spin City will review and update this policy.

Thank you for your understanding.

Subject: Additional Card Example for Identity Verification

Hi Hadi,

I’m sending you a photo of an old KOHO card I used to have. It’s expired and no longer in use, but it shows my name and card number on the front. I’m only providing this as an example to show that I am a person who has had cards with the name and number displayed on the same side.

This is not the card I used on your site — that was my CapitalOne card, which has a different layout. But this KOHO card still helps demonstrate my identity and ownership of physical cards under my name.

I’ve blocked out the sensitive numbers for safety, but you can clearly see my name and the card format. I hope this helps clarify things.

Thank you,

Rana

This is the same Capital One card I provided to Hadi. I’ve blocked out the numbers for security so no one can use it. I want to make it clear that this is another

hello, Spin City/Hadi

credit card that I have never used on Spin City, but it shows the exact same layout as my other Capital One cards.

I also provided Hadi with a KOHO Financial card (starting with a K), which has my name and number on the same side. I am showing these cards only to prove that my cards are legitimate, and that the placement of the name and number is normal for these issuers.

I have already verified my identity several times. These additional cards further confirm that I am the account holder. This should be more than enough proof.

Hello Hadi/ Spin City

I am providing one last piece of evidence. I have an EQ Bank card with a current, valid expiry date that shows my name and the card number on the same side (on the back). I have blurred the full number for security. This is a current, active card and it further proves my identity. I have now provided multiple cards from different companies, old and new, showing the same format. There is no reason to doubt my verification any longer. Please complete my withdrawal."

Subject: Urgent: Verification and Withdrawal

Hi Hadi,

This is Rana Masri. I am sending this message to clarify the ongoing verification situation for my Spin City account. I have already provided multiple cards in my name, including:

A CapitalOne Gold card (name and number on opposite sides) that I have never used on Spin City.

A Koho Financial card, expired, but showing my name and number on the same side.

An EQ Bank card with a current expiration date, showing my name and number on the back.

All these cards are legally mine and serve to verify my identity. I have also provided supporting documents such as my government ID and birth certificate.

Despite this, the verification team continues to reject my documents, citing issues with the credit card. I want to be clear: this account, these funds, and all related information are completely mine. The repeated rejections over credit card formatting are unreasonable, especially since I have now provided multiple cards showing the same name/number structure.

I am requesting that you escalate this matter and process my withdrawal immediately. I have been patient and cooperative, but the delays are causing significant stress. I respectfully urge you to take action as soon as possible.

Thank you for your understanding and assistance.

Best regards,

Rana Masri

Subject: Clarification Regarding Submitted Credit Card Statement

Hi Hadi,

I want to clarify the verification process regarding my CapitalOne card ending in 9233, dated September 6, 2025.

The statement I provided shows only the last four digits, which is how CapitalOne issues statements. Spin City requested the first six and last four digits, but CapitalOne does not provide the first six digits, so it was impossible for me to supply it. Despite this, Spin City declined the statement.

I am now providing this statement again to show all transactions for that month, with the last four digits visible. The decline was not due to missing documentation on my part; this is simply how CapitalOne statements appear.

Please review this statement, and let me know if anything else is needed to complete the verification.

Thank you,

Rana ****

Dear SpinCity Casino,

Thank you for your reply.

I would like to address the point you raised regarding the card verification.

You stated that the verification is not completed because "the card number and name appear on different sides."

However, the player has already provided confirmation that this is the standard design of Capital One cards. Many of their cards display:

the cardholder name on the front

the card number on the back

At this stage, the only issue preventing withdrawal is the card design itself, which is not a valid reason to keep an account in a pending state. If an alternative form of confirmation is required, please specify it clearly so the player can provide it immediately.

Thank you in advance for your cooperation. I look forward to a precise explanation so we can resolve this quickly.

Kind regards,

Best regards

Hadi

Subject: Follow-up on Credit Card Verification

Hi Hadi,

Thank you for replying and for advocating on my behalf regarding the credit card statement. I want to clarify a few points:

I had previously provided a bank statement for the Capital One card in question. The main argument for declining it was that the statement did not show the first six digits and the last four digits of the card—it only displayed the last four digits.

If you examine the statement closely, you will also notice that the transactions related to Spin City are not labeled as such. Many of the charges appear under different names, which makes it impossible to directly match them to the casino’s records. This has caused unnecessary delays and seems like an oversight on their end.

I appreciate your support in helping to resolve this issue and hope that with this clarification, the account can now be fully verified and the withdrawal processed.

Thank you again for your assistance.

Best regards,

Rana ****

Subject: Verification Process – Credit Card Documentation

Hi Haiti,

I am submitting my credit card documentation for verification. I would like to draw your attention specifically to Section 3.2.4 of Spin City’s Terms and Conditions (Deposits into your Member Account / Verification of credit cards). This section states:

"Debit/Credit Cards – a photo of the front and back;"

Nowhere in the official Terms and Conditions does it indicate that the first six digits and last four digits must appear on the same side of the card. The current request for this format is not supported by the published policy and is therefore inconsistent with the official Terms and Conditions.

I am submitting my card documentation as per the policy outlined in Section 3.2.4, which should be sufficient for verification. Please proceed with my withdrawal accordingly.

Thank you for your attention to this matter.

Best regards,

[Rana ****]

Hi Haiti,

I want to confirm that I have submitted all required documentation regarding the verification process. This includes:

My credit card documentation

My birth certificate

My government ID

All other documents related to this case

The conversation thread from the Guru site

The Terms and Conditions and relevant policy sections

I have also forwarded everything via email to the regulatory body, the Curaçao Gaming Authority (CGA), to ensure they have the full context.

This is to clearly show that Spin City is not following its own guidelines, as outlined in Section 3.2.4 of their Terms and Conditions. All the required steps have been completed on my side, and the inconsistencies are fully documented for the regulator’s review.

Thank you for your attention.

Best regards,

Rana ****

"Hello, Hadi/SpinCity

Here’s the section from your terms & conditions regarding credit card submission. Notice it says ‘non-exhaustible list of required documents’. According to your own rules, the extra requirement you’re enforcing isn’t stated here.

Hello Hadi and Spin City,

I am making Spin City aware that I have now also contacted the Gaming Commissioner of Canada regarding your verification process. You are insisting that the name and number on my credit card appear on the same side, which is not stated in your terms and conditions and is not a standard requirement. This is a normal credit card; having the name and number on opposite sides is perfectly valid, and your policy makes no sense.

The Gaming Commissioner oversees all gaming in Canada, regardless of whether the operator is based overseas, and complaints are processed quickly—typically within 48 hours. I am sending all necessary documentation to the Commissioner to resolve this.

I am hoping that Spin City will process my funds promptly so this complaint does not need to escalate. I am posting this here to let other users know their rights: if you encounter similar issues, you can contact the Gaming Commissioner to ensure fair treatment.

Comment/Statement:

Please note that my credit card is a modern Mastercard with the cardholder name on the front and the card number, expiration date, and CVC on the back. This is a standard and valid card design. I am attaching information from online sources regarding Spin City’s credit card verification regulations for reference.

Dear Hadi,

Regarding the fact that, specifically at this bank, the card number and name are on different sides, in this case, when the card design includes the name on the front and the details on the back, we requested alternative confirmation of the account holder's identity, such as: card confirmation/statement with the card mask, name, and deposit/detailed deposit receipt, since we cannot be sure that the user has provided a photo of the same card, because the front side may be from one card, and the back side from another, but they are issued by the same bank, so the design is the same. The best document in this case would be a bank statement with card details and name. 

If the user has additional questions, they can contact support and we will provide them with additional information.

Hello Spin City/Hadi

Please be aware that what is being stated here is extremely concerning and unacceptable.

The claim that a credit card is invalid because the cardholder’s name and card number are on different sides of the card is simply incorrect. This is a common, legitimate, and widely accepted credit card design. I am not sure where this logic is coming from, because it does not align with standard banking or payment network practices.

I have already contacted the appropriate authorities, including the Gaming Commission and the relevant regulatory body. They have been informed of this matter and I expect they will be contacting you shortly.

Additionally, it has been brought to their attention that transactions processed by Spin City appear under different names that are not clearly identifiable as your casino’s registered business name. This information has also been shared with the Gaming Commissioner and the regulatory body for review.

All required documentation has already been provided. Continuing to rely on incorrect assumptions or invented rules is not acceptable.

Thanks,

Rana

Subject: Verification Completed – Withdrawal Pending

Hi Hadi,

I wanted to inform you that after your follow-up, my account is now showing as verified again. Thank you for looking into this — I believe your last push helped resolve the verification issue that had been repeatedly blocking my account.

At this point, verification appears complete, and the only remaining matter is the processing of my withdrawal, which has been pending for some time.

I just want to be clear that I am awaiting release of the funds, and once the withdrawal is completed, the matter will be fully resolved. Until then, I will be keeping my complaint open.

Thank you again for your assistance, and I appreciate any update you’re able to provide regarding the withdrawal timeline.

Best regards,

Rana

Dear Rana,

Thank you for the update. I appreciate you confirming that the verification now appears to be completed. At this stage, we will focus solely on the withdrawal process.

Dear SpinCity Casino,

Since the player’s account is currently showing as fully verified, could you please provide a clear update regarding the status of the pending withdrawal? We would appreciate confirmation of whether the withdrawal is being processed and an estimated timeframe for completion.

Thank you both for your cooperation. I will follow up once we receive an update from the casino.

Best regards,

Hadi

Hello Hadi / SpinCity,

Thank you, Hadi, for your continued assistance and for pushing this matter forward. I appreciate your focus on the withdrawal now that my account is showing as fully verified.

For clarity, the withdrawal request has already been pending for an extended period, and the verification process itself caused significant delay. As of today, the standard 48-hour timeframe has effectively been reached. Given that verification is now complete and the funds have been sitting for some time, I do not believe any further delay is justified.

I am therefore expecting the withdrawal to be processed and released without further waiting. I will consider this matter fully resolved once the funds are successfully received.

Best regards,

Rana ****

Hello Hadi / SpinCity Casino,

I’m posting this on my Casino Guru site to update everyone about my account and withdrawal.

Even though my account is showing as fully verified, SpinCity is still delaying my withdrawal, stating that my documents need to be reviewed before the funds can be processed. They are now saying it could take up to 48 hours.

I’m attaching photos of their email for reference.

I want to make it clear that this post will remain until my withdrawal is actually completed.

Hello, Hadi

They just keep sending emails delaying my withdraw.

its almost like they only verified my account to shut me out, but once I request my withdraw, they come back saying my account needs to be verified.

Here is another respond

Hi Hadi,

My account is still showing as verified. It has been 96 hours since the last verification on Thursday, December 18 at 8:44 AM. Customer Service continues to say my documents are still being verified, even though the verification stage is already complete. At this point, the funds should be withdrawn and deposited into my account.

Hi HADI,

Spin City has now denied my credit card after it sat as verified for over 76 hours.

They are claiming that my card is invalid because the cardholder name and card number are on opposite sides of the card. This is not something I control — this is how my bank issues the card, and it is a standard, legitimate card format used by many banks.

My account had already passed the verification stage and was showing as verified, and only after that did they reverse course and deny the card again. This is extremely concerning and appears to be a delay tactic rather than a genuine verification issue.

Their stated requirement does not align with industry standards and does not appear to be a regulated or legitimate policy. A casino cannot invent card-format rules that contradict how banks issue cards.

I want to be clear that I urgently need these funds, and this ongoing back-and-forth is causing significant distress. I have complied with every request, multiple times, and the goalposts keep changing.

At this point, Spin City should:

Accept the credit card as valid

Proceed immediately with the withdrawal

Stop re-verifying documents that were already approved

This situation has gone on far too long, and I am asking Casino Guru to please push this matter, as the denial is based on a factor entirely outside of my control.

Thank you.

Dear Rana,

Thank you for the update. I understand your frustration, and I acknowledge the repeated changes in your verification status.

Dear Spin City Casino,

The player’s credit card was previously approved and the account was marked as verified. The same card was later rejected again solely due to its physical design, specifically the cardholder name and card number appearing on different sides.

Please clarify this inconsistency and confirm the current verification status of the account. The card format is determined by the issuing bank and is outside the player’s control. Reversing an approved verification without a material change requires a clear explanation.

Additionally, please provide an update on the withdrawal status and the next concrete step required to release the funds.

We are awaiting your response.

Best regards,

Hadi

Dear Hadi,

The proof of payment has been accepted. However, the user still has a relevant GDPR data change request to update their email address, so we are awaiting completion of the GDPR process.

Hello Spin City and Hadi,

I’ve already sent an email to Spin City Customer Service requesting that my email stay the same on my account. I’m OK with it and no longer need to change my email address—this was something I requested several months ago.

I’m very happy that my payment has been accepted and I’m looking forward to having my withdrawal fully deposited into my account.

Please note: I will not be closing this complaint until my withdrawal has been fully processed.

Thank you.

Rana ****

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Masri-22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi