Candy Spinz Casino - Der Rückzug des Spielers hat sich verzögert.

Germany not Puerto Rico.Its gray.I cant Change this!

English:

I wanted to withdraw from Candyspinz. They requested documents they didn't need. I deposited with a Mastercard, but they don't offer withdrawals via Mastercard. They take 24 hours to process each individual document. They want a statement from the bank I want to withdraw to. But I deposited with a Mastercard, never with a bank account. I uploaded the credit card, front and back, but it still declined. The support team was also a bit rude at times. I don't think I'll get my money.

Germany not Puerto Rico.Its grey.I cant Change this!

German:

Ich wollte bei Candyspinz Auszahlen. Sie forderten Dokumente an die sie nicht Benötigen. Ich habe mit Master Card eingezahlt. Die Auszahlung über Master Card wird aber nicht Angeboten. Für jedes einzelne Dokument 24 Stunden Bearbeitungszeit. Sie wollen einen Kontoauszug der Bank, auf welche ich Auszahlen will. Ich habe aber mit Mastercard eingezahlt, und niemals mit Bankkonto. Ich habe die Kreditkarte hochgeladen. Vorder und Rückseite. Trotzdem Abgelehnt. Teilweise war der Support auch etwas Frech. Ich denke ich werde mein Geld nicht erhalten.

Dear dirkbln66,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I understand how frustrating it must be to go through a lengthy verification process, especially when things don’t seem to add up from your point of view. While it may seem unnecessary, it's quite common for casinos to request verification of all payment methods used—both for deposits and for potential withdrawals. Even if you deposited using a Mastercard and didn’t use your bank account for deposits, the casino may still ask for a bank statement if you’re trying to withdraw to that account. This is part of their standard security and anti-money laundering procedures, which they are required to follow.

Please allow me to ask you a few questions to clarify your situation:

Which documents have you provided for your verification? Have they all been approved and verified by the casino?

Has the casino specified why the front and back sides of your card could not be accepted for verification? Does the card contain all your personal information needed for the verification of your account?

When was the last time the casino communicated with you regarding the verification of your account?

Have you provided the bank statement as requested by the casino?

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

Best regards

Veronika

Hello,

Thank you for your trouble!

My ID card had already been verified. When I attempted to withdraw, the documents were requested. I should mention that I deposited with a Mastercard, and until then I didn't know that withdrawals with a Mastercard weren't possible there. I uploaded the front and back of the Mastercard. It was rejected, even though I've had the same photos successfully verified at other casinos for years. A day later, it was requested again, to no avail. I should say that after each upload attempt, the casino made no attempt at verification for about 24 hours. Yesterday, I think, I uploaded the Mastercard bank statement for the deposit. Also the Mastercard again. Clearly recognizable, all corners visible. I had also already uploaded a screenshot with bank details for the checking account that I have to withdraw to, but don't want to. To no avail.

Hallo,

Danke für ihre Mühe!

Personalausweis war bereits Verifiziert. Beim Auszahlungsversuch wurden dann Die Dokumente Angefordert. Ich muss erwähnen,das ich mit Master Card einzahlte,und ich bis dahin nicht wusste,das eine Auzahlung mit Master Card dort nicht Möglich ist. Ich habe Vorder und Rückseite der Master Card hochgeladen. Abgelehnt,obwohl ich die selben Fotos seit Jahren in anderen Casinos erfolgreich Verifiziert bekam. Einen Tag Später wurde diese erneut Angefordert.Ergebnislos.Ich möchte sagen das nach jeden Uploadversuch erstmal ca 24 Stunden keine versuche seitens des Casinos zur Verifizierung vorgenommen wurden. Getern glaube ich,habe ich dann den Kontoauszug der Master Card für die einzahlung Hochgeladen. Auch nochmal die Master Card.Gut erkenntlich,alle ecken Sichtbar. Ich hatte auch bereits einen Screenshot mit Bankdaten für das Girokonto auf welches ich Auszahlen muss,nicht will Hochgeladen.Ergebnislos.

Addendum,

I received a verification confirmation today. At the same time, I was asked to upload a bank statement. I did that immediately. Now I have to wait another 24 hours, even though I responded immediately. Regardless of my problem, I think that's really bad.

Nachtrag,

Es kam heute eine Verifizierungsbestätigung. Und zur gleichen zeit die Aufforderung einen Bankontoauszug Hochzuladen.Das Tat ich unmittelbar. Nun heisst es wieder 24 Stunden warten,obwohl ich Sofort reagiert habe.Unabhängig von meinem Problem,finde ich das ist richtig Schlecht.

Hello,

I received my payout. I still can't recommend the casino to anyone. Thanks for your help!!!

Hallo,

Ich habe meine Auszahlung erhalten. Empfehlen kann ich das Casino Trotzdem Niemanden. Danke für deine Hilfe!!!

Dear dirkbln66,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru