Casino Complaint SpinGenie Casino-Source of income verification and hold my withdrawal

[cmanswer]

Hi there,
I have a problem with SpinGenie Casino, I register account with them since January this year. Account is fully verified, such as ID, proof of address, the copy of my deposit credit card. In the end of March, I deposited $18,000, until beginning of April and won $113,300. They asked me to uploaded documents of source of income, such as bank statements, tax declaration or pay slip. I did uploaded my recently 3 month bank statements, my tax documents of year 2023 and my recently paystub. I tried to talk to their representive thru online chat, but all bots, no live agents. Emailed them so many times, all I got from their side is keep waiting, my documents are under review. It has been almost one month now, still no update, and they still holding me $51000 CAD.
Can anyone help me with that?

 

[maxd]

Hello,

We see that you filed a PAB on this about 20 minutes before posting the same issue here on the forums. As you'll know from reading the Player Arbitration Policies and Procedures that is a violation of those rules and would normally cancel your PAB.

We'll assume that you actually DO want to proceed with the PAB and as such we've closed this thread for the time being. If you wish to cancel your PAB and proceed with posting here on the forums please let us know that in your PAB Ticket. Otherwise the thread will remain closed until the PAB process has completed.

Thank you for your understanding and cooperation.

Regards,
Max Drayman
Head of Player Arbitration (PAB) & Senior Forum Moderator,