The player from Germany had been awaiting a payout of €2499 since 09.12.2023. Despite having a verified account and no violations, the casino had been delaying the payout, citing they were behind schedule. The player suspected insolvency or fraud. After the player's unsuccessful attempts to communicate with the casino and the game provider, we had attempted to contact the casino but received no response. As the casino was operating without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. We marked the complaint as 'unresolved'.
BitSpins Casino - Player's withdrawal of €2499 got delayed.
Black points: 506
Amount: €2,499
BitSpins Casino
Safety Index:Below averageSafety Index
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5.3
BitSpins Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
10 months ago
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11 months ago
Translation
Since the 09.12.2023, the casino refuses to payout the sum of €2499.
For days now, the support has been telling me that they are behind with the payouts, but are taking care of it.
I did not play with bonus money or violate the casino's policies. I have also verified my account.
Either the casino is insolvent or they are scammers.
Is it possible to inform the game manufacturers about this situation? Because the game operations continue in this casino.
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11 months ago
Hello schmiederkay84,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitSpins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is this your first ever withdrawal request? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
I have actually answered all of your questions in advance and provided them with attachments.
- my account has been verified for over a week (see attachment)
- yes, my first payout from December 9, 203 (see attachment)
- last email to the 09/14/23 casino regarding the payout and the answer (see attachment)
The casino advertises "fast" payouts and states in its terms and conditions that payouts (with a verified account) take up to 24 hours - > I don't understand why I should wait 14 days, as you state.
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11 months ago
Hello schmiederkay84,
It is a recommended time frame as it is the average processing time no matter what casino or what payment. Please let us know if it would take longer than 2 weeks.
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11 months ago
Translation
Dear Casino Guru Team,
I'm shocked! Not only about the fact that there are casinos that don't pay out money for 10 days (with a verified account).
But also about the fact that nobody seems to care. I wrote to PragmaticPlay about this - they don't even think it's necessary to respond. Shouldn't it also be in the interests of the game providers that there are no scanners on the go?
But what disappoints me the most is your answer that I should wait 14 days.
The casino advertises that it has fast payouts (within 24 hours).
This is also stated in the terms and conditions (payment within 24 hours if the account is verified).
Why should I wait 14 days now?
When asked, the casino has been giving me the same answer for days: "...you have to work through a backlog..."
If a casino fails to process transactions within 10 days, the casino is either bankrupt or cheating. And this despite the fact that business operations continue.
But I'm waiting 🙂
PS Why do I need you then?
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11 months ago
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So I had to wait 14 days!
Conclusion: I didn't receive a payout...no more access to my account today.
I would like to kindly ask you to use your contacts and get in touch with PragmaticPlay and Co. here.
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11 months ago
Thank you schmiederkay84 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Hello there,
Thank you schmiederkay84 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BitSpins Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Translation
That's all? I'm speechless and stunned... don't take it against me, but why do I need you?'
There are scammers out here and no one cares?
Don't you have any contacts with the game providers? PragmaticPlay doesn't even think it's necessary to answer.
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10 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I'm sorry to hear you're dissatisfied with our service. We are trying our best to make the gambling industry a safer place but not every casino appreciates our efforts. That's why we make our reviews to discourage players from playing at casinos with predatory rules or fake licences. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
