HomeComplaintsCaptain Spins Casino - Player's withdrawal is delayed.

Captain Spins Casino - Player's withdrawal is delayed.

Amount: 1,500 kr

Captain Spins Casino
Safety Index:Below average
Submitted: 12 Nov 2024 | Resolved : 15 Nov 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

6 days ago

The player from Norway reported that a withdrawal had not been received after 10 days. Furthermore, he was unable to contact the casino through chat due to being stuck in the queue. The issue was resolved when the player confirmed that he had received his winnings, leading the Complaints Team to mark the complaint as 'resolved' in their system.

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1 week ago

Hi, my withdrawal to the bank account was processed and sent 02/11-24. It has now been 10 days and I have still not received my withdrawal. I also can't contact them on chat as I get frozen in the queue and nothing happens. Hope you can help!

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1 week ago

Dear Hansenboss,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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1 week ago

Hello, The withdrawal was processed on 02/11. It is not taking 10 days to send money to bank account in 2024.


Anders

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6 days ago

Thank you for your reply, Hansenboss. 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 that you have passed the KYC verification?
  • Did you accumulate your winnings with or without an active bonus?

Thank you.

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6 days ago

Hello,


you can close the complain.

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6 days ago

Have you received your winnings?

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6 days ago

Yes😊

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6 days ago

Dear Hansenboss,

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, 

Kristina

Casino.Guru 

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