CashSpins Casino - Player’s withdrawal has been delayed.

Hi,

I'm really not having much look with overseas online casinos. I deposited around €800 a couple of weeks ago and lost, which I've accepted. You can't win them all! The following day, I was awarded €35 into my Cash Spins Casino account and managed to meet the wagering requirements of the bonus, resulting in a withdrawable win of €200. I submitted my withdrawal request that same day Monday 3rd August, and waited whilst it sat in "Pended" status. I then received an email to say that my request needed to be reviewed by their management team (I'm guessing that this is probably because people don't normally win from their "bonuses") and on Wednesday 5th August, the withdrawal was approved.

I've had issues with receiving withdrawals from Cash Spins Casino before, having to wait a couple of weeks and coming up against unhelpful and sometimes arrogant customer service in the process, so I got in touch with their Live Chat Team on Friday 7th August to see how things were going. I was told by their representative that they would put a word in with their Payments Team and see what could be done about speeding things up, then I left things over the weekend. I've contacted their Live Chat Team every day this week and had been given conflicting information, ranging from "It'll be with you very soon" to "probably today but maybe tomorrow" and most recently "you've been paid out before so don't worry, you'll get paid out again eventually".

I emailed their Support Team yesterday and received the following response this morning, reaffirming the last stance I'd been given by the Live Chat Team, giving me no additional information other than confirming my concerns that they are unable to cover withdrawals, whilst they're happy to continue taking deposits:

"Hi Stephen,

Yes we are experiencing delays again and we sorry that you are waiting for your withdraw.

From past experience, in the end, you did get your withdraws and some of them were paid in time without you need to consult with support.

So please rest assured that as you have received your withdraws in the past, it will happen again. 

Kind Regards

Nathan, Casino Manager"

Please can someone help? I can only imagine how many other people are in a similar position to the one I find myself in, again.

Thank you

Dear Steprest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which payment method you have opted for?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hey Petronela,

I selected bank transfer on 03/08/2020 and still haven't received funds in my bank account. I've was in further contact with the casino last week, explaining that I'd logged a complaint with you guys. Here is their response:

Hi Stephen,

Like I said, you will be paid so eventually the complaint will be resolved in any event when you received your withdraw.

Regards

Nathan

Not a great example of customer service, I hope you'll agree.

So it's now been 16 days since I submitted the withdrawal request. Any suggestions?

Thank you

Thank you very much, Steprest, for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hello Steprest,

I am very sorry you’ve come across this problem. Before we can move further with this case, I would like to know if the casino support provided you with an explanation why you weren’t able to withdraw your winnings. Sometimes, a technical glitch can occur, which may lead to issues like this. Could this be the reason?

Thank you in advance for your reply.

Best regards,

Juli

Hey Juli,

No explanation was provided at all, other than their Payments Team being very busy. I've still not received funds, even though I was advised that the payment was released on Wednesday 19th August. I'm not holding my breath about ever receiving the funds now, to be quite honest. Thank you

Hello Steprest,

In this case, I will set the timeframe for one week. If nothing happens I will ask CashSpins Casino for an explanation.  Thank you for understanding.

Hello Steprest,

I looked at your complaint and will do my best to help you. I would like to invite CashSpins Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hey Viliam. It took 3 and a half weeks but I finally received my withdrawal. Thanks for your help anyway

Dear Steprest,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam