AngelSpin Casino - Player’s winnings haven’t been received yet.

Hi,

to whom may this concern !

I am having a problem now withdrawing from the AngelSpin casino . it has been since 19 may that I am waiting for my withdrawals , total of e1350. I have been emailing them and I am receiving the same reply every time , that they are delayed , they are waiting for reviewing , they are delayed in payment support..etc...

I really do not mind a slight delay, but I am not receiving any information concerning my payments . My account is fully verified , as I had to in order to withdraw . My deposits are taken straight away , and now time to pay they don't want to .. I fully understand that it might take up to 2 weeks , but I am not receiving any information from them at all !!! I am going to attach some screen shots of my withdrawals , and really hope you can help . It will be most appreciated.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Xaris88,

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,
Complaints Resolution Center

Hi, thank you for your response. Sure I have no problem at all waiting . today is 2 weeks , I will be in touch by the end of the week again if nothing . Thankyou

Dear Xaris88,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla,

thank you for your response . Unfortunately nothing yet . I email and get the same reply ..

Do you need me to send you anything ??

Thankyou

Hi Karla,

I have still not received anything , it's been a long time now . Can I ask how we can proceed ??

It will be soon 3 weeks ! I receive the same emails every day , that I should be patient .

Can you please help??

Thankyou

Dear Xaris88, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Xaris88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru