The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had intervened after the player reported ongoing issues with multiple withdrawal attempts being canceled due to technical problems with the payment provider. The casino had confirmed that the withdrawals were marked as paid but not credited to the player’s account, attributing the issue to the bank rejecting the transactions. The Complaints Team had communicated with both the player and the casino to facilitate a resolution but ultimately had to close the complaint due to a lack of response from the player.
Candy Spinz Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Candy Spinz Casino
Safety Index:Very highCase summary
Discussion
Public
Public
11 months ago
Translation
Hello, my winnings for withdrawal were approved and canceled after a few days. Today they were credited back to my player account. The casino in the chat cannot tell me why I want to receive my winnings.
Automatic translation:
Public
Public
11 months ago
Dear Damaca,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
11 months ago
Dear Damaca,
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.
Public
Public
11 months ago
Dear Damaca,
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.
Public
Public
11 months ago
TranslationHello, it's about 2400 euros, the payment was transferred but is not in my account
Automatic translation:
Public
Public
11 months ago
TranslationThe status is paid after 5 days it should be credited according to the casino it is transferred according to my account not credited
Automatic translation:
Public
Public
10 months ago
Dear Damaca,
As advised previously, withdrawals may take up to 14 days to be processed.
Please let us know once the money would arrive or would take longer than 2 weeks to be processed.
Looking forward to hearing from you.
Regards,
Nick
Sensitive attachment
Sensitive attachment
10 months ago
TranslationThe money was canceled after 6 days and was on the player account. The reason is technical problems with the payment provider. It keeps getting canceled. Currently, the new payout has not been processed yet. My account has been verified for several weeks.
Automatic translation:
Public
Public
10 months ago
TranslationThe account says paid. Bank statements have been submitted to check that no money has been received. Please help me to receive my winnings.
Automatic translation:
Public
Public
10 months ago
TranslationAfter 14 days I have not received my winnings, they are always credited back to the player account and as a response I get technical problems, I have paid out 4 times and there are technical problems, I can't believe it
Automatic translation:
Public
Public
10 months ago
TranslationHello I am still expecting my winnings 2170 Euro
Customer service no longer responds to my questions
LG maevus
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
I have not received any winnings the money is gone the casino claims it is in my account I can prove this with bank statements the money is not booked in the account there are technical problems every time I want to finally receive my winnings after such a long time
Can you please help me to get my winnings
Automatic translation:
Public
Public
10 months ago
Thank you very much, Damaca, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
10 months ago
Dear Damaca,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Candy Spinz Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
10 months ago
TranslationHello, the payout was marked as paid by the casino, but since April 28, 2025, it has not arrived. It is being booked back to the player account and new payouts are not being made. The money is still not credited to the account.
Automatic translation:
Public
Public
10 months ago
TranslationId1363479081592379892
ID1363502415659773910
Id1436949221982792454
These are the transactions I have been trying to withdraw since April.
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
I want to receive my payouts, but they keep transferring back to my player account via bank transfer because of technical problems, chat doesn't help
Automatic translation:
Public
Public
10 months ago
Hello!
We would like to inform you that your last three withdrawal requests were successfully processed on our end on the 7th and 8th of May.
Please note that previous withdrawal attempts had failed due to technical issues on the side of our payment provider.
Once a withdrawal is processed, it may take up to 5 banking days for the funds to be credited to your bank account, depending on your bank's internal processing times.
If you do not receive the funds within this timeframe, we kindly request that you provide us with a bank statement covering the period from the date the withdrawals were processed until the present date. You may send this document to us via email or through our support platform, and we will promptly investigate the matter with our payment provider.
Thank you for your patience and understanding.
Kind regards,
Candy Spinz Casino
Public
Public
10 months ago
TranslationHello, today is the 6th business day since the payout, and the winnings of €2,170 have not been credited. According to my player account, three payment requests were approved on May 6, 2025. I sent bank statements from May 6, 2025 to May 14, 2025 by email. I would like to check where the winnings are.
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
I am always put off until the 5 days after the withdrawal request. Today is the 7th working day. 5 working days are up. All bank statements are available, but after 5 days the money has still not been credited to my account.
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
That's not right, my casino account is at zero winnings not in the casino account and also not in the bank account for 7 days
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Where are my winnings? It's a very serious problem that they haven't landed in my account, and no one knows what the problem is.
Automatic translation:
Public
Public
10 months ago
TranslationHello, how much processing time do I have to expect?
Automatic translation:
Public
Public
10 months ago
TranslationHello Jana the money is not paid out
The casino will transfer it back to the player's account
This is the second failed withdrawal. I've been trying to receive my winnings for three weeks, and no reason has been given. Is there a way to withdraw via credit card or add other methods for withdrawal? I want my winnings in my account quickly.
Automatic translation:
Public
Public
10 months ago
Candy Spinz Casino representative,
could you please state the reason why is the player's withdrawal delayed, and what is causing the payout process to take so long?
Public
Public
10 months ago
TranslationAccording to chat the money will be credited back to the player account
It can't be true
Automatic translation:
Public
Public
10 months ago
TranslationMoney is on the player account
Why aren't the payouts working?
First payout of this winnings was on 28.4.25
Second payout on 6.7.25
Both withdrawals failed for what reason?
I would like to receive my winnings immediately.
Please make sure that the current withdrawal requests from today 16.5.25 work immediately without errors the withdrawal was instructed without spaces as stated via Chrome as suggested all cookies have been deleted so I don't understand why my winnings are not being paid please do your best to transfer the winnings
Automatic translation:
Public
Public
10 months ago
TranslationIt is claimed that my bank is refusing the payout, which is not true. I have spoken to the bank on the phone, all payouts in April have also been credited.
Automatic translation:
Public
Public
10 months ago
TranslationI now request a payout to another account but my bank actually refuses
Automatic translation:
Public
Public
10 months ago
Dear Damaca,
We would like to inform you that your recent withdrawal attempts have failed due to your bank not accepting the incoming funds. Following a thorough investigation with our payment provider, we can confirm that the issue lies with your bank’s rejection of the transaction.
We kindly advise you to contact your bank directly to clarify the reason for the rejection of funds originating from our platform.
As an alternative, you may also consider another bank account registered in your name, which could be used to process the withdrawal.
Should you receive any clarification regarding the failed transactions, please do not hesitate to inform us, and we will be happy to assist you further.
Kind regards,
Candy Spinz Casino
Public
Public
10 months ago
TranslationThere is still a payout missing ihv 1000euro
The other funds were successfully booked yesterday, but only 2 payments, the first of 1000 euros has not yet been credited
Automatic translation:
Public
Public
10 months ago
Dear Damaca,
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.
Public
Public
10 months ago
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,
Jana
Casino.Guru
