The player from Germany had been waiting for a withdrawal of €130 since February 8, 2025, after successfully completing the verification on February 10. Despite having an open account, she received only standard responses from the casino, which initially cited a technical problem for the delay. The complaint was escalated, and after a new withdrawal request was submitted on April 15, 2025, she received her winnings on April 17, 2025. The issue was resolved, and the complaint was marked as 'resolved' in the system.
Candy Spinz Casino - Player’s withdrawal is delayed for two months.
Resolved
Our verdict
Case closed
Amount: €130
Candy Spinz Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
I submitted a request dated February 8, 2025, for a withdrawal of €130.00. Verification was successfully completed on February 10, 2025. Since then, I have been in contact with the casino, which has only been initiated by me. Initially, the reason for the missing withdrawal was a technical problem, but now I've only received standard responses to inquiries. The account is open and accessible. I request your assistance in this case. Thank you very much.
Automatic translation:
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8 months ago
Dear katja041075,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Candy Spinz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support, and what was the support's recommendation for your situation?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Hello Tomas,
Many thanks to your team for their support in this case.
This is my first withdrawal from this casino. The bonus was canceled before the withdrawal. The withdrawal was canceled on February 8, 2025, because verification was required. All required documents were submitted and reviewed, and the verification was confirmed on February 10, 2025. I learned via live chat about four or five weeks ago that there was a technical problem and that the money was "stuck." In response to my inquiry as to whether it would be advisable for me to cancel the withdrawal and submit a new withdrawal request, I was told that this was no longer possible. A ticket was opened via the casino's complaints department on February 21, 2025 [Ticket ID: hd.1740145140583.fs8zkw.48014c62]. The response regarding the current status always comes with a standard text. However, I have not yet received any reason for the delay from support. The last contact was on April 11, 2025, again only because I asked.
Kind regards
Katja ****
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Thank you very much, katja041075, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Translation
Ladies and Gentlemen
The casino canceled my withdrawal request on Monday, April 14, 2025. My live chat inquiry regarding this matter—and the response to it—is pending. I then submitted a new withdrawal request, which was processed on April 15, 2025. On Thursday, April 17, 2025, I received the winnings in my account.
Please excuse my late reply, but I didn't really intend to write about the holidays. Thank you for your efforts and wish you all the best.
Kind regards 
Automatic translation:
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7 months ago
Dear katja041075,
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,
Jana
Casino.Guru
