The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that his withdrawal request was pending due to verification issues. After providing the necessary information and confirmation of account verification, the issue was escalated. Ultimately, the player received his withdrawal, and the complaint was marked as resolved.
Candy Spinz Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €198
Candy Spinz Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Dear Sirs,
On April 28th I made a withdrawal request of €198 from the online casino candyspinz via bank account. I would like to point out that I deposited via revolut.
on April 30th they ask me to send 2 documents: proof of withdrawal and proof of deposit. I sent them and after a few days my account is fully verified.
The requirement to play through at least 3 times the deposit (of 59 euros) has been met. All verification requirements have been met.
The problem is that the withdrawal request is still in pending status, it has not been verified yet. I have tried many times to write to the chat but they ask me to wait because the higher team has to check and verify the documents even though 10 days have passed.
I attach some documents to demonstrate my situation.
What do you advise me to do?
I await your kind reply
Kind regards
Roberto Bazzurro
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7 months ago
Dear nick787,
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.
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7 months ago
Dear nick787,
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.
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7 months ago
Translation
Thanks for your kind reply. No, everything is as before, pending, that is, the deposit has been accepted but still needs to be verified.
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6 months ago
Dear nick787, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Have you contacted the casino to ask whether any additional verification is required from your side?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.
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6 months ago
Translation
Hi Dominika, I have not made any withdrawal requests before this one. The winnings were accumulated without bonuses.
Candyspinz passed my withdrawal request to the higher team but in fact I have not received any response from them to date. I sent the screenshots with the chat to his email.
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6 months ago
Dear nick787, on what exact date did the casino confirm that your account was fully verified?
When did they inform you that your withdrawal request had been forwarded to the "higher team" for review?
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6 months ago
Translation
This morning the casino confirmed to me that the account verification was completed, however as for forwarding my withdrawal request to the relevant team it happened 2 days ago.
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6 months ago
Thank you very much, nick787, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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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6 months ago
Translation
Thanks for your help. The case is solved, I received the withdrawal.
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6 months ago
Dear nick787,
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,
Martina Bennett
Casino.Guru
