Cool Spin Slots Casino - Withdrawal of player's winnings has been delayed.

Withdrew to my PayPal account supposed to be instant and I can't get the casino to answer me at all

Dear louquelauren1,

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.

Dear louquelauren1, kindly provide a link to the casino website.

Dear louquelauren1,

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.

Dear louquelauren1,

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.

Still have not received my withdrawal

Dear louquelauren1, 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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

No bonus im verified

Dear louquelauren1, in order to continue with your complaint, I still require the following information, which has not yet been provided:

The link to the casino website where you made the withdrawal request.

A confirmation whether you have previously made any successful withdrawals from this casino.

Screenshots or copies of your communication with the casino (emails, chat transcripts, etc.).

Please send this information either here in the thread or to my email at dominika.l@casino.guru.

Sent to ur email

Dear louquelauren1, thank you for your email. However, I would like to point out that you have only sent the link to the casino website, and unfortunately, you have ignored the other questions I asked in my previous message.

Additionally, please send a screenshot of your withdrawal request from your casino account, clearly showing the amount, date, and status.

I have sent it to ur email

Dear louquelauren1, what payment method did you use for the withdrawal?

Was it the same payment method that you used to make your deposit?

Did you enter the correct payment details when requesting the withdrawal?

Have you provided the casino with proof that the funds have not yet arrived in your payment method? If yes, please also send that same proof to me as well.

I would if they would respond

Sent to your email

Dear louquelauren1, despite multiple follow-ups, you continue to provide only brief and incomplete answers, and you are still ignoring some of the important questions. This is not acceptable if you expect us to help you.

So far, your responses have been too short and vague. I need full, clear answers and proper evidence. If you do not provide complete and proper answers, your complaint will be rejected for lack of cooperation. I cannot help you unless you fully cooperate.

Yes I entered everything correctly and I am verify they just won't respond to any of my messages

Thank you very much, louquelauren1, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) 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.

Thank you

Hello louquelauren1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

No development and good luck getting in contact with them i have had 0 luck

Can I please get my money now

Hello louquelauren1,

we have already contacted the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Wait how much longer this is ridiculous

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Don't u think they have had long enough

Can u please respond

Dear louquelauren1,

there is not much I can do really, I've messaged the casino through all channels available to me. In case I do not receive a response, I will close this complaint as unresolved, which will lower the casino's safety index on our platform.

So I don't get my withdrawal and they just get a bad reviews

That not fair to me and I have to wait this long to hear that

They have had long enough to respond and i think I least should be able to get my withdrawal by now

This is bs now I know im not going to get paid so thanks for nothing but a waste of time

I'm i getting my withdrawal or not please respond

Sorry to say, but most likely not - I can not do anything else, if the casino doesn't cooperate.

What's the point of this then I mean i thought that was the whole point of doing it maybe I need to report this site

We contact the casino and try to mediate the issue. We have reclaimed millions of dollars for players this way. In case we deem the casino confiscates the funds wrongfully or there is no response from the casino, we lower its safety index, so other people know they need to be cautious.

Waste of my time yall get a bad review

This is the worst site ever

Yall are definitely going to get a bad review from me for wasting my time

Dear louquelauren1, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.