The player from Germany faced an issue with her €400 withdrawal request from Doctor Spins Casino, which was cancelled without any explanation. Despite having a verified account and not violating any terms, the cancellation prevented her from making additional withdrawals. The Complaints Team attempted to mediate but received no response from the casino, which maintained a No Reaction Policy toward complaints. As a result, the complaint was closed as unresolved, impacting the casino's overall rating. The player was advised to avoid the casino due to its lack of cooperation.
Doctor Spins Casino - Player's withdrawal has been cancelled.
Unresolved
Our verdict
No reaction policy
Black points: 116
Amount: €400
Doctor Spins Casino
Safety Index 2.6 Very lowCase summary
Discussion
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Sensitive attachment
3 weeks ago
Translation
Doctor Spins Casino
– A payout of €400 was cancelled without reasonDescription:
Dear Casino Guru Team,
I hereby file an official complaint against Doctor Spins Casino, as my legitimate withdrawal of €400 was cancelled without reason.
I requested a withdrawal of exactly €400. The casino informed me of a processing time of 7 to 21 days. During this waiting period, I continued playing with my remaining balance and lost.
Today, July 12th, Doctor Spins simply cancelled my ongoing €400 withdrawal – without giving any reason or explanation via email. The money was simply credited back to my gaming account. Since the casino only allows one active withdrawal at a time, this cancellation blocks the entire withdrawal process for me.
My player account is verified and I have not violated any bonus or terms and conditions. I have attached a screenshot of the cancelled €400 withdrawal to this complaint as proof.
I politely request your assistance in investigating this incident and persuading the casino to pay me my €400.
Thank you so much for your help.
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2 weeks ago
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.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues. I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please advise if you've ever received any winnings from this gambling establishment?
Thank you in advance for your cooperation and reply.
Best regards,
Kristina
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2 weeks ago
TranslationNo, I haven't initiated any withdrawals there, nor have I made any further deposits. I've already written off the money, and as I see it, I'll simply gamble away the €400 and then delete the casino from my phone.
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2 weeks ago
Dear Heike1310,
Since this casino has 20+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of Doctor Spins Casino to ignore us completely in our attempts to mediate any kind of issue.
Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Doctor Spins Casino. I wish I could be of more help. The casino can reopen this complaint anytime.
Best regards
Kristina
