Doctor Spins Casino - Player’s withdrawal has been delayed.

Deposited a few times and lost. Deposited again and the money didn't go into my account for about a week. Won and withdrew  £800 and have been waiting over a month for it. Live chat doesn't help just cuts out after you ask about the withdrawal. Sent numerous emails and no one responds.

Dear michaelmcgahan451, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

I haven't made a successful withdrawal. I have passed the KYC. No bonus was active on the win

Thank you very much, michaelmcgahan451, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear michaelmcgahan451, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. Unfortunately you have chosen to play in the casino that does not respond to us very frequently.

I will now contact Doctor Spins Casino outside this complaint thread and let you know any new information once I receive it.

Hi Katarina, looking at the complaints it doesn't look like they have responded to anyone. Do you know if any cases have been successfully resolved?

Dear michaelmcgahan451, 

unfortunately this casino does not respond to our emails nor other means of communications. I personally had few complaints involving Doctor Spins Casino and I have never gotten a reply from them. I am sorry to be the bearer of a bad news. Before starting playing at any casino, we strongly encourage to read the reviews online. However, the casino has few more days to reply.

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.

Dear michaelmcgahan451, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, 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.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Doctor Spins Casino received a ‘2.5' very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.