Duospin Casino - Player's withdrawals are delayed.

Hi ich habe bei Duospin schon mehrere Auszahlungen letzten Monat getätigt ohne Probleme. Leider warte ich jetzt seit 06.09. auf meine Auszahlungen ohne Reaktion des Casinos.

Ich habe 15900€ auf dem Account und 3x 500€ in Auszahlung. Laut Casino Bedingungen kann ich 500€ pro Tag und 7000€ pro Monat auszahlen lassen, das erfordert jedoch auch eine zeitgemäße Bearbeitung meiner Auszahlungen.

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Dear Maruschka, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Duospin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used 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, 

Katarina

Hallo Katarina, ich zahle mit USDT aus. Es ist das gleiche Wallet von dem ich auch eingezahlt habe.

Mein Account wurde vollständig verifiziert vor etwa einem Monat.

Ich habe mit einem Einzahlungsbonus gespielt. Leider warte ich jetzt schon 16 Tage auf meine Auszahlungen. Vorher ging es schneller.

Dear Maruschka,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hallo, Duospin hat 3x 500€ ausgezahlt am 23.09.

Allerdings warte ich jetzt schon wieder seit 23.09. auf neue Auszahlungen. Ich war im Live Chat und es kamen nur Standard antworten warum es solange dauert.

Ich möchte ebenfalls anmerken dass in den AGBs 72 Stunden Bearbeitungszeit sowie ein monatliches Limit von 7000€ angegeben ist, welches beides schon letzten Monat deutlich nicht eingehalten wurde.

Thank you very much, Maruschka, for your cooperation. I will now transfer your complaint to my colleague Karla (karla.m@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.

Hello Maruschka,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Duospin Casino into this conversation.

Dear Duospin Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear All,

We would like to confirm that since September 23, a total of 10 withdrawal requests have been successfully processed for the player, with the most recent one completed yesterday.

Please rest assured that our team continues to process all upcoming withdrawal requests as quickly and smoothly as possible, ensuring regular payouts moving forward.

However, we would like to kindly remind the player that a monthly withdrawal limit applies, which depends on their VIP level. For the current level, the maximum withdrawal limit is €7,000 per month.

We sincerely appreciate the player’s patience and understanding.

Best regards,

Duospin Casino Team

Dear Maruschka,

I would like to kindly ask whether the recent withdrawal process has been completed smoothly on your side and if you have successfully received the funds that the casino confirmed as processed.

Could you please also let me know if there are any additional withdrawal requests still pending in your account?

Thank you in advance for your confirmation.

Best regards,

Karla

Hallo, ich habe neue Auszahlungen beantragt und es sind noch 10900€ offen.

Dear Maruschka,

Thank you very much for your update.

I will, of course, continue to keep an eye on the progress of your upcoming withdrawals.

Please let me know if there are any changes on your side or from the casino’s side so we can ensure everything proceeds smoothly.

Best regards,

Karla

Dear All,

We would like to provide a quick update on the current status. Our team continues to process all submitted withdrawal requests carefully and as quickly as possible.

At this moment, all previously submitted requests have been successfully completed — the most recent one was finalized yesterday. There are currently no pending withdrawal requests in progress.

Thank you for your attention and continued trust.

Kind regards,

Duospin Casino Team

Dear Duospin Casino,

Thank you very much for your update and for your continued cooperation in this case.

We appreciate your efforts in processing the player’s withdrawals and keeping us informed about the current status.

Dear Maruschka,

Thank you for your patience and cooperation throughout this process.

It’s great to see that the withdrawals have been successfully completed and that everything appears to be in order now.

Best regards,

Karla

Hallo, ich habe noch 7400€ zu erhalten.

Hello Maruschka,

Thank you very much for your update and for keeping me informed.

Please let me know if you have already made a new withdrawal request for the remaining balance or if you plan to request additional payouts soon.

It will help me monitor the situation more accurately and ensure that everything is processed properly.

Thank you again for your cooperation and patience.

Dear Duospin Casino Team,

Thank you for your previous cooperation.

Could you please confirm whether you have recently received any new withdrawal requests from player Maruschka and let us know how quickly they are expected to be processed?

We appreciate your continued assistance and transparency in this matter.

Best regards,

Karla

Dear Karla,

Thank you for your message.

We can confirm that since our last update, three additional withdrawal requests from the player have already been successfully processed, and the next one is scheduled for completion tomorrow.

Withdrawals are being handled continuously, and we are closely monitoring the case to ensure everything proceeds smoothly.

Kind regards,

Duospin Casino Team

Dear Duospin Casino Team,

Thank you very much for your continued cooperation and for processing the player’s recent withdrawals.

We truly appreciate your efforts and the transparent communication provided throughout this case.

Dear Maruschka,

Thank you once again for your patience and updates.

Could you please confirm whether you have already received the most recent withdrawals that the casino reported as processed?

Your confirmation will help us ensure that everything has been finalized successfully.

Best regards,

Karla

Dear Maruschka,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

We’ve reopened this complaint at the request of Maruschka. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hallo, es sind nur noch 435€ ausstehend aber ich kann diesen Monat keine Auszahlungen mehr beantragen.

Hello Maruschka,

Thank you very much for the update.

Please keep me informed once you are able to request the remaining withdrawal, or if there are any changes on your side. I will continue to monitor the situation and assist you as needed.

Dear Maruschka,

Thank you for your message.

We have reviewed your case, and we kindly ask you to note that, based on your current VIP level, the monthly withdrawal limit is €7,000. This limit has already been reached for the ongoing month.

For this reason, additional withdrawal requests can only be submitted once the new monthly cycle begins.

We appreciate your patience and understanding until then.

Kind regards,

Duospin Casino Team

Dear Duospin Casino Team,

Thank you very much for the clarification and for confirming that the monthly withdrawal limit of €7,000 has already been reached.

We appreciate your timely update and continued cooperation in this case.

Dear Maruschka,

Thank you for keeping me informed.

Once the new monthly cycle begins and you are able to request the remaining €435, please let me know as soon as the withdrawal is submitted and successfully received.

As soon as everything is completed on your side, I will be happy to close the complaint.

Hallo Karla, ich habe alles erhalten. Vielen Dank nochmals für die Unterstützung.

Dear Maruschka,

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,

Karla Mayfly

Casino.Guru