The player from Germany had won 1,200 euros and requested a payout on May 24th. Despite having contacted customer support, he had not received his money, and the processing time had exceeded the promised 7 to 21 days. The Complaints Team had attempted to assist by reaching out for more information but had received no response from the player. Consequently, the complaint was closed, although the player had the option to reopen it in the future if he chose to resume communication.
Extreme Spins Casino - Player's payout is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,200
Extreme Spins Casino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
I won 1200 euros after a really big fight. I deposited 70 euros with the bonus and had 420 euros at my disposal. I had to convert that to around 12,000 euros. Almost impossible but I was lucky. On May 24th I applied for a payout. After a few days I didn't get the money. I contacted customer support. Fiona (always Fiona) told me that processing would take 7 to 21 days. Today is long gone and I still haven't received any money.
Automatic translation:
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8 months ago
Dear kuki2662,
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 from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your communication with the casino discussing the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Dear kuki2662,
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.
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8 months ago
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,
Tomas
Casino.Guru
