Extreme Spins Casino - Player’s winnings haven’t been received yet.

I have deposited and played on the casino and requested a withdrawal. It keeps saying pending and they are not replying to my emails. The chat is AI and not getting anywhere. Hope you can help

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Dear jetty20,

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

Hello, it’s now been 14 days and I’m not getting anything back from them, please could you help me?

Dear jetty20,

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.

Thank you for your message.

Unfortunately, I have still not received my withdrawal of £533.87.

There have been no meaningful updates from the casino. They continue to provide only generic responses stating that the withdrawal is ‘under review’ or in a ‘queue’, without confirming approval status, providing any explanation for the delay, or giving a timeframe for payment.

No additional verification has been requested from me, and I have fully cooperated at all times.

I would appreciate your assistance in helping to resolve this matter, as the delay is now over 10 days and the lack of clear communication is very concerning.

Hello, could you please advise if you have contacted them for me please. This is all very distressing for me 😞

Hello, I was just wondering if you may have contacted the casino and if you had got any feedback. This is really causing me a lot of emotional stress. 😞😞

Dear jetty20, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you made any successful withdrawals before? No as it’s the first time playing

Could you please confirm that you have passed the KYC verification? They haven’t asked for anything

Did you accumulate your winnings with or without an active bonus? Without any bonus as I don’t normally take this

Did you play casino games or bet on sports? Casino

Could you please share your

communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here. I have no screenshots of chats as as soon as it ends, they disappear so I have attached emails. I only speak to AI. Anything you can do will be appreciated. It’s becoming very stressful and affecting my health 😞

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.

Karla

Hello, hope you’re well. Thought I would check if you may have any updates for me please.

Dear jetty20,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. 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, we have no other choice since it seems to be a common practice for Extreme Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Extreme Spins Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.

Karla M.