The player from Germany had been waiting for her withdrawal for 6 weeks, despite being told by support that it would be processed soon and that their processing time was up to 21 days. The Complaints Team had attempted to mediate by reaching out to the casino for clarification on the delay, but no response was received from the casino. Consequently, the complaint was closed as ‘unresolved’, which negatively affected the casino's rating and allowed other players to be informed about her experience.
Extreme Spins Casino - Player's withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 68
Amount: €500
Extreme Spins Casino
Safety Index:Very lowCase summary
Discussion
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3 months ago
Translation
I have contacted support several times now, always the same sentence, it will be processed soon, their processing time is up to 21 days.......I have been waiting for my money for 6 weeks.
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Extreme Spins Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share a screenshot of your withdrawal request?
- Have you made any successful withdrawals before using the same payment method?
- 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
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3 months ago
Dear Curlys1970,
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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3 months ago
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Hello, sorry I'm new and didn't know that I would get answers, thought you could only lodge a complaint sorry
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3 months ago
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Yes, I previously had a bonus where I had to wager 3150, which I did!
I initially requested a withdrawal of €500 from my winnings because I didn't know exactly what the payout limit was.
I have successfully completed my KFC verification.
I'm now in my 8th week of waiting, and I'm worried about the balance I still have in my account???
Surely there must be legal recourse against this? It's fraud, embezzlement, theft...
LG Curlys1970
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3 months ago
Dear player, thank you for the reply. Could you please share a screenshot of your withdrawal request at the casino and share it with us?
Could you please also forward all the relevant communication between you and the casino to [email protected]?
Alternatively, you can post all the screenshots here in the complaint thread. Thank you in advance.
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Extreme Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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3 months ago
Translation
Many thanks also to the team for their efforts, but if there is no response, I will definitely hire legal advice, as I have legal protection insurance and my lawyer already told me on the phone that I can sue, as I have saved all chats/bonus payments etc., but I should file criminal charges first, but perhaps it can be resolved reasonably, at least I hope so.
LG
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2 months ago
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Extreme Spins Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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2 months ago
Translation
Hello, sorry, which cancellation?
It's about a payout of €500, which I've been waiting for for almost 10 weeks.
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2 months ago
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I contacted customer service again today, and the same conversation again. It's being reviewed and will be processed soon. I have priority now and should be processed quickly. I really don't understand why they treat players who leave a lot of money like this.
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2 months ago
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.
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2 months ago
Dear user,
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.
The casino can reopen this complaint anytime.
Best regards,
Romi
