The player from Germany faced difficulties withdrawing her €1,000 winnings from Extreme Spins Casino, which she had requested six weeks prior. Despite being fully verified and meeting all conditions, her payout had not been processed according to the casino's stated timeline. After making multiple inquiries with support, she had yet to receive a payment date and planned to take legal action if the issue was not resolved. The complaint was closed due to a lack of response from her, preventing further investigation or potential solutions at that time.
Extreme Spins Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Extreme Spins Casino
Safety Index:Very lowCase summary
Discussion
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7 months ago
Translation
Subject: Complaint about unpaid winnings of €1,000 – Extreme Spins Casino
Ladies and Gentlemen
I am writing to you with this formal complaint because I have been waiting for the payout of my €1,000 winnings from the online casino Extreme Spins since February 9, 2025 – without success.
I have fully wagered the bonus awarded to me in accordance with the wagering requirements and meet all withdrawal requirements. I have been fully verified since day one, have correctly submitted all required documents, and have made a deposit via VISA card.
According to your own terms and conditions, payouts to a verified VISA card are made within 48 hours – this was not adhered to in my case.
Despite multiple inquiries and chat sessions with support, in which I was initially told that everything was "in process," I was finally informed that the amount had been forwarded to the finance department and would be transferred no later than July 9, 2025. To date, no payment has been received.
I have saved all receipts and screenshots – including:
Deposit and withdrawal with date
Chat histories with support
Proof of my verification
Statements from witnesses who witnessed the winning evening
Unfortunately, I continue to be put off, receiving no concrete information, no payout date, and no further feedback from support. This behavior is not only unprofessional, but in my opinion borders on deliberate fraud.
I have already contacted a lawyer and expressly reserve the right to take further legal action and file a police report if no payment is made by the end of this week.
Furthermore, I will publicly warn against this casino – including citing all facts and evidence – if this situation doesn't change. It is absolutely unacceptable that customer funds are immediately confiscated while the casino suddenly refuses to invoke the terms and conditions when it comes to withdrawals.
With emphasis and kind regards,
Jennifer R*****
[Address, if desired]
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Hello,
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.
- Have you made any successful withdrawals before?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
Hello,
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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7 months ago
TranslationHello Katarina,
Thank you for your help with your questions:
Have you ever made successful withdrawals? "No"
Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit? "YES"
Could you please inform us about the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. "Yes, it's been processing the whole time."
Unfortunately, the images cannot be uploaded to your site.
Best regards
J. R******
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
TranslationHello Katarina,
The chat was blocked in the account until today. Now I was able to write again, but the same thing happened again.
"I totally understand that you're frustrated by the long wait time compared to other providers. Unfortunately, we sometimes experience delays due to internal audits or a high volume of inquiries. However, your payout will still be processed as quickly as possible—thanks for sticking with it."
The same answer every time!
LG
JR******
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Hello,
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
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6 months ago
Dear 2010sirinas79,
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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6 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,
Katarina
Casino.Guru
