The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After verifying his account and addressing issues with the payment service provider, the player successfully received his payout. We marked the complaint as resolved, acknowledging the player's cooperation throughout the process.
Felix Spin Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Felix Spin Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello, I've been trying to withdraw money from Felixspin since May 5, 2025. However, although my requests are approved, they are then credited back to my casino balance after some time. In the meantime, another attempt was made to withdraw the amount, but the request was rejected because the payment receipt was not verified. I submitted all the required documents, and the payment method was successfully verified. Withdrawals from May 15/17 were canceled and credited to my casino account again. I've already contacted support via email, and they're looking into the issue of my money not being in my account yet.
I hope you can help me with my problem and that I will still receive my money.
Best regards
Dennis
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6 months ago
Dear barddennis68,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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6 months ago
Dear barddennis68, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Have you contacted the casino directly to confirm whether any verification is needed, despite the message stating your account does not currently require it?
Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], 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.
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6 months ago
Translation
Hello, thank you for your feedback.
I hadn't made a successful withdrawal yet, as there were already problems with the first one on May 5, 2025. I was then advised to verify the payment receipt. This worked, and the account is now fully verified.
I only played with real money.
Yes, I contacted customer service via email. In response to my last inquiry yesterday, May 26, 2025, I was told that there were problems with the payment service provider. I should use a different bank account for the withdrawal. I did that and hope it works now.
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6 months ago
Translation
Hello, after much back and forth, the payout has finally worked. Thank you for your help.
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6 months ago
Dear barddennis68,
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,
Dominika
Casino.Guru
