HeroSpin Casino - Player’s withdrawals have been delayed.

Hello,

My withdrawals have been stuck for over two weeks now. I played casino and sports and have made previous withdrawals but suddenly they stopped paying. Live chat can't tell me the reason for the delay and neither can my vip manager. I haven't used any bonuses and KYC is not required. I need help getting answers from the casino.

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Dear Lassi,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?
• How many pending withdrawal requests do you currently have?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The last one took maybe 5 days which is also more than their promised 3 business day processing time. The last successful withdrawal was made on 19.03. 3 withdrawals are still pending. Support is of no help. This cannot happen. Can you contact the casino. Transfer history attached.

Hello,

Now I can't even lift anymore. What's going on here?

Thank you very much for your reply, Lassi. When was the last time you contacted the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Lassi,

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.

I have contacted support many times without any proper answers. Attached is my message to the VIP manager who does not even respond. Can you please contact the casino. I have sent KYC documents many times but they do not accept my account statement which is exactly what they require. They do not give a reason for this.

Dear Lassi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Lassi,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite HeroSpin Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that your previous withdrawals is successfully completed, the pending withdrawals from the date 21.22 of April will be proceeded soon.

Kind regards,

HeroSpin Casino

Dear HeroSpin Casino,

Thank you for your recent update.

Dear Lassi,

Please be sure to keep us informed regarding the status of the funds from the casino when you receive them.

Dear Lassi,

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.

Dear all,

Thank you for contacting us.

We kindly inform you that all withdrawals is successfully completed.

Kind regards,

HeroSpin

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.