Katana Spin Casino - Player claims that payment has been delayed.

I have tried with 3 seperate withdrawals the 1st on 29/8/25 for £100 , 2nd on 31/8/25 for £130 and the 3rd for £140 on the 2/9/25 . They are saying it's been credited to my account although no funds have been forthcoming . Numerous emails later and no further forward with my withdrawals. They have now stopped answering my emails.

Dear player,

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 the 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

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Hi , unfortunately there's still no revolucion to my problem. Nothing has arrived in my account yet. Despite more emails and promises . Now waiting 14 days on 1 withdrawal. 12 days on another and 10 on another 1.

Dear player, 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?

Please let us know the exact date(s) when the casino claimed that the funds were credited to your account, and when the status of each withdrawal changed — for example, from "processing" to "credited." Also, kindly share a screenshot of your withdrawal history from your casino account showing all three withdrawals, including their current status.

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Never had any problems before with my withdrawals . Fully verified account and wasn't playing in active bonus or wagering. Here is proof

Bank statement proof of no signs of any funds reached my account

Dear player, thank you for the bank statement you submitted. However, I noticed that the statement only covers transactions up to September 10th and appears to be a printed version.

Could you please confirm if you also have a full digital bank statement (e.g. PDF file) showing all transactions up to today’s date? If so, kindly send it to my email at dominika.l@casino.guru.

Also, have you received any new updates or responses from the casino regarding your withdrawals since your last message?

My bank has investigated these payments and all have been returned because of insufficient data. Here is proof from my bank. I have passed this back to katanaspin and still there's nothing credited to my account, 3 weeks today my first withdrawal should have been. I can't get a full PDF statement until the end of the month hence that's why I went into my bank and they printed the statement off that i sent you. It's getting really frustrating now

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Stodge,

 

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

 

I would like to request the presence of a representative from the casino in this conversation.

 

Dear Katana Spin Casino,

 

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

 

Thank you in advance.

 

Respectfully,

Attila G.

 

Thank you very much, hopefully this will be resolved soon.

Hello!

We would like to inform you that the earlier withdrawal failed on the payment provider side, and the funds were returned to the casino account.

Subsequent withdrawal was created and processed on our side on 2025-09-24 at 18:46:45 UTC. It can take up to 5 banking days for the funds to reach your bank account.

In case the funds are not received, please let us know, and we will assist.

Best regards,

Katana Spin Casino

That's for the £140 withdrawal. Still waiting on the other 2 . 1 for £100 and 1 for 130 respectively . Many thanks

Dear Stodge,

Do you have any updates for us?

Have you received your withdrawals?

Thank you in advance.

Best regards,

Attila G.

Hi, I have received the £140 withdrawal but i am still waiting on the £100 and £130 withdrawals. They have stopped answering my emails now . I ask every day when will this be resolved but no further forward. Absolutely terrible customer service, over 4 weeks now waiting.

Dear Katana Spin Casino,

We kindly ask you to proceed with the remaining withdrawals so that we can reach a successful resolution of this complaint.

Thank you in advance.

Best regards,

Attila G.

Dear Stodge,

To proceed, we would require a bank statement covering the period from 29.08.2025 until today. This statement should include your name, bank account number, and a clear list of transactions. Please attach a PDF copy of your bank statement to the email you have received.

Please note that we have provided proof of payment documentation from our side earlier, confirming that we have sent the funds. The requested bank statement is needed for confirmation that the funds have not been received and to resolve the issue with the payment provider.

Thank you for your understanding and patience.

Best regards,

Katana Spin Casino

Dear Stodge,

If you still haven’t received your withdrawals, I kindly ask you to proceed with submitting the requested documents.

Thank you in advance for your cooperation.

Best regards,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Stodge,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila