The player from Germany had waited for a withdrawal for less than two weeks. Unfortunately, their payout had not been received. Despite repeated communication and submission of requested documents, the withdrawal remained unpaid due to the casino's lack of a German license and the player's bank returning the payment. The player had requested an alternative payout method, but no resolution was reached. The complaint was closed due to the player's lack of further response, with the option to reopen if needed. The complaint was later reopened, and the player was advised to provide a bank statement in a specified format to help the casino verify the returned payment. After further communication and clarification, the player marked the complaint as resolved, and the case was closed.
LiraSpin Casino - Player’s winnings haven’t been received yet.
Case closed
Amount: €699
LiraSpin Casino
Safety Index:Below averageCase summary
Translation
I have requested payout of 3 winnings in the last 3 months.
One amounting to 100 euros and the other to 600 euros, both of which were debited from my bank account within 24 hours without much fuss.
The requested payment of €699 was submitted on October 31, 2025 and transferred to my bank account on November 3, 2025!
But nine days later, still nothing.
I've already contacted support, and now they want me to send pictures and proof, like bank statements, that the money really hasn't arrived.
Okay, I can understand that, they have to be absolutely sure that no one wants to cheat them.
But when I asked them to tell me if there might have been an error with the transfer or something, they immediately told me to contact my bank, which clearly couldn't do anything because they hadn't executed the transfer and the transfer shouldn't take more than 5 days, even from abroad.
It's simply ignored; support doesn't respond promptly, it takes 2 days for a reply.
Everything is a bit strange.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Jamy2014,
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
TranslationI would like to add the following:
Since November 3rd, 2025, I have been in contact with Liraspin's support to resolve the conflict/problem, but apart from repeatedly providing evidence such as bank statements and proof of requested withdrawals from my player account, etc., there has been nothing positive regarding a proper resolution of the problem.
Especially since liraspin's support team can have full access to my player account and see the requested winnings payout, the request for proof is harassment.
And according to my bank, the money has been returned to the sender, i.e., Liraspin!
And despite my explicit pointing this out, it was ignored.
Payment was returned by my bank because this online casino does not have an official license for Germany and is therefore probably illegal.
Dear Jamy2014,
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.
TranslationNo, I haven't received the payment to date. Regards
TranslationUnfortunately, I have not received a payment to date.
Unfortunately, support keeps making new demands regarding documents that I have to submit, now in a specific format.
That's really not normal.
Dear Jamy2014, thank you for your response.
Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@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.
TranslationReply sent with part of the contact I had with Liraspin
Dear Jamy2014, thank you for your response.
Could you please confirm whether you have submitted all of the documents in the requested format?
Additionally, could you please confirm whether you have made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Attila G.
Dear Jamy2014,
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, Karla (karla.m@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,
Attila G.
Hello Jamy2014,
My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.
To ensure full transparency, I would like to invite a representative from LiraSpin Casino into this conversation.
Dear LiraSpin Casino,
Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.
Thank you in advance for your cooperation.
Best regards,
Karla
Dear Jamy2014,
We apologize for the issue you experienced with your withdrawal.
To assist you further, we need to identify your account with us. Could you please provide the email address connected to your casino account? The one associated with your Casino Guru profile does not match any account on our platform.
Once we can verify your identity, we will provide more details on the matter and offer the necessary assistance.
Best regards,
LiraSpin Casino
Dear LiraSpin Casino Team,
Thank you very much for your update.
Since the player has now provided the correct account email address, I kindly ask you to confirm once you have successfully located the corresponding account and to update us on the current status of the withdrawal.
Please also inform me as soon as you have any findings regarding the returned payment so we can continue moving this case forward transparently and work toward a proper resolution.
Thank you in advance for your cooperation.
TranslationHello Karla,
Yeah, they'll find my account, I'm not worried about that.
Unfortunately, payment by bank transfer is currently not possible, according to my bank, Sparkasse.
It is not a recognized casino with a certificate for Germany, therefore it is illegal gambling.
I had asked the liraspin team to offer me a different payout method, such as PayPal.
Should another instruction be received, the money will be returned to the sender.
Regards, Christian
Dear Jamy2014,
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.
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,
Karla
Casino.Guru
We’ve reopened this complaint at the request of Jamy2014. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Karla
TranslationYeah, they'll find my account, I'm not worried about that.
Unfortunately, payment by bank transfer is currently not possible, according to my bank, Sparkasse.
It is not a recognized casino with a certificate for Germany, therefore it is illegal gambling.
I had asked the liraspin team to offer me a different payout method, such as PayPal.
Should another instruction be received, the money will be returned to the sender.
The fact that I can no longer access my player account since this complaint is also very questionable.
ear LiraSpin Casino Team,
Thank you for your previous response and for the information provided so far.
In order to move this case toward a fair resolution, I would like to ask you to please clarify the following:
Since the player’s bank has reportedly returned the transfer and bank transfers appear to be currently problematic in this case, could you please confirm whether the player is able to select a different withdrawal method, or whether you can offer an alternative payout solution (for example, another payment method supported by your platform)?
If bank transfer is not a viable option due to regulatory or banking restrictions, we kindly ask you to specify:
- What alternative withdrawal methods, if any, are available to the player
- Whether you are willing to assist the player in completing the withdrawal using another supported method
Your clarification on this point will help determine whether the casino has taken reasonable steps to facilitate the payout and allow us to proceed appropriately.
Thank you in advance for your cooperation.
Karla
Dear Jamy2014,
As previously mentioned, in order to proceed with the resolution of your case, we require a bank statement covering the period from 3rd November up to the current date.
Kindly send the document directly to support@liraspin.com, using the subject line "CasinoGuru". Once received, your document will be forwarded to the dedicated team for review.
Please note that submission of the requested document is essential for us to proceed further. As soon as it is provided, we will be able to assist you accordingly.
Should you have any questions or require clarification, please let us know.
Kind regards,
LiraSpin Casino
Dear Jamy2014,
Thank you for your message and for explaining your point of view. I truly understand that this situation is frustrating, especially after such a long time.
However, I would like to kindly clarify something important.
Requesting a bank statement in situations like this is a standard and common procedure in the online casino industry. When a payment is marked as processed on the casino’s side but the player reports not receiving it, casinos are typically required — under their internal compliance rules and KYC/AML policies — to verify the transaction through official bank documentation.
This is not necessarily an accusation or harassment. It is usually part of the financial verification process to:
- confirm whether the funds were credited,
- verify whether the payment was returned,
- and trace the transaction properly with the payment provider.
Even if the casino can see that a payment was sent, they may not automatically see detailed information about whether it was rejected or returned by your bank without supporting documentation. That is why they are asking for the bank statement covering the relevant period.
To move this case forward and avoid further delays, I would strongly recommend providing the requested bank statement (you may of course redact unrelated transactions if you wish). This will allow the casino’s finance team to properly investigate the returned payment and should help clarify the situation more quickly.
Without this document, the casino may not be able to escalate the matter internally, which could unfortunately prolong the process further.
Please let me know how you would like to proceed. I am here to help you reach a fair resolution.
Karla
TranslationGood morning Karla,
Okay, I can work with that, but unfortunately not in the format the casino wants to receive the account statements in.
I have no idea how to fill this out, especially since I've already sent them my original bank statements. Is it possible to send them by email so they can tell me if it's correct?
Dear Jamy2014,
Thank you for your response. I appreciate your willingness to cooperate.
In order to make this process smoother for you, I will kindly ask the casino here in the thread to provide a specific email address where your documents can be sent and reviewed with priority, as well as clear instructions regarding the required format. This way, you can confirm directly with them whether the bank statement meets their expectations before any further delays occur.
Dear LiraSpin Casino Team,
To help us proceed swiftly and transparently, could you please:
Provide a dedicated email address where the player can send the bank statement for priority review (with reference to this complaint).
Post here a more detailed explanation of what exactly is required in the bank statement (e.g., visible IBAN, full name, transaction reference number, incoming/outgoing section, PDF format vs screenshot, etc.).
A clear specification of what you expect in terms of format and content will help avoid further misunderstandings and speed up the investigation process.
Thank you in advance for your cooperation.
Karla M.
Dear Jamy2014,
We would like to inform you that we have received the requested bank statement. Following further investigation with our payment provider, we found that the withdrawal was initially successful on our end. However, the funds were returned by your bank. As a result, the amount has been credited back to your casino account for another withdrawal attempt.
Please note that you can view all available payment providers in the withdrawal section of your account. We also confirmed that you previously completed successful withdrawals to the same bank account. Unfortunately, we are unable to add unsupported payment providers to your account. Therefore, if your current bank continues to reject withdrawals, we recommend requesting the withdrawal to a different bank account registered under your name.
Thank you for your cooperation and understanding. Should you have any further questions or require assistance, please do not hesitate to contact us.
Best regards,
LiraSpin Casino
TranslationProblem solved, it's just a shame that I can't have the money paid into my bank account or via PayPal.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Jamy2014,
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,
Karla
