The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player reported receiving only €500 per week despite requesting €1,500 and had expressed concerns about the withdrawal process and losing his balance. The Complaints Team had closed the complaint due to a lack of response from the player, but the player was informed that the complaint could be reopened in the future if he chose to continue communication.
Need For Spin Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €4,800
Need For Spin Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Dear Sir or Madam, the issue is the following. According to information from needforspin support, you can withdraw €1500 per week (maximum 3 withdrawals of €500 each). That's not a problem for me in and of itself. However, only one withdrawal request is ever processed, i.e. I get €500 transferred to me every week and the other €1000 gets stuck in the loop again. With my winnings of around €6k, I have to wait forever until I get this amount paid out. When I asked support, they just said they have no influence on the withdrawals and that they are processed compulsorily. But if that were the case, then the finance department would see my three withdrawal requests every time and not just approve one. I was told that €1500 is paid out weekly and €10,000 monthly, but the actual withdrawal amount is significantly less. I think the casino itself is great, but it's depressing to be kept waiting and then only get the minimum amount weekly. I ask you, dear CasinoGuru team, to help me ensure that I either receive all of my winnings at once, or at least the amount specified by the casino, €1,500 per week. So far, I've received €1,000 in payouts (€500 each week, with a waiting period of seven days after the withdrawal request). Thank you.
Automatic translation:
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4 months ago
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
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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
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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4 months ago
Translation
I think you don't quite understand what I mean. However, I only receive €500 in payments per week, even though I request €1,500 (the maximum possible withdrawal per week). The casino's service center says they can only process one request at a time, even though I've submitted three requests of €500 each.
Automatic translation:
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4 months ago
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.
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3 months ago
Translation
Payments are always processed at some point. I only received one payment of €500 per week, even though I had €1,500 waiting in the queue. I've now lost my entire balance because it was sitting in my account forever. I think it's deliberately designed so that you lose everything again before they pay you out...
Automatic translation:
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3 months ago
Dear player, just to make sure I understand correctly — do you currently have no pending withdrawals left in your account and no funds to withdraw anymore because you have lost your balance?
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3 months ago
Dear player,
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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3 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,
Dominika
Casino.Guru
