Rolly Spin Casino - Player’s withdrawal has been delayed.

I requested a withdrawal of €500 on June 10, 2026, to be paid back to my original deposit card. As of today, June 18, 2026, my withdrawal is still showing as pending with no update and no payment received.

I have contacted the support via email multiple times over the past 8 days. Each time, I received only generic responses such as "your case has been forwarded to our finance department" and 'I will personally oversee your request.' No specific timeframe has ever been provided, and no concrete action has been taken.

Despite being told repeatedly that my case was marked as a priority, the status remains unchanged. The support team is unable to give any explanation for the delay or any estimated date for the payment.

I am requesting Casino Guru's assistance to pressure Rollyspin into processing my withdrawal.

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Dear skuib2000,

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

Dear skuib2000,

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.

Thank you for following up

Unfortunately, I have still not received my €500 withdrawal. It has now been 14 days since I requested it on June 10. I sent a follow-up email on June 15, and the casino replied stating my case had been marked as priority. I have since sent another follow-up, and received the same generic response again, with no explanation, no timeframe, and no actual progress...

The casino has not provided any concrete reason for the delay, nor any documentation requests that would justify it.

Everything has been completed correctly, my KYC has been fully verified, I respected the bonus terms and met the wagering requirement before requesting the withdrawal. There is no broken rule or valid reason preventing the payment from being processed.

One additional detail I'd like to point out for you, I was unable to select "France" as my location/residence on casino guru website. I do live in France

Dear skuib2000, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear skuib2000,

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, Munya,( munya.s@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,

Karla Mayfly

Dear skuib2000,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Rolly Spin Casino to join this conversation and assist in addressing the complaint.

Dear Rolly Spin Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru team,

It has now been over 6 weeks since I requested my withdrawal of €500 on June 10, 2026, and I have still not received anything. No representative from Rollyspin has responded to this complaint in over 2 weeks, despite your official outreach on my behalf.

I took the time to go through the other complaints filed against Rollyspin on your platform, and the pattern is clear, there is not a single player who has successfully withdrawn their money from this casino. Every complaint follows the same script : generic support responses, promises of priority treatment, and ultimately no payment.

In my case, I deposited around €100 and won €500, so my situation is relatively limited compared to others. But I have seen players on other forum who deposited big amount of money like €5,000 and cannot withdraw a single euro. This is devastating for real people and it is completely unacceptable.

I genuinely believe Rollyspin is operating as a scam. They accept deposits, allow players to win, and then systematically refuse to pay out. Their complete silence in response to your official mediation attempt confirms this.

I strongly urge Casino Guru to consider blacklisting Rollyspin entirely. Keeping them listed with a 4.4 Low safety index while players are losing thousands of euros is, in my opinion, not sufficient. This casino should not be allowed to continue operating and attracting new players.

Thank you for your efforts in trying to resolve my case.

skuib2000

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system.

I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players.

I am sorry I could not be of more help on this occasion.

Kind regards,

Munya

Casino Guru