The player from Austria had requested a withdrawal via credit card three weeks earlier and still had not received her funds. Despite spending considerable time communicating with support, she was met with delays and conflicting information regarding her winnings. She clarified that two bank transfer winnings had already arrived and that the missing payment was a separate credit card withdrawal, while also confirming previous successful cashouts. We were unable to resolve the case because the casino did not react to our mediation attempts and had a repeated no-reaction pattern, so the complaint was closed as unresolved.
Simsinos Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 20
Amount: €50
Simsinos Casino
Safety Index 4.5 LowCase summary
Discussion
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1 month ago
Translation
I received free spins or a free bet for the football game, I can't remember exactly. I requested a withdrawal via credit card on July 3rd, 2026. Today is July 26th, 2026, and still nothing has appeared in my account. I've spent hours messaging with support, etc. So far, I've been given the runaround; each time I've been told to wait, send bank statements, etc. I just asked again in the chat. Now the casino is saying they've refunded me the €50 and that I withdrew it using a different method! Outrageous! I know what I won and what I'm entitled to!
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4 weeks ago
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4 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- From the screenshots you uploaded with your complaint, it seems that your withdrawal request was processed on 14 July. Am I correct in understanding that the withdrawal was never actually completed and that the funds were returned to your casino account today?
- Did you receive any email from the casino informing you that the funds had been returned to your casino account? If so, kindly forward the email to me at veronika.f@casino.guru.
- Have you made any successful withdrawals from this casino before?
- Which payment methods are available in your casino account for deposits and withdrawals? If possible, please send me a screenshot showing the available payment methods.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationUnfortunately, I have not yet received this one payment.
I had 3 payouts. 3 times free spins or free bets and was able to withdraw 50 euros each time.
What Simsinos is writing about refers to the one payout that has already arrived. However, that's a different transaction number.
Both bank transfer payments have arrived.
However, the one payment made via credit card has not yet arrived. And that's the one in question.
I received an email yesterday which I'm attaching.
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3 weeks ago
Dear GANJA37,
Thank you for the provided explanation and evidence thus far.
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue. Please see all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Simsinos Casino. I wish I could be of more help.
The casino can reopen this complaint at any time.
Best regards,
Veronika
