The player from the United Kingdom submitted a withdrawal request on June 26 and provided KYC documents as requested, which were accepted. Despite the terms stating that withdrawals should be processed within three banking days, he was still waiting for his funds. The Complaints Team advised him to be patient while the casino processed the withdrawal, suggesting a wait of up to 14 days before escalating the issue. The complaint was marked as resolved after the player confirmed the issue had been addressed.
SpellWin Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €100
SpellWin Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
I submitted a withdrawal request on 26/06. On Friday the emailed me asking for kyc documents which I returned immediately and got an email saying they'd be accepted. The t&c's say they should process withdrawals in 3 banking days yet I'm still waiting. When you contact live chat you just get the same copy and paste answer saying they're extremely busy and be patient etc etc
Public
Public
5 months ago
Hello,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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.
Public
Public
5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear bladessteve1,
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,
Tomas
