SpellWin Casino - Player’s withdrawal requests are delayed.

My account is fully verified and I have not used a bonus.

I am trying to withdraw via Interac and the company does not realize (or they are doing it on purpose) that interac withdraw requests time out after 48h. They are purposely waiting for more than 48h to process my withdraw, which makes then automatically cancel and then I have to request the withdraw again.

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 basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal request.

To understand the situation better, could you please clarify the following points:

• When did you first request the withdrawal via Interac?
• Have you received any explanation from the casino regarding the delays? If so, what reason did they provide?
• How many times has your withdrawal request been cancelled so far due to the 48-hour timeout?

If you have any screenshots, emails, or other communication from the casino that show what happened, please upload them here or forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have managed to withdraw with them in the past, however there has now been 4 withdraws canceled in a row since december 22nd.

The support team always sends me this : "We apologize for the inconvenience caused by that delay. We have just transferred your withdrawal request to our financial team for processing. Kindly wait a little bit, your cashouts should be approved and sent in the nearest time."

Their financial team KNOWS that they need to be processed within 48h hours but yet they don't actually process them in that amount of time on purpose

Hi basedschalke,

Thank you for the clarification. I understand this situation is very frustrating, especially when withdrawal requests are repeatedly timing out due to the 48-hour Interac window.

At this stage, please note that we generally intervene after 14 days from the moment the withdrawal issue begins. This gives the casino a reasonable period to process the request and prevents us from contacting them too early, when delays can still fall within standard internal timeframes.

Since your first cancelled withdrawal was on 22 December, we are currently approaching this timeframe. I kindly ask you to remain patient for a little longer. I will check back with you again at the beginning of next week to see if there has been any progress and, if not, we will proceed with contacting the casino directly for clarification.

For now, please continue to keep any communication or screenshots you receive, as they may be useful if we need to escalate the case.

Wishing you a Happy New Year and all the best in 2026! 🎉

Okay, I will message you again on january 5th then

Hello, please note that the casino is still delaying my withdraws

Hi basedschalke,

Thank you for your message, and I’m sorry for replying only now and for the one-week delay.

I wanted to check in with you to see whether there have been any developments since your last update. Have you received any payment, confirmation, or clearer explanation from the casino regarding your withdrawals, or are they still being delayed in the same way?

Please let me know the current status, and we will review the next steps accordingly.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear basedschalke,

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,

Petronela