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

I am a registered player at SpinDragons, residing in Germany. My current total balance is €2,220.

The casino imposes a strict daily withdrawal limit of €500. Following their rules, I requested my first withdrawal of €500 and immediately provided all requested verification documents, including my passport and a selfie. The following day, I requested a second withdrawal of another €500.

To this day, none of these withdrawals have been processed. A total of €1,000 remains stuck in "pending" status within the casino system, while the remaining €1,220 stays locked in my balance. Furthermore, the system is completely blocking me from initiating any further withdrawal requests for the rest of my funds.

The casino has completely cut off communication, ignoring all my recent emails and support requests. Since they are operating illegally within Germany (which is a restricted jurisdiction under their licensing framework) and are actively withholding my rightful winnings, I demand the immediate verification of my account and the processing of my full €2,220 balance.

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Dear foteinigou,

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 foteinigou,

I hope you are doing well. As the recommended time frame will soon 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? Did you pass KYC (Know Your Customer) verification after sending your passport and a selfie, or did you need to provide any other documents?

Thank you for your time, and I look forward to your response.

Dear foteinigou,

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.

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,
Jean
Casino.Guru