The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. We explained that withdrawals could take up to 14 days and might be delayed by KYC checks or a high volume of requests, so he was advised to wait and cooperate with the casino. The complaint was then marked as resolved by the player, so we closed the case as resolved.
Spin Fever Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €550
Spin Fever Casino
Safety Index 7.0 Above averageCase summary
Discussion
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4 weeks ago
Translation
SPINFEVER has been unreachable for days and is not answering my emails.
I have been waiting for my payment of €550 since September 21st.
The status remains "Reserved", and despite multiple attempts to contact them, I have received no response.
A few months ago everything worked without any problems; I received my payouts within a maximum of 48 hours.
Yes, I am verified and even uploaded proof of deposit as security for my last withdrawal to prevent any rejection of my payment.
I'm starting to wonder if they still exist!!!
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
Dear hammedg32755,
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
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4 weeks ago
TranslationI can understand that payouts are sometimes delayed.
What I absolutely don't understand is why my emails haven't been answered for a week, and more importantly, why SPINFEVER's live chat hasn't been working since my withdrawal. I think this is just a delaying tactic to make me cancel my withdrawal, keep playing, and lose everything!
Not with me. I will continue to wait.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hammedg32755,
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,
Jean
