The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. She reported that the winnings were not even processed, while the casino kept saying it would likely be paid “today,” and her emails were ignored. We advised patience and explained that withdrawals could take up to 14 days due to KYC checks or processing delays, but the complaint was later marked as resolved by her, so we closed the case as resolved.
Spin Fever Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €4,000
Spin Fever Casino
Safety Index 7.0 Above averageCase summary
Discussion
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1 month ago
Translation
Hello everyone,
I urgently need help with my withdrawal at SpinFever Casino. I requested a withdrawal of €4,000 on September 18, 2026. My player account is fully verified (KYC completed) and all documents were officially approved beforehand.
The winnings came from a €400 bonus. The wagering requirements were 5x, which corresponds to a total wager of €2,000. I have fulfilled these requirements completely and correctly. According to the bonus terms and conditions, the maximum withdrawal amount is limited to 10 times the bonus cap. The €4,000 I requested therefore corresponds exactly to the maximum allowed winnings and was correctly released as withdrawable funds by the casino system after the wagering requirements were met.
The payment has not been processed since then.
All my support requests at support@spinfever.com They are being completely ignored. I have already given the casino two written deadlines – without any response. According to his profile, my personal VIP manager is sick and unavailable. Since the weekend, the live chat on the website has also been completely deactivated or no longer works for me, so all communication channels are cut off.
Since the casino is refusing all contact and is unlawfully withholding my money, I am requesting CasinoGuru's assistance in mediating so that the €4,000 can finally be paid out. I have attached all relevant documentation (payout status, verification).
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1 month 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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1 month ago
Dear Pina1501,
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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1 month ago
TranslationPayouts are usually quick there, but as soon as my VIP manager speeds up the payout, the money is in my account within an hour.
This payment hasn't even been processed yet, and every day I'm told "Yes, probably today."
The casino is pushing ahead with updates. But the live chat is also disabled.
There has been no communication and my emails have been completely ignored for days.
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1 month ago
TranslationUpdate regarding my complaint – contact with my VIP manager has been broken off.
Hello Casino Guru,
I would like to add a recent development to my complaint.
My previous VIP manager at SpinFever, Marco, was my direct contact person until now.
On Wednesday he had informed me that there had been technical problems and that payments should be processed again from that day onwards.
Since then, I have tried to contact him several times. Today I wrote to him again, pointing out, among other things, that my complaint to Casino Guru is now public. I received no reply.
WhatsApp now displays a message stating that "This person is no longer on WhatsApp." My previous direct contact person is therefore no longer reachable.
At the same time, SpinFever's live chat is still not working. My previous emails to support also remain unanswered.
This means I currently have virtually no way to contact SpinFever directly, even though my payout of approximately €4,000 is still outstanding.
I would therefore like to add this development to my complaint and inform you about it. What I find particularly striking is that I was informed shortly beforehand about technical problems and an impending processing of the payouts, and now neither my VIP contact person nor the regular support is reachable.
I have saved the WhatsApp history and the current display and can gladly provide the corresponding screenshots.
Thank you so much for your continued support. I sincerely hope that, through your efforts, SpinFever can now be persuaded to issue a statement or clarify the outstanding payout.
Best regards
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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 Pina1501,
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
