Spin Palace Casino PA - Player believes that their withdrawal has been delayed.

I won with the bonus but it hasn't been credited to my balance. I'd like to know what the problem is. Could you please help me with this?

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 Edgargonza-98,

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

Hello, I haven't received my money yet. I'd like to know how we can resolve this as quickly as possible.

Hello, I still haven't received the money I won. I want to know what's going on.

Hello, could you help me with my case? It's been over a month.

Dear Edgargonza-98,

I hope you are doing well. As the recommended time frame has now 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? Thank you for your time, and I look forward to your response.

I still haven't received anything. It's been a long time and they still haven't credited my money.

I still haven't received the money I requested; it's been a long time.

Dear Edgargonza-98, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I passed the verification and the money I earned was with the activated bonus, but I haven't received a refund yet.

Dear Edgargonza-98,

Thank you very much for your response.

To help me better understand your case, could you please provide me with the link to the exact casino website where you played? This will help me review the relevant Terms & Conditions that applied to your bonus.

Additionally, I would appreciate it if you could send me any relevant screenshots and your communication with the casino regarding your winnings and withdrawal. This may include emails, live chat conversations, or any messages explaining why your winnings have not been credited.

You can send everything to karla.m@casino.guru or attach the screenshots directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla

And I don't know where I play anymore, but it's not solving anything for me.

Dear Edgargonza-98,

Thank you for your reply.

After reviewing the screenshot you previously provided, I noticed that it does not show any pending withdrawal. Additionally, the screenshot appears to be from a different casino than the one this complaint is currently filed against.

To help me investigate your case, I would greatly appreciate it if you could provide:

• A screenshot showing your pending withdrawal in your casino account.
• The link (URL) to the casino where you played and won your funds.

Without this information, I am unfortunately unable to verify the details of your complaint or continue with the investigation.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

Dear Edgargonza-98,

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.

It's been over 2 months and they still haven't paid.

Dear Edgargonza-98,

Thank you for your reply.

I understand that you are still waiting for your funds. However, in order for me to investigate your case and assist you to the best of my ability, I need the information I previously requested.

Could you please provide:

• A screenshot showing your pending withdrawal in your casino account.
• The link (URL) to the casino where you played and won your funds.

Without this information, I am unfortunately unable to verify the details of your complaint or continue with the investigation.

Please note that if you do not provide the requested information, I will unfortunately be forced to reject your complaint, as I do not have enough evidence to investigate the issue or help resolve it.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

That's the profit I'm claiming.

Dear Edgargonza-98,

Thank you for your reply.

Unfortunately, the screenshot you provided is from your Casino Guru profile and does not show the casino where you played, your account balance, or any pending withdrawal.

To investigate your complaint, I still need:

• the exact name or URL of the casino where you played,
• a screenshot showing your pending withdrawal or account balance,
• and any communication you have had with the casino regarding your winnings.

Without this information, I am unfortunately unable to verify your complaint or continue the investigation. If you are unable to provide the requested information, I will be forced to reject your complaint due to insufficient evidence.

Thank you for your cooperation.

Karla M.