The player from Germany had requested a withdrawal of €300 two weeks ago but had not received the funds yet. She had received repeated assurances from support about a delay and that the finance department was processing her request. Despite multiple attempts to gather necessary information and documentation from her to facilitate the investigation, no response was received. Consequently, the complaint was closed due to the lack of communication, with the option to reopen it if she chose to resume contact.
Spinational Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €300
Spinational Casino
Safety Index 7.5 Above averageCase summary
Discussion
Public
Public
4 weeks ago
I requested a withdrawal of €300.
I've been waiting for weeks now, and support keeps telling me there's a delay and that the finance department is supposedly aware of it and processing it.
I'm asking Casino Guru to help me.
Public
Public
3 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.
Public
Public
3 weeks ago
Dear Jule91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me a screenshot of your pending payout and your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@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.
Best regards,
Tomas
Public
Public
2 weeks ago
Dear Jule91,
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.
Public
Public
1 week ago
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,
Tomas
Casino.Guru
