The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported a delay that exceeded the casino's stated 3 working days payout timeframe and unhelpful support responses. We advised patience and cooperation with the casino during the verification and processing period. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Spinational Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Spinational Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
Casino: Spinational Casino
Registration date: March 31, 2026
Dear Casino Guru Team,
I request assistance regarding outstanding payouts at Spinational Casino.
Facts:
- Registration date: March 31, 2026
- Welcome bonus used
- Sales requirements (over €2,000) fully met.
After successfully fulfilling the bonus conditions, I have requested the following payouts:
- March 31, 2026 – €500
- 01.04.2026 – €500
- 02.04.2026 – €500
Total amount: €1,500
On April 5, 2026, a payment of €500 was processed and disbursed.
The two other payments (500 € each) are still outstanding.
I have contacted support several times:
- 05.04.2026 → Reply: "There seems to have been a delay in processing."
- 08.04.2026 → same answer
- April 11, 2026 → same answer again
No specific reason was given to me.
Additionally, according to my profile status, my account does not require verification. It displays:
"It looks like your account doesn't need to be verified."
Therefore, I cannot understand why:
- a payment has been processed
- The other two, however, remain outstanding without explanation.
I am requesting assistance from Casino Guru in resolving the outstanding €1,000.
Should further information be required, such as screenshots, etc., I can gladly provide it.
Thank you in advance for your help.
Best regards
Command Six
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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 CmdSix,
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
Dear CmdSix,
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.
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1 month ago
TranslationHello Karla,
Unfortunately, there is no new information regarding the payout.
I contacted live support again today and received only a copy & paste reply, just like the previous messages.
Therefore, I would like to maintain the complaint and hope for your support.
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1 month ago
TranslationSo it's quite questionable why the payments aren't being processed.
The terms and conditions and help center state that "payouts will be processed within 3 working days".
And after 15 days, nothing has happened.
The support team always just tells you, " There has been a delay in processing your request ."
Such behavior only reflects badly on the casino if it doesn't adhere to its own statements; moreover, with such behavior and work ethic, it is more likely to lose players than to retain them.
It's a shame that you always have to take a complicated step to achieve something.
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1 month ago
Dear CmdSix, 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
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CmdSix,
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,
Karla
