The player from the United Kingdom had made deposits totaling over £400 and won £500, but their withdrawal had been pending for a week, despite the casino's policy stating it would be processed within 3 working days. They had only received copied responses from support regarding the status. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. It was noted that withdrawals could take up to 14 days or more due to verification or processing delays. The player was informed they could reopen the complaint if they chose to resume communication.
Spinboss Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £500
Spinboss Casino
Safety Index 5.4 Below averageCase summary
Discussion
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1 month ago
i made deposits of over £400 and then I won £500 so I submitted a withdrawal, it's been 1 week and have had nothing but a copied and pasted response from support that it will be processed. They state on the site it will be 3 working days.
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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 Caz1888,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Jean
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3 weeks ago
Dear Caz1888,
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.
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2 weeks 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,
Jean
Casino.Guru
