The player from Germany had requested a withdrawal three weeks ago, and while it had been approved by the casino, he had yet to receive the payment from the service provider. He had been a regular player at Spinch for two years, with previous withdrawals processing smoothly. The Complaints Team had attempted to gather more information from him to investigate the issue, but did not receive any response. Consequently, the complaint was closed due to lack of communication, though the player could reopen it in the future if he chose to resume contact.
Spinch Casino - Player’s withdrawal is delayed for three weeks.
Closed
Our verdict
Player stopped responding
Amount: €780
Spinch Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Hello,
I requested the payout on January 30th.
Upon inquiry, I received information from the provider that the payout has been approved and is currently with the payment service provider in order to process the payout.
However, I have been waiting for 3 weeks now and have not yet received a payment.
I can't imagine this exam will take that long; I've been active at spinch for two years now and everything has always worked out so far.
I used the same account as before.
Please help me to receive this payment.
Thanks and regards
Alexander ******
Edited by a Casino Guru admin
Automatic translation:
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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
Hello,
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 better understand the situation.
- When was the last time you paid out from the casino using the same payment method?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with the casino regarding the issue?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Alex1204,
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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1 month 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
