Spindog Casino - Player's withdrawal is delayed and pending.

Requested the withdrawal on 07.07.26 and provided the documents for verification at the same time. Withdrawal was cancelled the next day due to a missing google pay screenshot. Provided the missing documents (as asked for in the email) and requested withdrawal again. Got another mail notification on 08.07. that some documents had already been provided (i assume the banc card pictures) and ever since then I‘ve been waiting for payment processing or at least account verification. Support has answered with generic answers that my request is still in the review queue. I wasn‘t asked to provide any other info, nor was I told a timeframe for verification/payment. Withdrawal still shows as pending.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you've requested to withdraw?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to or a screenshot of the bonus.
• Which of your documents are still pending verification in your account?

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

Best regards

Veronika

Dear Marille,

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.

Hello, I thought the issue might have been resolved by now. My profile was verified and the withdrawal cancelled on 27.07. Spindog claimed they approved the transaction and the issue was due to my provider. After several more attempts I noticed that the bank withdrawal could never work bc of it being a SEPA transaction which doesn’t work for GBP. I was told to use a different withdrawal method- the only options available being cryptocurrency. The Cryptocurrency withdrawal was cancelled again and I was asked to use bank withdrawal. Which now is not even an option on my page anymore (and failed 5 times already)

Dear Marille,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marille,

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,

Martina