The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We explained that withdrawal delays of up to 14 days were common due to KYC verification or processing times and advised patience and cooperation with the casino. The player confirmed their issue was resolved, and the complaint was marked as closed.
Spinfellas Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,800
Spinfellas Casino
Safety Index 6.0 Below averageCase summary
Discussion
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2 months ago
Translation
Good day,
I made a withdrawal request on May 1st, 2026, and it has still not been processed or paid out. The deadline was 96 hours, which has long since passed. I have not violated any bonus terms or conditions or anything similar.
Today is May 11, 2026, and the payment still hasn't been processed. Emails are going unanswered. The live chat always tells me the same thing: wait until the finance department processes it. But 96 hours have passed; I've waited long enough. I want my money paid out.
It's unacceptable that a deposit takes 2 minutes and a withdrawal 11 days. I'm extremely dissatisfied with this casino, especially since they only make empty promises. They say it will be processed today, but it still hasn't been. It's just stalling tactics. I advise no one to play at this casino until this matter is resolved. This is fraud. They won't pay out. It looks like I'll have to get a lawyer involved.
Best regards, thank you very much in advance.
Automatic translation:
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2 months 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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2 months ago
Dear Rezilherif,
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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2 months ago
TranslationGood day,
That's all well and good what you're telling me, thank you very much for that.
We've already had 13 to 14 days; they say tomorrow will be the day.
Do you think it's fair that a deposit takes 2 minutes and a withdrawal takes 14 days?
Can you confirm that the payout will go through tomorrow? What are the next steps? Let me guess, uh, wait again?
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Rezilherif,
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
