The player from Germany had fully verified her account and completed the bonus wagering, but all withdrawal attempts using various methods, including crypto and bank transfer, were canceled by the casino. She received no responses from support, and live assistance was unavailable. We asked her for clarification about the cancellations, available payment methods, and any alternative withdrawal options, and the complaint was then marked as resolved by her.
Spinfellas Casino - Player's withdrawal attempts are consistently cancelled.
Resolved
Our verdict
Case closed
Amount: €500
Spinfellas Casino
Safety Index 5.9 Below averageCase summary
Discussion
Public
Public
1 month ago
Translation
Deposit method Paysafe on September 2nd.
Bonus wagered, winnings achieved. Account fully verified. No violation of bonus terms and conditions.
The casino cancels every withdrawal attempt.
All attempts (crypto, bank transfer) are aborted.
Support told me via email to choose USDT TRC20 or ETH as the method. That doesn't work either; the transaction is immediately canceled. Live support is unavailable, and emails are no longer being answered.
Automatic translation:
Public
Public
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.
Public
Public
1 month ago
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.
- Have you received any notifications or messages informing you why your withdrawal requests are repeatedly being cancelled?
- Am I correct in understanding that you have made only one deposit so far?
- Could you please send me a screenshot of the payment methods available in your account for deposits and withdrawals?
- Has the casino's customer support offered you any alternative ways to withdraw your winnings, for example, by approving a manual withdrawal?
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
Public
Public
1 month ago
TranslationQuick update. After live support suddenly became available this morning, I was able to request a withdrawal via bank transfer. I'm now waiting for the funds to arrive. Therefore, I kindly ask you to keep the case open until the payment has been received. According to support, the cause was a technical issue.
Automatic translation:
Public
Public
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 Carina83,
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,
Veronika
