Spinfellas Casino - Player’s withdrawals are delayed and unprocessed.

When I registered at this casino, they told me that withdrawals take 96 hours to process, which I considered excessive, but they convinced me to deposit and play, literally asking me to "give them the opportunity to continue in this casino."

I made a deposit and was lucky enough to win something. Once I met the x1 wagering requirement, I withdrew €200 and notified them by email that I had made a withdrawal. They replied saying that the withdrawal would be processed within 96 hours.

Well, it's been 10 days and I still haven't received anything (because I have other pending withdrawals of €200, €100, €100, €100 and €10 more)

I've written to the Payments department countless times, but they never reply. Yesterday, I finally managed to get through on the chat (which is quite difficult because it's always inactive). The agent told me that because they have a very high volume of withdrawals to process, mine might take a few days longer because withdrawals from players who have been with me longer and are VIPs are being processed before mine. This agent said I would probably receive my payment yesterday, the 10th, or today, the 11th, but I haven't received anything at all.

I am writing this complaint to say that these are not excuses for not paying me because I was told that it would be 96 hours maximum and that normally it would be less time to process withdrawals.

I'm quite disappointed with this casino and I think all their excuses are just to avoid paying out because they don't even reply to my emails. In total, I have €1,200 in pending withdrawals from March 3rd to today, the 11th.

I've seen that Guru gives it a low rating, and there must be a reason for that.

Casino ID 197400000427.

I have all the emails and chat messages if they need to be provided.

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Dear joberto,

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

Petra

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

Dear joberto,

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,

Petra