Spinfest Casino - Player claims that payment has been delayed.

Dear Casino Guru support,

I won 3800€ at the casino Spinfest, I've made the first 3 withdrawals starting from the 09th of June since they have a limit of daily 500€

In their FAQs it's written that it will take 3 working days:

It now takes over a week already, the support and live chat always tells the same, that it takes longer, problems with the payment provider, blablabla

Just the common stalling tactics so the player can gamble away his balance.

Yesterday the support told me via mail, that I have to re-submit my withdrawal request again since there were some problems with the payment provider:

After checking the other complaints about this casino here on Casino Guru it definitely looks like a tactic this casino is doing when a player won a certain amount of money.

Thanks for the help

Dear player,

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 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 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I had to cancel my first 3 withdrawals on the 16th because the casino told me they have some problems with their payment provider. I've instantly re-submitted the withdrawals but not only a single one was processed so far...

Additionally, support keeps telling me that they'll prioritize the payout and process it as quickly as possible. If it takes this long for every payout, I won't see the full amount until the end of the year... Truly a bad joke.

Their new excuse is that they have such a high volume of withdrawals at the moment so it will take longer. Every day a new excuse...

Still not answer from the support via mail, doesn't reply and I'm waiting now 4 days for an update... Chat always writes the same

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, not a single withdrawal of the 3 pending withdrawal was processed by the casino so far. The support doesn't answer any mails (As written above, I'm waiting now more than 4 days for an answer) and the chat on the site always tells the same. I'm getting really frustrated now...

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share a screenshot showing the three pending withdrawals, with all relevant details visible?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

No, it's my first withdrawal in the casino

Until now no KYC verification was necessary, also the support didn't send me any instruction:

I've used the 100% welcome bonus and made a payment of 30€

Here is a screenshot of the pending withdrawals, had to chancel the first 3 because they had "technical issues" with the payment provider:

And here a screenshot of the 3 withdrawals I had to cancel:

Forwarded you the mail conversation with the support

Thanks for your help

Again the same answer like always from the support:

I mean I don't get it, casinos are operating under certain licenses, in this case it's "Anjouan Gaming Licensing". They have their own FAQs on their homepage, for example, about how long a withdrawal takes (3 business days).

And basically, none of these components matter because they don't adhere to them.

How can we call this fair against any player? Always bringing up the same excuses. It's now taking over 2 weeks and not a single withdrawal was processed so far.

Almost 3 weeks and not a single withdrawal was processed so far.

Also it's funny that the casino sends me on a daily base "attractive" bonus offers since if I would use one the withdrawals gets canceled.

I'm really really shocked about how players get treated by this casino and I hope the Casino Guru team can help me.

Also, the rating for this casino was at 5.4 on Casino Guru and it magically went up to 7.6 in a single day, how comes even thought they pretty much stall withdrawals in such an obvious and evil way in the hope the player will gamble away his whole balance?

Here's a small selection of the bonus offers I've received in the last three days alone.

Strangely, they're all extremely high, with a minimum deposit of just €10, and if I were to use them, the withdrawals would be canceled.

There can only be a perverse system behind this to encourage players to cancel withdrawals.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello HansPeter,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinfest Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear HansPeter,

Our sincere apologies for your experience.

Your request has been forwarded to the appropriate department.

We will inform you as soon as we have further information.

Thank you,

Spinfest Team

It's the same excuse over and over again. I'm now waiting 3 whole weeks and not even a single withdrawal was processed so far.

The support always writes, that it will be forwarded to another department and that's it.

Dear HansPeter,

Your patience is greatly appreciated.

Please note that the relevant department has requested specific documentation from you.

Kindly check the Verification tab on your profile and upload the requested documents accordingly.

Thank you in advance,

Spinfest  Team

Is this a joke? After more than 3 weeks? I'm seriously getting angry now how obviously you are staling the withdrawal

Dear HansPeter,

I understand your frustration, but to move forward, I kindly ask you to check the Verification section of your casino account and upload the requested documents.

Please let us know once this has been done so we can continue assisting you.

Best regards,

Attila G.

I've already uploaded all the necessary files.

The only thing which I can't provide is a 1 month statement of my Skrill account ranging from 08.06 - 08.07 since I did the deposit with Rapid, which get's booked off from my bank account and isn't visible on my Skrill account.

So I've uploaded a statement from my bank account ranging from the 08.06 - 08.07 with all details, hope this works.

Let's see if it takes another 3 weeks to verify my account.

As expected, the casino rejected my full bank account statement and wants a Skrill statement.

Since the payment was done via Rapid, which gets directly debited from my bank account I can't provide a Skrill statement...

Dear Spinfest Casino,

Could you please clarify why a Skrill statement is required in this case, given that the player deposited via Rapid and has already provided a bank statement covering the transaction?

Thank you in advance for your response.

Best regards,

Attila G.

Dear HansPeter,

We are please to inform you that your account has been verified!

Additionally, the department in charge has made your withdrawal a top priority and has arranged for it to be processed.

However, please note that transfers may take several business days to reflect in your account, depending on your bank’s processing times.

Thank you for your patience and understanding.

Spinfest Team

Hope it won't take another 3 weeks and that every future withdrawal has "top priority" since 5 more are needed to get the balance to my bank account due to your 500€ per day limit

Dear HansPeter,

At this stage, it should just be a matter of time before the payment reaches you.

I will keep this complaint open until I receive your confirmation of a successful withdrawal.

Kindly let me know as soon as the payment has been received.

The first 3 withdrawals are done and on my bank account, 3 new withdrawals are pending at the moment, hope it won't take another 3 weeks instead of 3 business days

Dear HansPeter,

Thank you for the update. Please keep us informed of any further developments.

Dear HansPeter,

We are pleased to inform you that your latest withdrawal requests have been successfully completed today.

Thank you for your cooperation.

Kind Regards,

Spinfest Team

Dear HansPeter,

Could you please confirm receipt of your withdrawals?

Best regards,

Attila G.

Yes, only 1 last withdrawal is left, then I received everything

Dear HansPeter,

Could you please confirm receipt of your last withdrawal?

Yes, got the full amount now.

Funny enough the administrator banned me from future bonus offers.

Dear HansPeter,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru