The player from Germany had requested a withdrawal of €1,500 over two weeks ago and had €8,380 in real money in his account. Although no verification documents were required and the casino acknowledged that the delay was due to a high volume of transactions, he continued to wait for his funds. After communication with the Complaints Team, the player successfully completed the required verification, and the casino processed his outstanding withdrawals. The issue was now resolved, with the player confirming receipt of the final €377 withdrawal.
Spinfest Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €8,380
Spinfest Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinfest Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share a screenshot of your withdrawal request?
- Did you use the same payment method to request withdrawals as you used for deposits?
- Have you attempted to contact the casino support team again about this issue since your last email?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Translation
Hello Natalie,
Could you please share a screenshot of your withdrawal request?
I'm having trouble uploading the screenshot. Can I send it to you via email?
Did you use the same payment method for withdrawals as for deposits?
Yes
Have you tried contacting the casino support team about this issue again since your last email?
No, but I'll try again today.
kind regards,
Michael
Automatic translation:
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6 months ago
Thank you very much for your reply! Could you please forward the screenshot together with all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here if it works for you this time. Thank you in advance.
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6 months ago
TranslationHello Natalia,
I just sent you an email. Did you receive it?
kind regards,
Michael
Automatic translation:
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6 months ago
Dear Popy71,
We would kindly request to upload the required documents in order to complete your account verification and proceed with the payment.Thank you in advance.
Kind Regards,
Spinfest Team
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6 months ago
TranslationHello Spinfest Team,
I have just uploaded the requested documents.
kind regards,
Michael
Automatic translation:
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6 months ago
TranslationHello Spinfest Team,
I see in my verification tab that the verification is complete. Can you confirm this?
kind regards,
Michael
Automatic translation:
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6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) 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.
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6 months ago
Dear Popy71,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinfest Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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6 months ago
TranslationHello Jana,
On September 12, 2025, the casino paid out two €500 bonuses for the first time. I'll be happy to notify you here of any further payouts.
kind regards,
Michael
Automatic translation:
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6 months ago
Dear Popy71,
thank you for the update. Please keep us updated when you receive more funds.
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6 months ago
Dear Popy71,
We are pleased to inform you that your account verification and payment have been successfully completed.
Furthermore, we would like to inform you that we endeavour to complete the new withdrawal requests as soon as possible.
Thank you for your cooperation.
Kind Regards,
Spinfest Casino Team
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6 months ago
TranslationHello Jana,
To date, €3,000 has been paid out. €5,380 remains outstanding.
kind regards,
Michael
Automatic translation:
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6 months ago
Dear Popy71,
thank you for the update. Please keep us informed of any new development.
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6 months ago
TranslationHello Jana,
I requested three €500 withdrawals 10 days ago. These have not been processed yet.
kind regards,
Michael
Automatic translation:
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6 months ago
Dear Popy71,
thank you for the update. Please allow some more time for processing the withdrawal and keep us informed.
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5 months ago
Dear Popy71,
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.
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5 months ago
TranslationHello Jana,
Sorry for the late reply. On October 2, 2025, three €500 payouts were made. Today, the casino paid out one €500 payout. A total of €5,000 has been paid out so far.
Still outstanding is 3380€
kind regards,
Michael
Automatic translation:
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed of any new development.
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5 months ago
TranslationHello Jana,
Today another €500 was paid out by the casino.
kind regards,
Michael
Automatic translation:
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed when you receive more funds.
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5 months ago
TranslationHello Jana,
On October 9, 2025, 3x €500 were paid out by the casino.
A total of 877€ is still outstanding
kind regards,
Michael
Automatic translation:
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed of any new development.
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5 months ago
TranslationHello Jana,
Today another €500 was paid out by the casino.
A total of 377€ is still outstanding.
kind regards,
Michael
Automatic translation:
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed when you receive your last withdrawal.
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5 months ago
Dear Popy71, We are happy to confirm that your payment has been successfully completed. Thank you for your patience.
Kind Regards,
Spinfest Team
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5 months ago
TranslationHello Jana, Hello Spinfest Team
I can confirm that the casino has processed and transferred the last withdrawal of €377.
Many thanks for your great help and kind regards,
Michael
Automatic translation:
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5 months ago
Dear Popy71,
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,
Jana
Casino.Guru
