SpinGrande Casino - Player's withdrawal is delayed.

havent got my 5000e withdraw. i won it over 2 months ago

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Dear blackdrgn,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

No i havent done any succesfull withdraws, i have send all the documents what they asked. Bonus was active, 100% welcome bonus

Thank you for your reply, blackdrgn. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Withdrawal is pending

i have contacted casino many times and they allways say "under review" and thats it

Dear blackdrgn,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Endri (endri.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello blackdrgn,

My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear SpinGrande 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,

Endri

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru Team,

Thank you for bringing this case to our attention.

We would be happy to investigate the matter and provide our full cooperation in resolving the complaint.

Could you please provide us with all relevant information related to the player and the case, including the player’s registered email/username and any other details necessary for us to identify the account and review the withdrawal?

Once we receive the required information, we kindly ask for up to 72 hours to conduct a complete internal review. We will then return with our findings and the appropriate resolution or next steps.

Thank you for your cooperation.

Best regards,

Casino Management Team

Dear CasinoGuru Team,

Following a final internal review of the case, we have decided to move forward with the payment of the customer’s pending withdrawal. The withdrawal will be processed within the next 24 hours.

At the same time, we would appreciate the opportunity to share the details and reasoning behind this case with CasinoGuru privately. We believe some important circumstances and findings from our internal review would help provide you with a clearer and more complete picture of the situation and the reasons behind our initial decision.

For confidentiality reasons, we would prefer not to disclose these details publicly within the complaint thread, but we are fully available to provide them directly to the CasinoGuru team.

Please let us know the best way to share this information privately.

Kind regards,

Casino Management Team

Dear SpinGrande Casino,

Thank you very much for looking into this case and confirming a timeline for the player's withdrawal.

You claimed that the withdrawal will be processed within the next 24 hours and a day has almost passed. Could you please confirm that this is already processes please? If you would like to provide the extra details of this case, please feel free to reach out to my email address (endri.k@casino.guru).

Hello blackdrgn,

The casino claims that the withdrawal should be processed without any issues. You can let me know if it is already paid so we can mark this complaint as resolved or you can use the dedicated button for closing complaints.

Dear CasinoGuru Team,

We have double-checked the case and can confirm that the payment has been approved from our side.

The funds should reflect in the player’s account shortly.

Thank you for your cooperation.

Kind regards,

Casino Management Team

Spingrande has paid me now 2000e

Dear blackdrgn,

You have requested a withdrawal of 2000€ but have created this complaint in the amount of 5000€. Can you please explain to me what is the current amount withheld in your account? If you requested a withdrawal of 2000€, are you also going to request another withdrawal for the rest of the balance?

Please let me know so that I can keep this complaint opened and looking forward to your reply!

Best regards,

Endri

Withdraw limit is 2000e, now i have done second withdraw request for 2000e (4000e total)

Dear SpinGrande Casino,

Thank you very much for processing the first player's withdrawal.

The player has requested another withdrawal at the same amount of 2000€. Could you please verify this withdrawal and approve it so we can move forward to the resolution of this thread. I will keep the complaint opened until the full amount is withdrawn.

I have done the requested 10000e wagering already

Dear CasinoGuru Team,

Regarding the player’s latest complaint concerning their second withdrawal request, we would like to clarify that the current situation is related to a specific requirement stated in our Terms & Conditions.

Our T&Cs clearly state:

"Players must wager at least 30% of their balance accumulated in the last 7 days for withdrawals to be processed. If these conditions are not met for 4+ consecutive weeks, SpinGrande reserves the right to close the account."

Therefore, before the player can proceed with a second withdrawal, the applicable wagering requirement must first be fulfilled. Once this condition is met, the withdrawal can be processed accordingly.

We would also like to reiterate a request we previously made regarding this case. We would appreciate the opportunity to speak directly with a representative of CasinoGuru so that we can properly explain the circumstances and reasons behind the original stop and review of the player’s first withdrawal request.

There is additional context behind the original decision which we believe is important for CasinoGuru to understand when assessing the case as a whole. We remain fully available to provide the necessary information and discuss the matter transparently with your team.

Thank you for your cooperation.

Best regards,

Casino Management Team

After the first installment (€2000 withdrawal), the casino figured out in the middle of everything that 30% needs to be wagered within the last 7 days, even though I had already withdrawn the money many months ago without their delay.

Furthermore, the question arises why this did not apply to the first batch? It is clearly visible that the casino is still trying to make it difficult to withdraw the money I won.

Dear Customer,

The reason it did not affect the first €2,000 withdrawal is straightforward: at the time the first withdrawal request was submitted, the applicable wagering requirement had already been satisfied. Therefore, there was no reason to apply any additional wagering condition to that withdrawal.

For the subsequent withdrawal request, the condition applies based on your current balance and wagering activity. As stated in our Terms & Conditions, at least 30% of the applicable balance must be wagered before the withdrawal can be processed.

Once this requirement is fulfilled, you will be able to proceed with your withdrawal accordingly.

Thank you for your understanding.

Best regards,

Casino Management Team

900e wagering done, 2000e withdrawal requested

Dear SpinGrande Casino,

The player has wagered 900€ and has requested another withdrawal at the same amount of 2000€. Could you please verify this withdrawal and approve it so we can move forward to the resolution of this thread. I will keep the complaint opened until the full amount is withdrawn.

I would also like to ask how much he needs to wager in order to request a withdrawal for the rest of his new balance?

Looking forward to your reply!

Dear CasinoGuru Team,

We can confirm that the player’s €2,000 withdrawal will be paid by today.

Regarding your question about the next withdrawal, the player will need to wager a total of €199.95 before submitting the next withdrawal request. Once this wagering requirement has been completed, the player may proceed with the request.

We would also like to take this opportunity to reiterate an important point that we have raised several times during this complaint.

On multiple occasions, we have specifically requested the possibility of speaking directly and privately with a CasinoGuru representative in order to explain the circumstances and reasons behind the initial delay of the first withdrawal.

So far, unfortunately, nobody from CasinoGuru has contacted us regarding this request. We believe this conversation is important, as there is relevant information behind the original decision that we would prefer to share privately rather than disclose in a public complaint thread.

We remain fully available and would appreciate it if a member of your team could contact us directly so that we can provide the complete context.

Thank you for your cooperation.

Best regards,

Casino Management Team