The player from Germany faces issues with a €250 withdrawal from Spin Green casino, which was supposedly transferred over a month ago but has not arrived in his account. Despite providing documentation and receiving an ARN number from the casino, his bank confirms no transaction exists, and the casino's support team refuses to assist further, leaving him without a resolution.
SpinGreen Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
3d 12h 47m 1s
SpinGreen Casino
Safety Index 6.3 Below averageCase summary
Discussion
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5 days ago
Translation
Dear Casino Guru Team,
I am contacting you because I am at a dead end with the Spin Green casino and hope that you can help me.
This concerns a withdrawal of €250, which, according to the casino, was transferred to my debit MasterCard on May 18, 2026. This money has not arrived in my account to this day.
I have already provided all the requested documentation to casino support, including the sales statements from May and confirmation that the credit card is linked to my IBAN account. Spin Green then sent me an ARN number and claims that my bank (Sparkasse) should be able to track the money with it.
After repeated checks by the savings bank, I received written confirmation that no transaction exists in their system under this ARN. The savings bank also explained that in such a case, the sender (i.e., the casino or its payment provider) must initiate an official investigation.
Spin Green's support team is refusing to help, stubbornly insisting that their payment provider confirmed everything was completed successfully. Both sides are passing the buck, leaving me, as the customer, with no recourse.
How do you assess the situation and what else can I do? I would be very grateful for your support in clarifying this case.
Best regards
Jonas Benjamin Husemann
Automatic translation:
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3 days ago
Important notice:
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3 days ago
Dear Benjo1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions so I can understand the situation.
- Could you please confirm that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- Could you please post a screenshot of the status of your withdrawal request?
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
