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 casino to reply
0d 1h 32m 2s
SpinGreen Casino
Safety Index 6.1 Below averageCase summary
Discussion
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3 weeks 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
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3 weeks ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks 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
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2 weeks ago
Dear Benjo1987,
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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2 weeks ago
TranslationHello, I already replied by email. My account is fully verified, and the money was won without a bonus.
I've also received a payout from that casino before!
Did you receive the correspondence via email?
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1 week ago
Thank you for your reply and for confirming that your account is fully verified and that the winnings were obtained without a bonus.
Yes, we received your email. Going forward, for the complaint process, please answer the questions directly in the complaint thread. This allows us to keep all relevant information in one place, making it much easier to assess the case and avoid overlooking important details.
Our email is primarily intended for sharing supporting evidence that contains personal information, such as communication with the casino or documents and screenshots that should not be posted publicly.
Please also note that if you reply only by email and do not update the complaint thread, the system will continue to show that no response has been received from you, and the complaint timer will continue to run accordingly.
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1 week ago
After providing the necessary information, your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@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,
Jean
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1 week ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite SpinGreen Casino representative to join this conversation.
Dear SpinGreen Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
