SpinGreen Casino - Withdrawal of player's winnings has been delayed.

I won €1,500 at SpinGreen Casino on September 12. They paid me €300 and requested further verification for the remaining €1,200. After several days, they confirmed that my account was verified and that I could withdraw the remaining €1,200 (withdrawal on September 18). After several days, having not received the money, I contacted the chat and they told me that due to problems with the payment provider, they had to pay me the money in three installments of €400. I received €400 on the same day, September 25. I'm still waiting for the remaining €800. Nothing arrives. I write dozens of emails, no response! Different responses in the chat: either that they don't handle withdrawals, or that it was paid on September 25 and I have to wait 5 days (which have passed anyway!), or that perhaps there are still problems with the payment provider. A different response every day! Meanwhile, I've been waiting since September 12 for my money, and they haven't even paid me half! AVOID THIS MESS. I TRIED TO BE BRIEF, BUT BELIEVE ME, THESE 3 WEEKS HAVE BEEN JUST NERVES, STRESS, AND WASTED TIME. The chat waits are infernal... he NEVER responds via email!

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

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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.

Hi, just yesterday I received another €400. I think my review here + the discussion on the forum contributed to this payment, which from my gaming account history shows as paid yesterday and also came in yesterday... now the FINAL €400 are missing... it seems they make one a week... I'll keep you updated, I hope they pay me these soon too! Although it's still strange that they split a withdrawal into installments as they please... and then you have to wait about a week for each one. Thanks so much!

HI,

I'll update you on my situation with Spingreen...

As I was saying, I received the second installment of my withdrawal last Wednesday and I'm waiting for the last payment of €400, nothing yet and they don't respond to either email or chat, I've been waiting for up to 45 minutes!

I don't think they intend to pay for it all.

Thank you

Dear player, when did you request the outstanding withdrawal that has not been paid yet?

The withdrawal of €1200 was requested on September 18 (obviously after they verified my account and confirmed I could withdraw it all). On September 25, they said they had to pay me in three installments of €400 due to issues with the provider. I received the first installment the same day, and then the second installment on October 1. They still owe me €400, the final installment! They finally responded to my chat today, after I'd written to them dozens of times, telling me they had no information on this... I don't know what to do.

PS Here you can see that on September 18th I made a withdrawal of €1200, and they paid me €400 on September 25th. Then you see 3 withdrawal attempts of €800, and then on October 1st the other part of €400. ALL MOVEMENTS are made by them, except the first one on September 18th! It's all strange! They didn't reverse them and then withdraw them in parts... no, I haven't touched them since September 18th...

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear julie8888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika