SPINIMAX Casino - Player claims that payment has been delayed.

I received a text message and took the bait. I registered and after several deposits, I won. Since they advertised fast withdrawals, I made my first one via Fast Transfer for 2000. They rejected it for verification.

I started the verification process and requested the withdrawal again, and after a while I received an email saying I had to send a photo of myself holding my ID. I sent it, and since then no one answers my emails (they receive them but don't reply).

I have a pending withdrawal of €2000 from June 19th and no one is saying anything. And I can't withdraw the other balance without first canceling the other withdrawal because then the withdrawal period starts all over again.

I asked in the chat and they didn't say anything, and they didn't answer my email either.

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Dear mariasm,

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 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

I've already completed the verification. I understand it might take some time, but what I don't understand is why they advertise a fast transfer and it's not true. I also don't understand why they ask for a document by email and don't answer my questions.

I also don't understand why I have to wait for the first withdrawal to be completed in order to withdraw the rest of the balance, because both withdrawals can't be processed at the same time?

The withdrawal policy is nowhere to be found. And no one answers. Isn't advertising quick withdrawals and then not responding or processing them misleading?

Dear mariasm,

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.

I haven't received it. And then the withdrawal disappeared from the app. I spent the rest of the balance.

But the withdrawal in 2000 disappeared, nobody answered anything and they never replied to my emails.

Dear mariasm, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I was unable to make any withdrawals.

I understand that I passed the verification because they asked me for a photo with my ID, but they have never replied to my emails.

ear mariasm,

Thank you very much for your reply.

Could you please answer the remaining questions from my previous message, as they are important for me to fully understand your case?

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?

Additionally, could you please resend your communication with the casino regarding your withdrawal? Unfortunately, I was unable to locate any emails or documents in my inbox. You can resend them to karla.m@casino.guru or attach the screenshots directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

1. without bonus
2. casino games

Dear mariasm,

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,unya,( munya.s@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,

Karla Mayfly

Dear mariasm

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from SPINIMAX Casino to join this discussion and provide their comments regarding the matter.

Dear SPINIMAX Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.