The player from Germany had been waiting for two weeks for approved withdrawals made on May 18th and 19th to arrive in his account. Despite previous assurances from support, he then received no responses or updates. The player confirmed that he had successfully completed KYC verification and had made prior withdrawals without issues, including a €170 withdrawal after the pending ones. We requested additional information and communication records from the player to assist with the investigation, but due to the player's lack of response to our inquiries, the complaint was closed at that time. The player retained the option to reopen the complaint if he chose to resume communication.
Spinmama Casino - Player’s withdrawal is delayed for two weeks.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Spinmama Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, I made two withdrawals on May 18th and 19th, and these were approved by the casino on May 20th. Normally, it takes a maximum of 24 hours after approval for the withdrawal to arrive in my account, but now I've been waiting for two weeks and nothing has come through. Support kept putting me off via chat and email with final deadlines and is now not responding at all. I don't know what's going on with the withdrawals or what happens next. I hope you can help me and thank you very much in advance.
Regards, Paul Z.
Edited by a Casino Guru admin
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Am I correct in understanding that you have made successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationThanks for the reply.
Yes, I have made many withdrawals without any problems before, including a withdrawal of €170 a few days after the two withdrawals that were not processed.
The KYC verification process has been successfully carried out for a long time in the past.
I mainly played games from the provider Hacksaw Gaming, which is how I achieved my winnings.
It was not achieved with bonus funds.
Regards, Paul Z.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Hello Stupsiy,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Thank you for your response and for your patience while I was away from the office.
Did you use the same payment method for your successful €170 withdrawal as the one selected for the two withdrawals that you have not received yet?
Additionally, please forward all communication between you and the casino customer support regarding the delay in processing your payments to veronika.f@casino.guru. You can send screenshots, email conversations, or live chat transcripts.
Thank you for your cooperation.
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3 weeks ago
Dear Stupsiy,
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
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
