Spinorhino Casino - Player believes that their withdrawal has been delayed.

I am currently experiencing serious issues with withdrawals from Spinorhino.

My withdrawal of €9575 has been delayed without any clear explanation. I only receive standard responses such as "internal processing" and "high priority," but no specific information, no timeline, and no transparency.

All requested verification steps have been completed, yet the payout is still not processed.

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Dear Sony2025,

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 have contacted support multiple times, but I only receive generic copy-paste responses such as "our relevant department is working on it" without any specific information. 

I explicitly asked: 

- whether my withdrawal has been approved 

- what the exact status is 

- and for a clear timeframe 

However, I did not receive any concrete answers. 

This lack of transparency and repeated automated responses are very concerning, especially given the amount involved. 

I am requesting: 

1. Confirmation that my withdrawal is approved 

2. A clear status update 

3. A specific processing timeframe 

I am fully verified and have complied with all requirements. 

I kindly ask Casino Guru to assist in resolving this issue.

Still no Process. Only Copy and Paste answers that they need more time. No Bonus was used, Verifikation confirmed. Is there anything that I can do?

Update - Email nach 10 Tagen

Ihre Auszahlungsanforderung über 5000 EUR wurde storniert. (Part 1 von 9575 wegen auszahlungslimit)

Bitte kontaktieren Sie unser Support-Team, um weitere Informationen zu erhalten.

Mit freundlichen Grüßen,

SpinoRhino-Team

Laut Chat: die Gewinne werden vom Spielanbieter überprüft. Wir werden dich sofort informieren, sobald die Antwort eingegangen ist.

Bedeutet die Info kam nach 10 Tagen. Die Auszahlung wurde ohne Grund storniert. Ich habe keinerlei Vertrauen mehr und vermute sehr, dass dies ein SCAM Casino ist und alle Verzögerungen genutzt werden. Alleine bei der Identifizierung wurden erst nach und nach Dokumente gefordert und nicht alles auf einmal. Ich hatte noch nie solche Probleme!

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

Dear Sony2025,

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,

Karla