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

I am filing a formal complaint against SpinoRhino Casino regarding the unfair confiscation and non-crediting of my legitimate sports betting winnings worth €200.30 (the net profit of a €300.30 total payout).

On June 21, 2026, I placed a combo bet on Deportivo Madryn vs Club Atletico Los Andes (Ticket ID: 2680542733717869470). The match finished 2-1 and my bet was settled officially as "WON" in my account history. However, the winnings were instantly intercepted by the casino in the backend and never reached my account balance. 

After extensive email contact and pushing for my rights with my VIP Manager (Jenna), the casino finally agreed to return my original €100.00 cash stake to my balance. However, they strictly refuse to pay out the remaining €200.30 profit. 

The VIP Manager claims that my bonus was manually cancelled on June 21, 2026, at 18:45 UTC, and because of this, the subsequent winning bet placed at 20:11 UTC was voided under the pretext of uncompleted wagering requirements. I strongly dispute that I manually cancelled this bonus. There is absolutely no visible record, log, timestamp, or proof of any bonus cancellation available to me as a player in my account history. 

Furthermore, when I confronted live chat support (agent Ryan) about their lack of transparency and unverified backend system claims, the agent stated they "do not follow all authorities" and abruptly terminated the chat session, refusing further assistance.

The casino refuses to provide any transparent internal logs to me to prove their claims and has unfairly voided a winning ticket post-settlement. 

What I want:

I demand that SpinoRhino credits my remaining winnings of €200.30 to my withdrawable balance. Voiding the profit of a winning ticket after it has been settled as WON is unacceptable.

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.

Dear Tiempiee,

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

Dear Tiempiee,

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.

Dear Tiempiee,

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.

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,
Karla
Casino.Guru