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

My withdrawal request was accepted but never credit to my bank account, instead it was credited back on my spinrollz account after 2 days.

This due to a downgrade of the VIP level while processing the payouts (2 times).

Now, first I must wager again my requested withdrawal 1x, what I’m not finding fair at all. (Total CHF 2’200)

And the requested withdrawal counts for the monthly withdrawal limit, but I never received the money.

So, now I have to wait another month for making a request.

I have lost more than CHF 20’000.- in the past 90 days, I don’t know how I could be a Level 1 VIP.

This is not fair at all.

Dear Totta97,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

they told me that it was a problem with the payment provider for 4 times, the withdrawal got accepted and then credited back to my casinò account and I have to wager 1x again, on top of that the "fake" withdrawals counts to my withdrawal limit. I am max VIP Level.

Dear Totta97,

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 Totta97,

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,
Nick
Casino.Guru