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

Ich habe ganz normal gespielt habe dann irgendwann über 3000 € gewonnen und habe versucht diese auszuzahlen. Am Anfang wurden meine Abhebungen zweimal storniert. Und jetzt passiert gar nichts. Ich füge gleich noch Dateien mit dazu die zeigen dass auch der Chat nur beschwichtigt und hinhält.

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Dear Xooo,

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

Jeden Tag zwei Anfragen an den Live Chat von Spinrollz. Immer wieder nur Besichtigungen, immer wieder die selben statischen Antworten.

Hallo, könnt ihr mir bitte noch einen Ratschlag geben wie ich mich verhalten soll bis jetzt sind nur 300 € ausgezahlt und auch diese sind nach nun drei Tagen nicht auf meinem Konto angekommen. 800 € sind seit über einer Woche in Bearbeitung und weit über 5000 € sind zusätzlich auf dem Konto.

Dear Xooo,

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.

Nein, ich habe keinerlei Geld erhalten. Null nix gar nix. Immer wieder nur Besichtigungen und Inhaltetechnik.

Bitte ich brauche mein Geld

Inzwischen ist mein Gewinn bei über 20.000!

Die 300 sind immer noch nicht da!!

Sie 5.2.

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

• 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

Ich wollte nicht um eine Verifizierung gebeten

Ohne Bonus und Casinospiele

Dear Xooo,

Thank you for your reply. I still need to clarify a few points:

1. Have you completed KYC verification?
2. What is the exact current status of your withdrawals? Please provide a screenshot of your withdrawal history.
3. Was the €300 marked as "completed" in your account? If yes, please share a screenshot.
4. Is there currently an active withdrawal request? If so, for how much and since when?

These details are necessary for us to properly assess the situation.

Karla