The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Her money hadn’t been received yet. We explained that withdrawals could take up to 14 days and might be delayed by KYC or processing volume, and asked her to wait and cooperate with the casino. After she reported a new €320 withdrawal and claimed the casino was misrepresenting bank cancellations, we requested an update once the recommended time frame had passed. As she did not respond to our follow-up messages and reminders, we were unable to continue the investigation and the complaint was closed for now.
Spinrollz Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €320
Spinrollz Casino
Safety Index 4.9 LowCase summary
Discussion
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1 month ago
Translation
Hello, I am filing this complaint because Spinrollz Casino is systematically delaying my withdrawals and is not adhering to the stated processing time of 3 to 5 business days. My account is fully verified, and I have received withdrawals in the past. I am currently waiting for two withdrawals to my bank account: one for €200 (requested on Monday, July 29th) and one for €120 (requested on Tuesday, July 30th). The maximum processing time of 5 business days has now officially passed for both withdrawals, and no processing has taken place. The requests remain stuck at the first stage. The live chat gives me the same standard phrases every day, claiming that the finance department is overloaded and working on it. Since my bank supports real-time transfers, the delay is solely the casino's fault. I request your assistance in ensuring that both amounts are released immediately.
Update on August 6th at 11:10 AM: My money was cancelled without reason.
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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
Dear Kassandra2599,
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
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1 month ago
TranslationUpdate
I have just requested a single new withdrawal of the full €320, after the casino cancelled my previous requests. Please ask the casino to approve this new request immediately, as it has always worked before and I am fully verified.
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1 month ago
TranslationAnother update
The casino claims in the live chat that my bank has canceled the withdrawals. I just spoke with my bank personally: there were no cancellations or rejected transactions on their end. The casino demonstrably never authorized the funds. This is a deliberate misrepresentation by customer support to justify the artificial delay. I have now requested a new withdrawal for the full €320 and urge the Casino Guru team to expose this fraud.
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1 month ago
Dear Kassandra2599,
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.
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3 weeks ago
Dear Kassandra2599,
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,
Jean
Casino.Guru
