Spinrollz Casino - Player's winnings are delayed due to withdrawal issues.

Dear player, 

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 for your money to appear 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 the 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 (on 28.08.2025), please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hallo Natalia,

besten Dank für Ihre Antwort. Heute sind es nun 14 Tage rum und meine Auszahlungsanfragen wurden immernoch nicht bearbeitet.

Ich habe mich im Live-Chat des Casinos gemeldet und das war die Antwort, die ich schon mehrmals gehört habe:

Wenn jede Auszahlungsanfrage so lange dauert, werde ich vermutlich erst zur Weihnachten den gesamten Gewinn erhalten 🙁

Liebe Grüße

Kiamil

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share screenshots of your withdrawal requests?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello KamilGS,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Spinrollz Casino into this conversation.

Dear Spinrollz Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transactions? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear KamilGS,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Spinrollz Casino team

Thank you very much for your reply Spinrollz Casino, for taking the time to look into this case.

I appreciate your cooperation and will be patiently waiting for your update regarding KamilGS withdrawal request.

I believe that together we will be able to resolve this case smoothly.

Best regards,

Karla

Liebe Karla,

Liebes Spinnrollz Casino,

ich bedanke mich herzlich für Ihre Hilfen und die Zeit, die Sie für mich nehmen.

Sollte es ein Update bezüglich meiner Abhebungsanfragen geben, werde ich Sie umgehend informieren.

Liebe Grüße

Hallo zusammen,

alle 3 Auszahlungsanfragen wurden gerade bearbeitet und ich habe das Geld erhalten.

Ich habe jetzt eine weitere Abhebungsanfrage über 500 EUR gestellt und werde das täglich wiederholen bis der gesamte Gewinn ausgezahlt ist.

Mit der Hoffnung, dass die zukünftigen Auszahlungen schneller bearbeitet werden, bedanke ich mich recht herzlich 🙂

Sobald es Neuigkeiten gibt und weitere Auszahlungen erfolgen, werde ich Sie hier informieren.

Liebe Grüße

Hi, KamilGS ,

Thank you for your update and confirmation that the pending withdrawals from Spinrollz Casino have now been successfully processed.

For the moment, let us wait for a few more withdrawals to ensure that everything continues to run smoothly and without delays. If the upcoming requests are processed quickly as well, we will be able to close this complaint as resolved, with the conclusion that the casino is fulfilling its obligations and processing payouts in a timely manner.

Should you experience any further delays, however, please don’t hesitate to reach out again, and we will be ready to reopen the complaint and assist you.

Best regards,

Karla

Hallo Karla,

Hallo Spinrollz Casino,

ich habe soeben die dritte Auszahlungsanfrage gestellt. Derzeit befinden sich 3 x 500 EUR in Bearbeitung. Man kann maximal 3 Anfragen gleichzeitig offen haben. Damit es weitergehen kann, müssen die offenen Auszahlungsanträge durch das Casino bearbeitet werden.

Gibt es die Möglichkeit, die Verarbeitungen etwas zu beschleunigen? Oder muss ich jetzt schon wieder 3 Wochen warten?

Besten Dank und liebe Grüße

Hello KamilGS,

Thank you very much for your response and the update. I would like to highlight that we allow the casino a full two weeks to process each withdrawal request. I will therefore keep this complaint open, and if there is no progress by the end of that period, we will step in accordingly.

Let’s remain optimistic, and I hope we will receive good news regarding your withdrawals soon. Thank you in advance for your patience.

Additionally, could you please share screenshots of your pending and processed withdrawal requests here or to karla.m@casino.guru? This will help us to keep a clear record of the timeline and amounts involved in this case.

Best regards,

Karla

Dear KamilGS,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the recent withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

Spinrollz Casino Team

Liebe Karla,

Liebes Spinrollz Casino,

die 3 offenen Anträge wurden heute erfolgreich ausgezahlt. Ich danke euch recht herzlich. Ab morgen kann ich wieder täglich Auszahlungsanträge über 500 EUR stellen. Sobald ich wieder 3 offene Anträge habe, gebe ich euch hier Info.

Ich freue mich sehr, dass das so schnell und unkompliziert klappt.

Liebe Grüße

Dear KamilGS,

I’m very happy to hear that your latest withdrawals have been successfully processed and that everything went smoothly this time. Thank you for keeping me updated.

Please continue to keep track of your pending and processed withdrawal requests with screenshots, as this will help me to maintain a clear record of the progress. I’ll be waiting for your next update once new withdrawals are submitted and processed.

Dear Spinrollz Casino ,

Thank you for processing these withdrawals in a timely manner and for keeping us informed throughout the resolution process. We appreciate your cooperation and efforts in ensuring that the player receives his funds.

Best regards,

Karla

Liebe Karla,

Liebes Spinrollz Team,

Update:

Ich habe heute die dritte Auszahlungsanfrage gestellt. Aktuell befinden sich 3 Anträge über 500 EUR in Bearbeitung. Sobald die Auszahlungen erfolgen, geht es weiter.

Liebe Grüße und besten Dank im Voraus

Dear KamilGS,

Kindly be informed that your pending withdrawal requests were successfully completed on September 12th.

You can proceed by requesting new withdrawals.

Thank you for your cooperation.

Kind Regards,

Spinrollz team

Liebes Spinrollz Casino Team,

besten Dank für Eure Mühe.

Sobald ich wieder 3 Auszahlungsanträge in Bearbeitung habe, gebe ich Ihnen hier bescheid.

Liebe Grüße

Dear All,

We kindly inform you that another three withdrawal requests were successfully completed today.

Thank you for your cooperation and understanding.

Kind Regards,

Spinrollz team

Dear Spinrollz Casino,

Thank you for your update and for continuing to keep us informed. I appreciate your cooperation and effort in processing the player’s withdrawals in a timely manner.

Dear KamilGS,

As you can see above, the casino has confirmed that another three of your withdrawal requests have been successfully completed. Could you kindly confirm here in the thread once you receive the funds in your bank account? This will help us keep an accurate record and ensure that everything continues to run smoothly until your full balance is paid out.

Thank you both for your cooperation, and I look forward to your update.

Best regards,

Karla

Liebe Karla,

Liebes Spinrollz Casino,

die Auszahlungen habe ich erhalten und heute wieder die nächste Auszahlungsanfrage gestellt. Ich danke euch für Ihre Hilfe und Geduld.

Sobald ich wieder 3 Anfragen offen habe, gebe ich Rückmeldung.

Herzlichen Dank

Dear KamilGS,

Thank you very much for keeping me updated about the payouts. I appreciate your cooperation, and I will continue to follow your updates until the full balance has been successfully paid out.

Best regards,

Karla

Dear All,

We kindly inform you that another two withdrawals were requested by the player.

Thank you for your patience as we work to process withdrawal requests as quickly as possible.

Kind Regards,

Spinrollz team

Dear Spinrollz Casino,

Thank you very much for your update and for continuing to keep us informed throughout the withdrawal process. We appreciate your cooperation and the smooth ongoing of this case. I will be waiting for your next update once the newly submitted withdrawals are processed.

Dear KamilGS,

Please kindly confirm here in the thread once you have received the latest payouts in your bank account. This will help us to keep an accurate record and ensure that everything continues to progress without issues until your full balance is paid out.

Best regards,

Karla

Liebe Karla,

Liebes Spinrollz Team,

Update:

ich habe gerade die dritte Anfrage gestellt.

Jetzt warten 3 Auszahlungsanträge auf die Verarbeitung.

Sobald die Auszahlung erfolgt, geht es weiter.

Besten Dank im Voraus 🙂

Dear All,

Kindly be informed that another 2 withdrawal requests were successfully completed yesterday.

Thank you for your cooperation.

Kind Regards,

Spinrollz team

Liebe Karla,

Liebes Spinrollz Team,

Update:

aktuell befinden sich wieder 3 Auszahlungsanträge in Verarbeitung.

Sobald die Auszahlungen erfolgen, geht es weiter. Wir haben es fast geschafft 🙂

Ich danke Ihnen für die Unterstützung.

Liebe Grüße

Dear KamilGS,

Dear Spinrollz Casino,

Thank you both for keeping me updated and for your cooperation throughout this case. I appreciate the smooth process and communication from both sides, and I look forward to the next update once the current withdrawals are completed.

Best regards,

Karla

Dear all,

We would like to inform you that all the pending withdrawals have been successfully completed. Dear KamilGS, Kindly request a withdrawal for the remaining funds in your balance in order to help you and prioritize it so we can resolve the matter fully.

Thank you all for the cooperation.

Best regards,

Spinrollz Casino team

Dear KamilGS

I will be waiting for your confirmation of your current transactions and withdrawals from the Casino.

Dear Spinrollz Casino,

Thank you for keeping me updated and smoothly processing another of players withdrawals.

Best regards,

Karla

Liebe Karla,

Liebes Spinrollz Team,

ich bedanke mich recht herzlich für Ihre Hilfe und Unterstützung.

Es hat alles wunderbar geklappt und ich habe gerade die letzte Auszahlungsanfrage über 100 EUR gestellt.

Somit ist für mich der Fall erfolgreich und zufriedenstellend abgeschlossen 🙂

Vielen herzlichen Dank an Karla und an das Spinrollz Team.

Liebe Grüße

Dear KamilGS,

Dear Spinrollz Casino team,

I would like to sincerely thank both parties for their excellent cooperation and the smooth resolution process of this complaint. It’s been a pleasure to see consistent updates, transparent communication, and professional handling from both sides throughout the case.

At this point, I will be patiently waiting for the final withdrawal to be successfully completed.

Dear KamilGS, once you receive your final payment, please kindly post an official confirmation here in the thread so we can mark this complaint as successfully resolved and officially close it.

Thank you both once again for your time, cooperation, and professionalism.

Best regards,

Karla

Dear all,

I hope this message finds you well.

We are pleased to inform you that all pending withdrawal have been successfully completed.

Thank you for the patience and cooperation.

Kind Regards,

Spinrollz Casino Team

Dear KamilGS,

Thank you very much for your cooperation and for keeping us updated throughout the process.

As the casino has confirmed that all pending withdrawals have been successfully completed, may I kindly ask you to inform me once you receive your final payment in your account?

Once you confirm this, we will be able to officially mark your complaint as resolved and close the case accordingly.

Thank you once again for your time and collaboration.

Best regards,

Karla

Liebe Karla,

Liebes Spinrollz Team,

die letzte Zahlung ist auf meinem Konto eingegangen und somit aus meiner Seite der Fall gelöst.

Ich danke sowohl Karla als auch Spinrollz Team für die wunderbare Kommunikation und für die Problemlösung.

Liebe Grüße,

KamilGS

Dear KamilGS,

We're happy to hear that your withdrawals were all succesfull and issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru