The player from Germany had requested a €500 withdrawal on August 14th and 15th, 2025, but it had been three weeks with no processing. He had contacted the casino's help center multiple times but continued to face delays, despite the casino actively promoting bonuses. The player had confirmed that he was verified and had not claimed any bonuses. The issue was resolved, and the player marked the complaint as resolved in the system.
Spinrollz Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Good morning
On August 14th and 15th, 2025, I requested €500 as a withdrawal each time. According to the terms and conditions, withdrawals are processed within three business days. I've spoken to the casino's help center three times now, and each time I've been told they're trying. Meanwhile, the casino itself repeatedly offered me bonuses, which I haven't claimed. I just want my money in my account, but depositing is great, but it seems they don't offer withdrawals.
Automatic translation:
Public
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
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.
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4 months ago
Translation
Hello Kristina
No, this is my first withdrawal, and I'm verified, too. I clicked the verification button and it said I was already verified and didn't need it anymore. And no, I haven't claimed any bonuses or free spins.
Edited
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4 months ago
Translation
Good morning
Here are two screenshots of the verification and the terms and conditions regarding the payout, which has still not taken place to date.
Greetings Rene 
Automatic translation:
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Foxcrew,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
