The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player experienced multiple withdrawal reversals, with unclear reasons provided by the casino and payment providers. We requested additional information about the player’s verification status, previous withdrawals, and communication with the casino to better understand the issue. The complaint was then marked as resolved after the player confirmed the issue had been addressed.
Spinrollz Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
An absolute catastrophe!
I requested a withdrawal of €500 from Spinrollz Casino on March 26, 2026. According to the information provided, the withdrawal should be processed within approximately 3 days.
Instead, the payment has remained "under review" ever since, without any comprehensible reason.
I have fulfilled all verification requirements and have not used any bonus. Therefore, there is no legitimate reason for this delay.
The support team only responds with standardized answers and provides no concrete information. This seems like a deliberate delay in payouts.
Deposits are processed instantly, but withdrawals are apparently delayed – a very problematic behavior.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear steffen1974,
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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2 weeks ago
Dear steffen1974,
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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1 week ago
TranslationThe problem persists. Additionally, the withdrawal has been reversed twice. According to Spinrollz, the first withdrawal was canceled by Skrill, which my research indicates is untrue. The second reversal offered no explanation, only a suggestion to try a different provider. I'm now trying my bank, so this is my third attempt. What should I do next? I'm starting to lose patience.
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1 week ago
Dear steffen1974, thank you for your response. 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?
- 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
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear steffen1974,
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,
Karla
