Spinrollz Casino - Player's withdrawal is significantly delayed.

Bonjour ,

Je suis très patient sur les retraits pour les casinos en ligne mais ça la ça fait beaucoup . Le 6 août 2025 j’ai gagné 15000€ sur ce casino . J’ai donc fait une demande de retrait le 6/7et 8 août de 500€ qui sont les limites maximum . Le casino n’a payé c’est retraits que le 3 septembre soit 1 mois !! Donc j’ai refait trois demandes juste après le 9/10 et 11 septembre. Je n’ai toujours rien reçu . Quand je demande au live support c’est à chaque fois la même excuse ils sont débordés lol laisse moi en douter. Et ce qui m’énerve le plus c’est que par contre ça ne les dernage pas de m’envoyer 4 mails différents de personnes différentes en 24h pour me dire de rejouer mes gains et que si je perd j’aurais le droit à un cashback . Évidemment quand je leur répond que si il le validerait mes retraits plus vite peut-être que je rejouerais chez eux . Bah la plus de réponse . Bref je ne sais plus quoi faire . Plus de deux mois pour recevoir 10% de mon retrait . Ça veut dire qu’il va me falloir plus d’une année pour te retirer mon dieux .. Malheureusement je ne peux pas envoyer toutes les captures d’écran des mails qu’ils m’ont envoyer pour me dire de rejouer mes gains . Merci de m’aidez je ne sais plus quoi faire ..

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Dear FiLouYe, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinrollz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated 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, 

Katarina

Hello, thank you for your reply,

As it was two months ago and I play a lot I don't know if I had a deposit with a deposit bonus but it doesn't seem to me. Yes, the kyc is done. And my withdrawals are pending there has been no progress since the withdrawal request 1 month ago.

Dear FiLouYe,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello ,

i’ts send 🙂

Dear FiLouYe,

thank you for your reply and email.

However the screenshots you so kindly provided have arrived very blurry and unreadable. Could you please resend them in a better format? Alternatively, you can forward the emails.

Looking forward to your reply,

Katarina

Hello Katarina ,

It’s send with best qualité I have 🙂

Thank you very much, FiLouYe, for your cooperation. I will now transfer your complaint to my colleague Karla ([email protected]) 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 FiLouYe,

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 transaction? 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 FiLouYe ,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding while we finalize this process. We truly appreciate your cooperation.

Kind regards

Spinrollz Casino

Dear Spinrollz Casino,

Thank you very much for looking into this matter and for your update.

I appreciate your cooperation and kindly ask you to keep me informed once there is any further progress or confirmation regarding the player’s pending withdrawals.

Dear FiLouYe,

Thank you for your continued patience and cooperation during this process.

I’ll make sure to follow up on the situation closely and keep you informed as soon as there are any new developments.

Best regards,

Karla

Dear FiLouYe,

We hope you are well.

As part of our standard verification process, we kindly ask you to provide the following documents to verify your Apple Pay account and recent transactions:

1:Proof of ownership of the Apple Pay account used for your deposits.

2:Transaction history for the payment method used to deposit via Apple Pay, covering the period 15.07 – 15.08.

3:Selfie ID (AOS): A selfie photo of yourself holding your ID document, with our website visible in the background.

Please ensure that all details in the documents are clearly visible to avoid any delays in the review process.

Thank you for your cooperation and understanding. If you have any questions or need assistance, please don’t hesitate to contact us.

Kind regards,

Spinrollz Casino

Hello Spinrollz,

I sent you two bank statements from 7/07 to 7/08 as well as my statement from 7/08 to 7/09 you refused. While the play call transaction appears on it. I don't see how I can do better in proof of transaction. There is the name of the bank my name first name my address and the transaction.

Dear FiLouYe,

Thank you very much for your update and clarification.

To ensure full transparency and allow us to review the verification request properly, could you please forward to me the same verification documents that you have already sent to Spinrollz Casino?

Please send them directly to [email protected], and once the email has been sent, kindly confirm it here in this thread.

This will help us verify the situation accurately and continue the case in a fair and transparent manner.

Thank you very much for your cooperation.

Best regards,

Karla

Hello Karla,

I sent you everything by email. 🙂

Thank you for your help

Dear FiLouYe,

Thank you very much for sending your documents — I confirm that I have received your email and reviewed the attached files.

I can see that the transaction history you provided looks fine and matches the request from the casino.

However, could you please confirm whether you also included the selfie photo holding your ID document with the Spinrollz Casino website visible in the background, as the casino specifically requested this part of the verification?

At the moment, I don’t see that particular attachment among the files received.

Once you confirm or resend the selfie photo, I’ll proceed with the review and forward everything to the casino accordingly.

Thank you very much for your cooperation and quick assistance.

Dear Spinrollz Casino,

Thank you for your previous cooperation in this case.

I would like to kindly ask if you have already started the verification process for the player’s documents submitted in connection with the Apple Pay verification request.

Could you also please confirm whether the documents received are complete and meet your verification standards, or if there is still anything missing from the player’s side?

Your confirmation will help us ensure that the verification proceeds smoothly and without unnecessary delays.

Thank you very much for your time and assistance.

Best regards,

Karla

Good morning,

Thank you very much for your help.

I didn't attach the verification with selfie because I only sent it to them yesterday. So I'm waiting to see if he validates this document or not before sending it to you. 🙂

Dear Filouye,

Thank you for your patience.

We are pleased to inform you that, after reviewing your case with the relevant department, it has been determined that you are required to provide proof of ownership of your Apple Pay account, along with the transaction history for the same account covering the period from 15 July to 15 August.

Please ensure the transaction history includes all transactions, particularly the deposits made to us.

Thank you for your cooperation.

Kind regards,

Spinrollz Casino team.

Good morning,

I sent you my bank statements. I sent the same to casino guru who told me that the transaction appeared. So I don't understand the refusals of this document. For Apple Pay can you tell me precisely which document you want to have. Because I don't understand how we can prove an Apple Pay.

Dear Spinrollz Casino Team,

Thank you very much for your continued cooperation and clarification.

I would like to kindly point out that the player has already provided two official bank statements from Crédit Agricole Centre-Est, covering the period from 7 July to 7 September 2025.

These documents clearly show the player’s full name, address, account details, and transaction history.

Could you please confirm whether these statements meet your verification requirements, or specify exactly what additional proof of Apple Pay ownership you still require?

Additionally, would a screenshot from the Apple Wallet, clearly showing the linked card and relevant transactions, be considered satisfactory for verification purposes, or do you require any further specific documentation?

This clarification would help ensure the process is completed smoothly and without unnecessary delays.

Thank you in advance for your assistance and understanding.

Best regards,

Karla

Dear Filouye,

Thank you for your response.

Please note that the transaction history you provided does not show all deposits made from Apple Pay to your casino account for the requested timeframe. To help us complete our review, kindly provide the following:

1:Apple Pay Proof of Ownership:

Please send screenshots from your Apple Pay app showing the card or payment method used for your deposits.

2:Selfie ID (AOS Verification):

Please provide a photo of yourself holding your ID document, with our website visible in the background.

Once we receive these documents, we will forward them to the relevant department for further verification.

Thank you for your cooperation and understanding.

Best regards,

Spinrollz Casino team.

Hello Spinrollz as Guru says I sent the statements on the requested dates where we can clearly see the Apple Pay transaction on the statement. You say "Apple Pay transactions" however there is only one deposit in Apple Pay. The two previous deposits were in cryptocurrency. So there is only one deposit in Apple Pay and not several.

As for the selfies I have already done it and you have already validated it. Regarding Apple Pay you tell me to go to the Apple Pay application except that there is none. On IOS there is only the wallet and I can't screen the wallet because Apple automatically blurs the information.

Dear Spinrollz Casino Team,

Thank you very much for your continued cooperation and for taking the time to review the player’s submitted documents.

I would like to kindly ask for clarification regarding the Apple Pay proof of ownership.

Would you be able to accept a screenshot from the Apple Wallet, even if some sensitive payment details are automatically blurred by the system, as this is a default Apple privacy setting that cannot be adjusted by the user?

Confirming this would help us and the player ensure that all documentation meets your verification standards and that the process can be finalized without unnecessary delays.

Dear FiLouYe,

Thank you very much for your patience and continued cooperation throughout this verification process.

I understand this situation has taken some time, but I kindly ask you to remain patient a little longer while the casino reviews your documents.

I hope everything will be processed promptly and finalized soon.

Best regards,

Karla

Hello Karla,

Thank you for your assistance. I'm still waiting for a response from spinrollz because I tried to send new documents for Apple Pay and the requested bank statement. I sent Friday, November 7, still waiting for the casino to look at them. While it is written that it takes a maximum of 24 hours for him to look and usually he respects this deadline.

Dear all,

We have received your Apple Pay ownership confirmation and transaction history — thank you for providing those details.

To complete the verification process, we kindly ask you to also provide proof of ownership for the cryptocurrency account used to make your deposit, along with proof of the transaction itself.

Acceptable documentation may include:

1:Screenshots of your crypto wallet showing the email address or any other identifying information linked to your account.

2:A screenshot or confirmation of the specific deposit made to our platform.

3:Please ensure that all submitted documents clearly display the relevant details.

Thank you for your cooperation and prompt response.

Kind regards,

Spinrollz Casino.

Hello, no but seriously how far are you going?? It's big nonsense. Do you also want my health insurance card? I will send you everything there is no problem I would not let go. What annoys me is that you ask me for all these documents once you realized that I would not replay my winnings on your casino. It's really abusive of you. You ask me for a deposit that dates from July and is not the deposit at the base of this withdrawal. A win won in July I still haven't seen the color it proves how serious you are.

Thank you very much for your message and for keeping us updated.

I completely understand how exhausting and frustrating this long verification process must feel, especially considering that you have already been waiting for several months and have repeatedly provided the requested documents. Your patience so far is truly appreciated.

To help us keep the process as transparent and fair as possible, I kindly ask you to send me all documents that you submit to the casino, including the newly requested cryptocurrency proof.

You can forward them directly to [email protected].

Once the email is sent, please let me know here in the thread.

This will allow me to review each file personally and ensure that everything is correct, complete, and in line with the casino’s verification requirements. It also helps us better understand whether any further requests from the casino are reasonable or if additional clarification is needed from their side.

I know this situation has already taken much longer than it should, but I kindly encourage you to provide the remaining documents they requested, as this is currently the only way to keep the process moving forward.

Best regards,

Karla

Hello, it's sent,

Spinrollz refused me proof that the KuCoin account belonged to me. However on KuCoin there is no personal information. I may show them the transactions as well as the nickname on my spinrollz account and KuCoin is the same but this is not enough to show them that the account belongs to me. I don't know what to do anymore really I'm tired of this casino of thugs and thieves who make their players wait. What interest? I would like to know if they have regular customers 🤣🤣. In short, thank you guru for your help even if I wait for it after 5 months.

Dear Filouye ,

Thank you for contacting us.

The crypto proof of ownership must include information that we can match with your account details in order to verify that the wallet belongs to you.

Kind regards,

Spinrollz Casino Team.

Hello Guru,

Can you tell me how I can prove that my KuCoin account is mine? Because despite the fact that I prove to them that the transactions come from my account and that the nickname corresponds well with that of the casino, this is not enough. Knowing that on KuCoin he has no personal information so I don't see how I can prove without that.

Thank you very much for your continued cooperation.

I would like to kindly clarify one important point regarding the proof of ownership for the player’s KuCoin account.

Please note that KuCoin does not display or provide any personal identity information (such as full name, address, or ID details) within its wallet interface, transaction history, or withdrawal/deposit sections. This is a standard characteristic of the KuCoin platform and not something the player can modify.

Because of this, it is technically impossible for the player to obtain any KuCoin document that includes personal details which can be matched directly to his casino account.

The only types of documentation KuCoin makes available to its users are:

• the KuCoin UID and account nickname,
• wallet address used for the deposit,
• screenshots of the KuCoin "Deposit & Withdraw History,"
• the exact deposit transaction visible on the blockchain explorer.

In light of KuCoin’s platform limitations, could you please clarify what alternative form of proof of ownership would be acceptable for your verification department, given that KuCoin cannot provide personal-data-based documentation?

This clarification would help us guide the player properly and ensure that the verification can be completed without further delays.

Thank you very much for your cooperation.

Dear all,

Thank you for your patience .

We have been informed by the relevant department that the cryptocurrency ownership has been accepted. To proceed further, we kindly ask that you upload a valid proof of address and log in without using a VPN.

Thank you for cooperation.

Kind regards ,

Spinrollz Casino.

Good morning,

I have already sent you a proof of address in summer environments.

I'll send it back to you but it's too abusive seriously.

Dear FiLouYe,

Thank you very much for sending the documents again — I truly appreciate your patience and cooperation throughout this lengthy process.

Please keep me informed once the new proof of address is submitted, so that I can continue monitoring the situation closely.

Dear Spinrollz Casino Team,

Thank you for your update.

I acknowledge the latest request regarding the proof of address, and I kindly ask you to review the player’s newly submitted documents as soon as possible.

I will be waiting for your next update once the verification has been checked and processed.

Thank you in advance for your cooperation.

Dear all,

Thank you for your patience.

We would like to inform you that the relevant department has confirmed that the POA has been accepted.

Please log in without using a VPN or any IP-masking tools, and notify us at the same time through the customer support chat.

Kind regards,

Spinrollz Tea.

Hello,

Here I connected without vpn to your casino and I contacted the chat.

Karla if ever the casino does not move forward and still asks me to do something can you help me so that I bring a lawsuit or against the casino license? After a while I want to be patient but it's been 5 months. I will send them all the transcript of this complaint as proof to show that this casino is a bad payer.

Dear Spinrollz Casino Team,

Thank you for your most recent update.

As the player has now confirmed that:

• the requested proof of address has been submitted and accepted,
• he has logged in without a VPN exactly as instructed,
• and he has already contacted your support team as requested,

I would kindly like to ask you to clarify the next step in your procedure.

Could you please confirm:

1. What remains to be completed on your side, if anything; and
2. When the player’s pending withdrawals will be processed, considering that the verification steps requested so far have now been fulfilled?

Given that the player has been waiting for several months, a clear timeline for the payout is essential for ensuring transparency and helping us move this case forward fairly.

We kindly ask for your prompt reaction.

Thank you in advance for your cooperation.

Dear Filouye,

Thank you for your patience.

We would like to inform you that the relevant department inform us that your account is verified .

Thank you for cooperation.

Kind regards ,

Spinrollz Casino.

Hello FiLouYe,

Thank you very much for your update.

Since the casino has now confirmed that your account verification has finally been completed, the next and most important step is the processing of your pending withdrawals.

Could you please keep me informed as soon as you receive your payout, or if you receive any additional update from the casino regarding the withdrawal status?

Your confirmation will help me continue monitoring your case closely until the full amount has been successfully paid.

Thank you again for your cooperation, and I truly hope the payout will now be processed without any further delays.

Hello, since the message from the casino I received €2500. And for now I have three withdrawal requests pending for 7 days that are still not processed.

Dear FiLouYe,

Thank you very much for keeping me updated throughout this case and for informing me about the €2,500 payment you have received.

I appreciate your continued cooperation and patience during this process. I kindly ask you to please keep me informed of any further updates — especially once the remaining pending withdrawals are processed or if you receive any new communication from the casino.

Hello, I still received €2500 more since my last message. Spinrollz finally decided to pay and I didn't think I'd say it one day but I thanked him anyway because he pays in 24/48 hours but ask for a daily withdrawal of €500

Thank you again guru without you I don't know if I would have ever received my winnings.

Dear FiLouYe,

Thank you very much for the update — I’m really glad to hear that the payments are now being processed and that you have received additional €2,500 since your last message.

I truly appreciate you keeping me informed, and I’m happy I could assist you throughout this case. Please continue to keep me updated on the remaining withdrawals, especially if there are any further delays or changes to the daily limits.

I’ll remain here and monitor the situation with you until the full amount has been successfully paid out.

Dear all,

Thank you for your cooperation.

We are pleased to inform you that your withdrawals requests has been successfully completed.

Thank you for your patience and understanding.

Kind Regards,

Spinrollz Casino.

Good morning,

I have more than €3500 left to withdraw!! 6 months for that ahaha thank you again guru I'm waiting for the last withdrawal to close the complaint 😉

Dear FiLouYe,

Thank you very much for the update.

I’m glad to hear that the withdrawals are nearing completion. At this stage, we will wait for the final remaining payment to be processed.

Please keep me informed once the last amount has been successfully withdrawn, so we can proceed with closing the complaint accordingly.

Thank you again for your patience and cooperation throughout this case.

Hello everyone after 7 months of battles I received all my payments today! Thank you guru!

Dear FiLouYe,

We're happy to hear that your 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