Spinrollz Casino - Player's withdrawal request is delayed.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the most recent winnings you have been trying to withdraw?
• Have you used the same payment method for depositing or withdrawing at this casino before?
• Did you accumulate your winnings with or without a bonus?
• When was the last time you submitted any identity documents to this casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Thank you for your reply.

I will answer your questions as best as I can.

+Did you accumulate your winnings with or without a bonus?

- I did receive a deposit bonus, and that was fully wagered according to their rules. After wagering, the maximum 10x bonus funds was converted to money. And I did accomulate more earnings after completing the wagering too.

+What types of games did you play to accumulate the most recent winnings you have been trying to withdraw?

- When I had a bonus active, I played only slots 100%. After the bonus was fully wagered and bonus money converted from bonus to real money, I play more, but also some sports and live table games too (but never when having the bonus active).

+Have you used the same payment method for depositing or withdrawing at this casino before?

-I have used same deposit method as before.

For withdrawas, I have two pending. One of the withdraws that are pending was for the same method I used before. The other withdraw was to a different method.

+When was the last time you submitted any identity documents to this casino for verification?

Can't precise a date but it was less then a year ago.

Thank you for your reply. To proceed with the investigation, please forward me the most recent communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru. I appreciate your patience and cooperation.

Hello,

I have just sent you email with the information you requested.

Thank you,

Carlos R.

Dear carlosmnr

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello carlosmnr,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinrollz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

Hello,

Both the withdraw requests pending were processed today.

Thank you so much for your assistance casino Guru and to SpinrollZ for processing it even with delay. I will close this complain.

Best regards,

Carlos Rodrigues

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear carlosmnr,

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,

Ayberk