The player from Germany had three pending withdrawal requests of €500 each at Spinrollz, submitted on various dates in August 2025, but the status had not changed in three weeks. He consistently received generic responses from support, indicating that the issue was escalated but with no resolution. The Complaints Team intervened, and after reviewing the provided documentation and communication, the issue was resolved satisfactorily, leading the player to mark the complaint as resolved.
Spinrollz Casino - Player's withdrawal requests are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, I have three pending withdrawal requests for €500 each at the online casino Spinrollz. I submitted the first withdrawal on August 5, 2025, the second on August 6, 2025, and the third on August 12, 2025. Since then, the status of my requests hasn't changed. Support always gives me what sometimes seem like the same, pre-written responses: they're sorry, that there's nothing to worry about, that it will be forwarded to the finance department with the highest priority, and that I should be patient. I've been getting this response every day in live chat for the past two weeks.
Automatic translation:
Public
Public
8 months ago
Dear player,
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 share a 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?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
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.
Sensitive attachment
Sensitive attachment
8 months ago
TranslationHello, here are the requested screenshots of the 3 withdrawal requests.
According to the information on my profile, verification is not necessary for my account.
I have also made several withdrawals using the same payment method.
The winnings were credited with a bonus. The bonus was a 100% deposit bonus. I deposited €60 and received a €60 bonus. The wagering requirements were 20x deposit + bonus. So, €2,400, which I also wagered before my first withdrawal request.
Kind regards
Automatic translation:
Public
Public
8 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
Public
Public
8 months ago
TranslationI just received a chat transcript from today. I forwarded your email.
Kind regards
Automatic translation:
Public
Public
8 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@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.
Public
Public
8 months ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Spinrollz Casino representative to join this conversation.
Dear Spinrollz Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Public
Public
8 months ago
Dear player,
We kindly inform you that we have forwarded your request with urgency to our payments team and please rest assured that your withdrawals will be completed as soon as possible. We will have updates very soon regarding the completion of your withdrawals.
Thank you so much for your patience and understanding!
Kind regards,
Spinrollz casino team
Public
Public
8 months ago
TranslationThese are roughly the same statements I've been getting from support for weeks. I can't count on two hands how many times my issue has been escalated to the payments team.
Automatic translation:
Public
Public
8 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 lordnero,
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,
Barbora
