The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After several communications, it was noted that he had received €500, but subsequent withdrawals were delayed, leading to concerns about the processing time. Despite our efforts to gather more information from him, he did not respond to our inquiries. Therefore, the complaint was rejected due to a lack of further communication.
Spinrollz Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €25,500
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
Ladies and Gentlemen
I won a large sum at Spinrolzz. I've been waiting for my payout to be processed since May 3, 2025. I've contacted support several times and am always put off. It's outrageous that this is possible these days. I'm asking for help.
Automatic translation:
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10 months ago
Dear Anda84,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
Dear Anda84,
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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10 months ago
TranslationLadies and Gentlemen
Thank you very much. I'm doing well, and I hope you are too. I received a payout of €500. The others are still being processed. Unfortunately, you can only withdraw €500 per day. If each withdrawal takes this long, and the monthly limit is €7,500, it will be 2026 before it's fully paid out. Can you please help me? Unfortunately, support always sends the same standard messages. Thank you very much.
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10 months ago
Dear Anda84, could you please let me know how much you have received so far in total?
Also, could you confirm the exact dates when you requested the pending withdrawals, and how much each of them is for?
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9 months ago
TranslationDear Casino Guru Team,
I received €500 on May 14, 2025, after repeated inquiries. The subsequent payments from May 10, 14, and 17 are simply not being processed. You can only request three payments: €500 per day. Given the amount and processing time, I'll get my money in 2026. I get the same answer every time, and I'm put off. I'm really asking for your help.
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9 months ago
Dear Anda84, could you please let me know if you have received any of the pending withdrawals yet? If yes, when exactly?
Also, have you made any new withdrawal requests since then?
