Spins America Casino - Player claims that payment has been delayed.

Hello I’m reaching out regarding a 1700 redemption from Spinsamerica, first of a few redemptions in that kept getting declined with no explanation then i reached out took days to hear back but finally did and was told that needed more docs even thought was already verified and sent them in anyways and now haven’t heard back for over a week and have emailed there support at least 20 times and nothing is happening wondering if you guys can help me I have proof of redemptions and what ever you need my account is not locked yet but scared there going to

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Dear Tjbetz44,

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

Dear Tjbetz44,

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.

Nope haven’t even gotten an email from support back yet have emailed them at least 20 times as well not looking good

any update?

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• Could you please confirm that you have passed the KYC verification? Please post a screenshot of your verification page so we can review which documents have been verified and which are still pending.
• Which payment method did you choose to withdraw your redemptions?
• You received an email from support that they are preparing a prepaid card. Have you already received it? Could you please explain the purpose of this prepaid card?

Thank you very much in advance for your reply.

Hello it’s a visa prepaid gift card because I tried 3 times with my bank and the redemption kept getting declined even though have used this bank to get redemption from all the other online casinos and they just emailed me back for the first time in weeks seems like they just giving the run around saying we haven’t received you request and is forwarding to the relevant team

Dear Tjbetz44,

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, Martin, (martin.l@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,

Jean

Hello Tjbetz44,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Tjbetz44,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin