The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had intervened after the recommended time frame for withdrawal processing had passed, ensuring that the player’s issue was addressed. Following the resolution, the player confirmed that the matter had been resolved, and the complaint was marked as 'Resolved' in the system.
Spins Of Glory Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €400
Spins Of Glory Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hi,
The casino keeps canceling my withdrawal for no reason and no verification is required.
We would like to inform you that your withdrawal request was unsuccessful due to a technical error by the payment service provider.
We sincerely apologize for this.
When submitting a new withdrawal request, please follow these steps to minimize the risk of future inconveniences:
- Always use the same method for withdrawals that you used for deposits.
- Please ensure your account verification is complete.
- We recommend using our website via the Google Chrome browser.
- Note: You can also use bank transfers for withdrawals. Please enter your card details and your personal IBAN carefully, without any extra spaces between the digits. If you have any further questions, please don't hesitate to contact us via live chat.
(11:21:19) Livy
Visitor uploaded: verification-not-required.png
URL: https://peachhelpsupport.zendesk.com/attachments/token/b5B7OQNFLTCQYSMZUSAXICkc0/?name=verification-not-required.png
Type: image/png
Size: 264092
(11:22:02) Jutha
Just a moment please.
(11:22:08) Livy
I used the same method
(11:24:08) Jutha
Sorry for the long wait! We have reviewed your account, and as of now, no verification is required. This means you can deposit, withdraw, and play as usual, as verification will only begin once initiated by the relevant department.
Once verification is initiated in the future, you can upload the requested documents via the "Verification" tab in your profile and will be notified via email.
(11:24:45) Livy
yes is not the case so finally pays off
(11:27:29) Jutha
Please accept our sincere apologies for the situation. This was due to a technical error by the payment service provider.
(11:27:37) Jutha
If there is anything else I can help you with, please let me know.
(11:27:53) Livy
no that can't be you say that every time
(11:28:13) Livy
you are the mistake
(11:29:57) Jutha
I understand this may be disappointing for you. We always try our best to ensure your satisfaction with our casino and apologize for any inconvenience.
(11:30:02) Jutha
Can I help you in any way?
(11:30:03) Livy
That's how they treat VIPs at ech, well you just feel like you're being ripped off
(11:30:22) Livy
yes pays out like any reputable casino
(11:30:53) Livy
but I see that you are not
(11:31:33) Livy
Actually, I wanted to continue playing here, but you ruined that for yourself.
(11:32:04) Livy
12k deposit and you don't pay out 400€ you're really a joke
(11:33:08) Jutha
We deeply regret the frustration you've experienced. Please be assured that we are working diligently to resolve this matter and prevent it from occurring again in the future. Your satisfaction is important to us, and we appreciate your continued support.
(11:33:27) Jutha
If you have any further questions or need support, I am happy to help!
(11:33:34) Livy
let your copy paste texts
(11:33:57) Livy
yes make sure that I get my 400€ paid out
(11:34:42) Jutha
Please note that your inquiry has already been answered. Since you currently have no further questions, I'm sorry to have to close the conversation for now.
If you have any further questions, you can contact us via live chat or email. We're happy to help.
I wish you a nice day!
(11:34:44) *** Jutha left the chat ***
Edited by a Casino Guru admin
Automatic translation:
Public
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6 months ago
Dear player,
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 the 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
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6 months ago
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 does, 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.
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6 months ago
TranslationThe casino keeps canceling the €400 withdrawal for no reason, even though the transaction had already been approved. Afterward, the cancellation occurs; verification isn't required! I'm simply fobbed off with copy-pasted texts or advised to reinstall the app on my phone... I don't play on my phone, but on my PC. Then I'm supposed to write to support and tell them what I did. I've attached screenshots of the withdrawal. I understand that withdrawals take time, but if the casino cancels them and then credits them back to my account, I can wait forever.
Edited
Automatic translation:
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5 months ago
Dear player,
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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5 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 player,
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,
Dominika
