The player from Portugal had successfully fulfilled the rollover requirement for a bonus and attempted to withdraw winnings of 20 euros via bank transfer. Although she received a confirmation email stating that the withdrawal was completed, the funds did not appear in her account, leading her to suspect fraud. The issue was resolved as the player was informed that withdrawal processing might take time and had confirmed the resolution of her complaint.
Spins Of Glory Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €300
Spins Of Glory Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Good morning , last 28/10/2025 I made a load of 20 euros to take advantage of a bonus of 66 free spins , I had a roolover of 35 times and I fulfilled that roolover and proceeded to withdraw the winnings by bank transfer to the same bank account that I always do .
Today I received the withdrawal confirmation email but the money is not in my account!
I contacted the casino and they told me that they have already sent the money to my account, which is clearly not true because whenever you receive the withdrawal confirmation email it means that the money is already in the account, and it is not.
I believe this is fraud and a way of not paying out the player's winnings.
Thank you
Automatic translation:
Public
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2 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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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2 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 marleneborges647,
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,
Veronika
