Spinzen Casino - Withdrawal of player's winnings has been delayed.

I deposited funds using my Revolut account. When I requested a withdrawal to the exact same account, the casino cancelled it, claiming they cannot accept the IBAN because the country code does not match my registered country of residence. However, Revolut is a fully licensed international bank, and it makes no sense that the account is good enough for depositing, but not for withdrawing. I use this Revolut account for deposits and withdrawals on numerous other casino sites without any issues.

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Dear Flextex,

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 Flextex,

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.

The issue has not been solved. Since the complaint was made they approved the withdrawal just to cancel it again. This time based on "technical issues "…

Dear Flextex, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi, I have not gotten any withdrawals from them…

I have passed ID, selfie and address. They are not approving my payment. But it has been loading/waiting on there site sins they asked for it…

all the winnings is without any bonuses and it’s done only on BJ

Hello Flextex,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Flextex,

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, Michal K., (michal.k@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,

Karla Mayfly

Hello Flextex,

My name is Michal, and I have taken over your complaint.

I have reviewed the case, and I understand your concerns regarding the inability to withdraw funds using the same payment method used for deposits. I also acknowledge your view that, in general, withdrawals should be processed through the same method or channel used for the original deposit. However, it is not uncommon within the industry for certain payment methods to be unavailable for withdrawals, depending on the casino’s payment infrastructure.

Please be aware that the availability of payment methods is not determined solely by the casino. It is influenced by several external factors, including licensing requirements, geographical restrictions, contractual arrangements with payment providers, banking limitations, and other regulatory constraints.

As a result, the fact that a payment method is available for deposits does not necessarily mean or warrant that it will also be available for withdrawals. Additionally, payment methods may be restricted, changed, or discontinued at any time due to these external factors.

While it is understandable that you did not expect this to be an issue, I am afraid the casino has not acted in a way that we would consider unfair in this case. As you have been quite clearly informed, they are unable to process your withdrawal to your Revolut account with a LT IBAN and instead require a bank account with an IBAN that supports SEPA payments and matches your country of residence.

Do you have a local bank account that could be used for the withdrawal?

Hi. Thank you for responding🙂 I can’t use a Norwegian bank account. They won’t let me make a deposit because regulations…

Dear Flextex,

Thank you for your response.

I understand this puts you in a difficult and frustrating position. However, based on the information currently available, the main obstacle in resolving this matter appears to be the lack of an available withdrawal method on your side rather than any unfair conduct by the casino.

As it seems, the casino is fully willing to pay you the winnings; however, it has stated that withdrawals can only be processed to a bank account with an IBAN supporting SEPA payments and matching your country of residence. If you are unable to provide such an account, this significantly limits the available options for completing the withdrawal.

That said, I would encourage you to explore whether there may be any alternative local banking solution available to you that meets these requirements, as this may be the most practical way to resolve the matter.

In the meantime, I will also check with the casino whether any reasonable alternative withdrawal solution may be available under these circumstances.

Dear Spinzen Casino,

Could you please let us know whether there is any alternative method through which the player’s winnings could be processed?

Given the circumstances, we would appreciate it if you could clarify whether any reasonable alternative withdrawal solution may be available for the player.

Dear Michal and Flextex,

Thank you for contacting us regarding the complaint submitted, we would like to provide clarification regarding this case.

Regarding the withdrawal issue, in order to successfully receive the payout, the player needed to request the withdrawal to an IBAN from Norway, which is the country where the account was registered.

As soon as the correct IBAN was provided, we would have been able to proceed with the payout; however, the player previously specified IBAN details from another country, which made it technically impossible.

Fortunately, according to our system, the player has now managed to provide the correct IBAN from their registered country, and we have already successfully begun processing the withdrawals of their funds. We can confidently say that today, June 30th, we will pay out all the remaining funds that the player currently has in their withdrawal request and will also notify them about this via email. As we can see, only the final payout remains, and it will also be processed today without any issues now that the player has provided the correct IBAN.

We sincerely hope that the player has no further complaints and that all issues have now been fully resolved.

Kind regards,

Spinzen Casino Representative.

Deaer Spinzen Casino Representative,

Thank you for the, I believe, positive update.

Dear Flextex,

According to the casino’s response, once you provided the requested IBAN, your withdrawals were processed without any further complications. At this stage, only the final payout remains outstanding, and it is expected to be processed today.

Please let me know once you have received all the funds so we can consider this case resolved.

Additionally, if you require assistance with anything else, feel free to let me know.

I can also make it warmer, more formal, or more concise if needed.

They have actually payed out one time now, but the second/last one got cancelled so I have requested for it 1 more time now and it’s waiting. So looks like they are working with me to get the funds out now🙂 just have to hope the last withdrawal also will come

Dear Casino Guru Team and Flextex,

Thank you for the update.

We would like to confirm that there were indeed some minor technical issues, but we have successfully managed to resolve them.

The player has since resubmitted their final withdrawal request, and we are very pleased to inform you that this payout has been fully processed today.

The player has also been notified about the successful transaction via email. At this moment, there are no further pending withdrawal requests in our system, and we consider this matter to be completely resolved.

We sincerely hope that all issues have now been fully resolved.

Kind regards,

Spinzen Casino Representative.

Deaer Spinzen Casino Representative,

Thank you for the update.

Dear Flextex,

As you should have received all the funds by now, could you please confirm whether I may consider this case resolved?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Flextex,

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,

Michal

Casino Guru