The player from Germany had requested a withdrawal 6 weeks prior and had repeatedly contacted support, receiving only generic responses about delays. He suspected that the situation was a scam. His complaint was addressed by the Complaints Team, which facilitated communication with the casino. After multiple updates, the player received a payout and confirmed that further withdrawals were being processed, ultimately marking the complaint as resolved.
Spybet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,500
Spybet Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
I've written to support several times, as well as emailed them. I always get the same response: there are delays. It's always the same scam.
Automatic translation:
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that 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?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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6 months ago
TranslationNo, no successful withdrawals yet.
I asked by email whether I should provide identification, but so far no response.
Yes, it was an active bonus that I converted completely into real money.
As always, slots and live games..
Thank you for your support..
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6 months ago
Has the customer support responded to your email in the meantime?
Also, kindly send me a link or a screenshot of the bonus you activated and played with.
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6 months ago
TranslationGood morning. They've been in touch, and it looks like they now have all my documents. The KYC request took about four weeks.
I hope that everything will soon be confirmed.
Best regards
Automatic translation:
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6 months ago
Thank you for the information. Has the casino confirmed your verification in the meantime?
Do you have any pending withdrawal requests in your casino account?
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6 months ago
TranslationHello, they've only paid out once so far. I requested the next payout last Friday, but haven't received anything yet. Spybet checked all my credentials and hasn't contacted me since. After sending all my credentials, they paid me the first payout last week, but nothing has happened since Friday.
Best regards
Enes
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6 months ago
TranslationHello everyone,
I've been waiting for the next payout for a week now. Nothing has happened. As I mentioned above, they've already paid me €500 once. I simply don't understand this kind of behavior.
Best regards
Enes
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6 months ago
TranslationGood morning, even after the first payout, no further payments have been made.
I wonder why? Because they have everything from me now...
Best regards
Enes
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6 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Hello Endogs,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Spybet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
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6 months ago
TranslationHello Attila,
Thank you so much for the support, you are great 🙂
Best regards
Enes
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6 months ago
TranslationGood morning. I received another payout today.
Now only 9x500€
But I think waiting three weeks for a payout is way too long. Now consider that I have to make nine more withdrawals with a processing time of three weeks? I hope they pay out faster now.
Best regards
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6 months ago
Dear Endogs,
Thank you for the update. Please keep us informed of any further developments.
Best regards,
Attila G.
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6 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
TranslationGood morning
The next payout was made on Saturday. It looks like things are working, slowly but surely 🙂
Thank you very much for that!
Best regards
Enes
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5 months ago
Dear Endogs,
Thank you for the update.
Could you kindly summarize how much you still have left to withdraw? Additionally, please let us know if you would like to close this complaint as resolved.
Thank you in advance.
Best regards,
Attila G.
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5 months ago
TranslationHey thanks for the quick reply.
I still need €3,500 in total. I'd be happy to wait, if that's okay with you, of course.
Best regards
Enes
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5 months ago
Dear Endogs,
Thank you for the information.
I will keep this complaint open until you confirm receipt of your withdrawals. Please keep us updated as soon as there are any developments.
Thank you in advance.
Best regards,
Attila G.
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5 months ago
TranslationHey dears 🙂
First of all, I would like to thank you very much. The money is being paid out, and only €2,000 remains outstanding. Since I see that Spybet continues to pay out, I will close the complaint as successful!
You guys are AMAZING 🙂 Thank you for your support ❤
Best regards
Enes
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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 Endogs,
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,
Attila
