The player from Germany had requested three withdrawals totaling €3,000, but they faced delays with the processing of these payouts. Despite being informed that the funds should be credited by the end of the week, the player received standard responses from support with no resolution. Eventually, after 1.5 months, the player confirmed that all winnings had been fully paid out. The complaint was marked as resolved by the Complaints Team, who appreciated the player's cooperation throughout the process.
Spybet Casino - Player’s withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Spybet Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Hi Team,
I requested the first three withdrawals on August 28, 29, 2025, and August 30, 2025. Unfortunately, you can only have three open requests. This means €1,500 is currently being processed, and €1,500 remains in my player account (a total of €3,000).
Support is sending me the usual rant about why the payout is delayed, even though someone said my money should be in their account by the end of the week. Of course, that's not the case...
What should I do?
Wait another 1-2 weeks? Their website states a maximum of 3 business days, but apparently that's not the case!
Thanks and greetings
S********
Edited by a Casino Guru admin
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5 months ago
Dear SamuelK,
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, please, let us know and we will intervene and try to help you.
I have scheduled a follow-up for 7 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.
Thank you in advance for your patience and understanding.
Best regards,
Katarina
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 makes such a request, 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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5 months ago
TranslationHi Katarina,
Today (after 2 weeks, why don't they send the request sooner?!?!?) I received the KYC request...
Let's see how long that takes and whether there will be any complications.
I'll keep you updated.
Best regards
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5 months ago
Hello SamuelK,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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5 months ago
TranslationHi Katarina,
I actually received the first €1,500. What a miracle! I wouldn't have thought so...
Now we have to wait for the remaining €1,500.
Greetings
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5 months ago
Hello SamuelK,
I am pleased to hear that you have received a portion of the funds. This indicates that we are progressing favorably. Please keep me updated on the receipt of the remaining funds, as well as any other relevant developments.
Looking forward to your reply,
Katarina
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5 months ago
Dear SamuelK,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
TranslationHi Katarina,
I haven't received any further money yet. Absolutely outrageous.
That means we have to keep waiting and hoping.
Greetings
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5 months ago
TranslationHi Katarina,
good news!!!
Everything was paid out!
Finally, after 1.5 months. I'm happy.
Greetings
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4 months ago
Dear SamuelK,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
