Super Spin Casino - Player believes that their withdrawal has been delayed.

I am requesting assistance regarding a delayed withdrawal from Super Spin.

I submitted a £1,500 withdrawal request on 02/01/26. My account is fully verified, and I have made multiple successful withdrawals previously using the same Starling bank account.

The withdrawal has now been pending for over 12 days.

I raised a formal complaint with the casino, and on Sunday at 11:55 they replied stating that my withdrawal is undergoing "routine verification" and a "game provider review," but they did not provide any timeframe for completion.

I waited the full 72 hours after this response in good faith. However, I have received no further update, no approval, and no payment.

I am requesting AskGamblers’ assistance in helping resolve this delayed withdrawal, as the casino has not provided a clear explanation or reasonable timeframe despite prior successful withdrawals and full verification.

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.

Dear CoeEllie,

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 CoeEllie,

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 withdrawal has not been resolved.

I have not received the £1,500 payment, and despite asking to be kept informed, there has been no further communication or update from Super Spin since their previous email.

The withdrawal request remains pending.

Hi, I just wanted to check in regarding the status of my complaint, as it has been a few days since my last update and I haven’t heard back yet.

Please let me know if anything further is needed from me at this stage.

Thank you. Ellie.

Dear CoeEllie, 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?

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 Karla,

I’ve replied to your questions and sent all requested screenshots and evidence to you via email.

Please let me know if you need anything further from me.

Thank you.

Hello CoeEllie,

Thank you for confirming and for sending all the requested screenshots and information by email.

To help us clarify the situation fully before proceeding further, could you please confirm the following:

• The exact status of the £1,500 withdrawal as shown in your casino account (still pending / under review / any other status)
• Whether the casino has mentioned which game provider is conducting the "game provider review"
• Please confirm if you were playing with or without any active bonus at the time the winnings were accumulated
• Have you received any new communication from the casino since their last email about routine verification?

Once these points are confirmed, we will be able to assess the next steps and decide how to proceed with the casino.

Thank you very much for your cooperation and patience.

Karla

Dear Karla,

Thank you for your message.

Please see my responses below:

The £1,500 withdrawal is currently showing as pending in my casino account.

The casino has not specified which game provider is conducting the "game provider review."

I confirm that my winnings were accumulated without any active bonus.

I have not received any further communication from the casino since their last email regarding routine verification / game provider review.

Please let me know if you require anything further from me.

Kind regards,

Ellie

Dear CoeEllie,

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, Romi, romana.r@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

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Super Spin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Super Spin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for taking over my case.

There have been no new updates since the last information provided. The £1,500 withdrawal is still pending, and I have not received any further communication from Super Spin Casino.

Kind regards,

Ellie

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as 'unresolved.'

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi