Super Spin Casino - Player’s withdrawal has been delayed.

I have been awaiting 3 withdrawals of £1,500 since 3rd March. It took 4 weeks to obtain withdrawals of £4,000 even though casino withdrawal limit in their terms and conditions is £4,000 a week, £1,500 a day, £12,000 a month.

Since 3rd March I am being completely ignored by the casino support team - daily emails completely aired. Live Chat assured me daily it would be resolved but are now blocking me as well.

From other online reviews Super Spins are clearly deliberately withholding withdrawals. This very much appears to be a scam and will be forced to appoint a lawyer if this is not resolved asap.

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Dear Lottie48,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you have made successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I can confirm that I did make successful withdrawals previously.

My KYC verification was fully completed.

I did not use any bonuses.

18/3 - still no update via email but Live Chat are now communicating with me again and have confirmed my withdrawals are being handled urgently by VIP Manager and Finance Team. I am not yet 100% convinced so will keep complaint open for now.

Thanks

Sadly still not resolved today and Live Chat have started very pathetically blocking me again this evening

See below just published by Fintelegram:

https://fintelegram.com/super-spin-rolly-spin-comentive-withdrawal-payment-rail-questions/

Thank you for your reply, Lottie48. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

Last successful withdrawal was made on 28th February. Request made on that date and payment was received on the same date.

Payment method has been the same throughout - withdrawal to Visa Card.

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

I attach withdrawal history screenshots above and can summarise as follows:

• Withdrawal processed 17/2 - received
• Withdrawal processed 28/2 - received
• Withdrawal processed 01/03 - received but still shows as pending
• Withdrawal processed 4/3 - never received even though shown as completed
• Withdrawal processed 23/3 - still pending and not received

Winnings balance is currently £18,002.65 which is £15,002.65 as showing plus withdrawals of £1,500 on 4/3 and 23/3 which have not been received.

Super Spin have ignored all emails and live chat request for weeks.

Dear Lottie48,

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, Lucia (lucia.s@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,

Kristina

Hello Lottie48,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.