Super Spin Casino - Player's withdrawal has been delayed and casino is unresponsive.

I won a £5000 jackpot on a slot game. I immediately verified my account which was a fairly quick and simple process.

Eventually after many cancelled withdrawal, they sent me £500, then a further£1000, then £1500.

I put a request in on the 18/07/26 for another £1500 and the status has not changed since. I’ve emailed everyday, and used the online chat but get the same generic answer.

Now I am at the stage where they are ghosting me and not responding by email and the live chat does not even respond. I have £2500 outstanding which I know I’m not going through get.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew your winnings from the casino?
• Have you made sure that your current withdrawal request does not exceed the withdrawal limits specified in the casino's Terms and Conditions?
• When was the last time the casino communicated with you regarding the delay in processing your withdrawal request? How did they explain the delay?

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

Best regards,

Veronika

Hi there

The last time I successfully withdrew was 18/07/26.

My current pending withdrawals do not take me above the limits of £1500 per day, £4000 per week, and £12000 per month.

My last communication was Wednesday the 29/7/26 stating the following:

Hope you’re having a great day!

We understand your concerns. Please be assured that your withdrawal request is still being processed by the relevant team.

At the moment, there are no additional updates available. We kindly ask you for your patience while the processing is completed. You will be notified as soon as there is any further information regarding your withdrawal.

If you need any help or have any questions, just give us a shout.

We're here for you and happy to assist! Best regards!

Now they are not replying via support email or live chat.

Thank you

Dear Katy2405,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello Katy2405,

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.

Dear Katy2405,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S