UpSpinz Casino - Player claims that payment has been delayed.

I have been playing for quite awhile and never taken any money out. I have deposited quite a lot and thought I would let it build up now. They have just taken £1200 away from me this afternoon. Return to system and I do not understand that as it said real money no bonus money I am very very angry

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Dear Alison1965,

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 Alison1965,

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.

They have said that my KYC has now been verified, but they have taken £1295 away from me. I can’t understand . They said return to the system I have taken a screenshot as I do not agree with this. I have still not taken out any withdrawals as they took it away.

Dear Alison1965, 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? 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

Dear Alison1965,

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.

I am no good at sending documents or screenshots and I’m am a way at the moment. I will have to ask my son. They have not replied to any of my emails asking him why they took all that money away from me. I do have the screenshot of that they said back to the system. I did not say I was playing with bonus money. It said real money and when I tried to take out that is when they took it away.

Dear Alison1965,

That’s completely okay, please don’t worry.

I understand that you may need some time and assistance, and I will wait until you are able to gather any evidence, such as screenshots or communication with the casino.

Whenever you are ready, you can send anything you have here in the thread or to my email at karla.m@casino.guru, and we will review it together.

Thank you for your cooperation.

Karla

Dear Alison1965,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru