Doctor Spins Casino - Player is facing delayed payouts from the casino.

Hi, I have been really struggling with this casino for over 6 months now. I have had a payout about 7 months ago and since I had won £1800 in total.

I submitted the first withdrawal request on the around May time, they cancelled it due to technical error and then I submitted again, it got again cancelled due to another reason.

It's now been 6 months and I am still not getting my money back. Everytiime I try to speak to the Live Chat, they would close the live chat immediately after saying they need to go through security checks.

I even asked them to admit that if they won't be paying out, just return my funds to my account so I could play but they wouldn't do it for whatever reason.

It is the worst nightmare for me honestly. I repeatedly email them but all I am getting is the same answer. I am genuinely depressed about this situation.

Dear brett.kong,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Doctor Spins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for helping me with this case. May I ask what is your process of this complaint?

Have you made any successful withdrawals from the casino in the past?

Yes I have, but only once

Could you please confirm that you have passed the KYC verification?

Yes, my account is in a verified status

Have you accumulated your winnings with the help of a bonus?

I didn't use any bonus

Also I have emailed them about 100 times already but they are still not paying out. They are giving the same reasons about having to go through security checks and so on hence the delay. But 6 months is just inhumane.

Dear brett.kong,

Thanks for providing the necessary information. Please check our articles on the topic here:

https://casino.guru/how-we-resolve-casino-complaints

https://casino.guru/complaint-resolution-instructions

I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Doctor Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

I have a feeling it may be the case. I just don't know what to do anymore. It is a lot of money.

Hello brett.kong,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Doctor Spins Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 brett.kong, 

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. 

As you might know, Doctor Spins Casino received a ‘2.3 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least 'a very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

Resprectfully,

Romi