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I had claimed a bonus quite a long time ago that offered 260% on the deposit, with a wager of 20x the deposit plus bonus and a maximum of 10x the deposit as cashout. I deposited 192€, and wagered it all within one night. However, I mistakenly requested a 2k withdrawal, as I hadn't noticed that 8€ in fees had been deducted from my 200€ deposit. During the withdrawal process, I received a notification advising me to send an email for KYC verification, which I did. The casino automatically adjusted my withdrawal to 1920€, and upon my inquiry via the live chat, the verification was confirmed.

Furthermore, I experienced an issue with my phone number; even though I used the +49 country code for Germany, it still wasn't matching up. I couldn't adjust this in my profile, but the Chat Support was able to promptly assist me. Since then, whenever I'd query about my cashout, the Live Support could only inform me that it was being forwarded to the Finance Department. It's been over 2 weeks now and naturally, I'm starting to have my doubts. All of this should typically not affect the withdrawal process, and it was never mentioned or identified as a problem whenever I raised it.

Ich habe vor einer halben Ewigkeit einen Bonus, der mit 260% auf die Einzahlung, 20x Deposit + Bonus als Wager und maximal 10x der Einzahlung als Cashout ausgeschrieben war. Ich habe 192€ eingezahlt und in einer Nacht alles durchgewagert. Die Auszahlung habe ich dann ausversehen mit 2k beantragt, da ich beim Einzahlen von den 200€ nicht gesehen hatte, dass mir 8€ Gebühren abgezogen wurden. Als die Auszahlung lief erhielt ich die Info, dass ich doch bitte noch die KYC Verifizierung per E-Mail einsenden solle, was ich auch tat. Die Auszahlung wurde vom Casino automatisch auf 1920€ angepasst und die Verifizierung wurde mir im Live Chat auf Anfrage bestätigt.

Ebenso hatte ich ein Problem mit meiner Handynummer, da die Ländervorwahl trotz +49 für Deutschland nicht gepasst hatte. Ich selbst konnte das in meinem Profil nicht ändern, jedoch half mit der Chat-Support umgehend. Seither hieß es bei Anfragen bezüglich meines Cashouts immer nur, der Live Support könne nichts machen. Es würde an die Finanzabteilung weitergeleitet werden. Mittlerweile sind über 2 Wochen vergangen und ich habe so meine Bedenken.. All dies sollte normalerweise kein Problem für die Auszahlung darstellen und wurde beim Anfragen auch nie angesprochen oder als Problem deklariert.

Hello DavidScatter,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with House Of Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I received an email from House of Spins stating that my documents were complete and verification would take a maximum of 3 days. When I asked in the chat whether I should send more things for verification or whether everything was okay, I was informed that I had been successfully verified. However, I did not receive a corresponding email or other confirmation.

The first application for the payout was on November 8th, 2023.

Best regards

DavidS****

Hallo Nick,

ich habe eine E-Mail von House of Spins erhalten, die besagt, dass meine Dokumente vollständig seien und die Verifizierung maximal 3 Tage dauern würde. Auf Anfrage im Chat ob ich weitere Sachen zu Verifizierung einsenden solle bzw. ob alles passe, wurde mir mitgeteilt, dass ich erfolgreich verifiziert wurde. Eine entsprechende E-Mail oder anderweitige Bestätigung erhielt ich allerdings nicht.

Die Erst-Beantragung für die Auszahlung war bereits am 08.11.2023.

Viele Grüße

DavidS****

Thank you DavidScatter for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

 Hello DavidScatter,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Houseofspins Casino to join the conversation and participate in the resolution of this complaint.

Dear Houseofspins Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Casino.Guru

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 DavidScatter,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru