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I have spent several days trying to get various withdrawals to be made effective, all good words but they do not send me my money.

Llevo varios días intentando que me hagan efectivos varios retiros, todo buenas palabras pero no me mandan mi dinero.

Dear Turbolover,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Petronela

I'm trying to work it out with the agents, but they're putting me off. Every day a new excuse. This is not serious.

I request anonymity while the complaint is resolved. Thank you.

Estoy tratando de resolverlo con los agentes, pero me dan largas. Cada día una excusa nueva. Esto no es serio.

Solicito anonimato, mientras se resuelve la queja. Gracias.

How many days ago you initiated KYC verification, please?

Hello, the KYC is complete. In fact, they already made me a payment on April 25. But since then I have accumulated several pending withdrawals and they do not pay me. As you can see, it happens to more users. I don't know what can happen. Every time I talk to them they tell me that they talk to finance, that the manager reviews my case, etc.

But I still don't get paid and no solution.

Hola el KYC esta completado de hecho me hicieron ya un pago el día 25 de Abril. Pero desde entonces he acumulado varios retiros pendientes y no me los pagan. Como ves le pasa a mas usuarios. No se que puede pasar. Cada vez que hablo con ellos me dicen que hablan con finanzas, que la gerente revisa mi caso, etc

Pero aun sigo sin cobrar y sin solución.

Thank you for sharing all the required details, Turbolover. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello there,

Thank you Turbolover for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spitfire Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, at the moment I am managing, I am telling you. I'm going to give them a couple days leeway. I do not want to include third parties at the moment.

Hola de momento estoy gestionando, os voy contando. Voy a darles un par de días de margen. No quiero meter a terceros de momento.

Hello, I had the following withdrawals pending: 375.34 on May 10, 376.74 on May 12, 338.45 on May 15, 300.01 on May 16 , 300.05 on May 19 and 300.58 on May 24.

On June 6, the ones that I underline and put in bold in the previous list have paid me, leaving me still 4 pending dates from even earlier dates, which I do not understand either. I keep fighting to get paid. But this doesn't seem serious or normal to me.

I will keep informing you. Thank you.

Hola, pues tenia pendientes los siguientes retiros: 375.34 del día 10 de mayo, 376.74 del día 12 de mayo, 338.45 del día 15 de mayo, 300.01 del 16 de Mayo, 300.05 del 19 de Mayo y 300.58 del día 24 de Mayo.

El 6 de Junio me han pagado los que subrayo y pongo en negrita en la lista anterior quedándome aun 4 pendientes de fechas incluso anteriores cosa que no entiendo tampoco. Sigo peleando para que me los abonen. Pero esto no me parece ni serio ni normal.

Os seguiré informando. Gracias.

I keep insisting and they keep giving me long. What if the manager is traveling, what if I send an email to finance to see what happens. As you can see from other disputes they are not very clear. In addition, lately they have given you some reviews that seem false to whiten their reputation. I will keep informing you. Thank you.

Sigo insistiendo y me siguen dando largas. Que si la gerente esta de viaje, que si mando un correo a finanzas a ver que pasa. Como veis por otras disputas no son muy claros. Además últimamente os han puesto unas reseñas que parecen falsas para blanquear su reputación. Os seguiré informando. Gracias.

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.

Hello, I would like to attach a screenshot of my last message to the casino to claim the amounts that I have pending for which I have not received a response, where you can see the age of said withdrawals.

I hope and wish that this issue is resolved soon.

Hola, quisiera adjuntar una captura de mi ultimo mensaje al casino para reclamarle los importes que tengo pendientes de la cual no he recibido respuesta, donde se ve la antigüedad de dichos retiros.

Espero y deseo que este tema se solucione pronto.

You can put all messages as public, thanks.

Podéis poner todos los mensajes como públicos, gracias.

To this day I do not get an answer, all are good words from its operators. That they send an email to finance that goes to their manager, but nothing at all. There is no willingness on the part of the casino to resolve this situation.

A día de hoy no obtengo respuesta, todo son buenas palabras de sus operadores. Que enviaran mail a finanzas que pasan a su gerente, pero nada de nada. No existe ninguna voluntad por parte del casino para resolver esta situación.

Update the amount they owe me, it is about €1300

Actualizar la cantidad que me deben, son unos 1300€

Still no answer 😔

Aún sin respuesta 😔

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. 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 might 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. In the meantime, I recommend you contact the Antillophone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter