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Had a bit of luck after depositing €100 and was able to turn it into €385 and then requested a withdrawal. After 3 days I asked in the chat when there would be a payout and I was assured that this would only take a few days - and this was repeated at least 10 times - once I was even promised that I would definitely get the money the next day would get on my MIFINITY ACCOUNT. Nothing has happened until today - it is only always assured that the finance department will take care of the payment immediately and in the end nothing happens at all. My account is verified and the payout seems to only go through MIFINITY, where I am also verified.

Hatte ein wenig Glück nach einer Einzahlung von 100€ und konnte daraus 385 € machen und habe daraufhin eine Auszahlung beantragt. Nach 3 Tagen fragte ich im Chat nach wann es zu einer Auszahlung käme und mir wurde versichert dass dies nur noch wenige Tage dauern würde - und das wiederholte sich mindestens 10 mal - einmal wurde mir sogar versprochen, dass ich ganz sicher am nächsten Tag das Geld auf meinem MIFINITY ACCOUNT bekommen würde. Nichts passierte bis heute - es wird lediglich immer beteuert die Finanzabteilung kümmere sich sofort um die Auszahlung und am Ende passiert gar nichts. Mein Konto ist verifiziert und die Auszahlung geht scheinbar nur über MIFINITY, wo ich auch verifiziert bin.

Dear Greyfairytayle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela,

Thanks for the answer. The withdrawal request has been in payment since May 11, 2023. The prize was created WITHOUT ANY BONUS. The KYC procedure was successfully completed 3 weeks ago!

Hallo Petronela,

danke für die Antwort. Die Auszahlungsanfrage steht schon seit dem 11.05.2023 in Auszahlung. Der gewinn wurde OHNE BONUS kreiert. Das KYC verfahren wurde bereits vor 3 Wochen erfolgreich abgeschlossen !

Thank you for sharing all the required details, Greyfairytayle 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 Greyfairytayle 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!

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.

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