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Herospin Casino - Unresolved €500 withdrawal delayed for 12 days due to alleged "technical issue"

I am submitting this complaint against Herospin Casino regarding a €500 withdrawal request that has been pending since June 11, 2026. As of today (June 23rd), 12 days have passed, and the funds have still not been processed.

According to the casino's policy, withdrawals are typically processed within 3 business days. I have contacted their live chat support multiple times to inquire about the delay. Each time, the support agents stated that the delay was due to a "technical issue/system glitch" on their end.

Crucially, the support team has explicitly confirmed during our chats that I have not committed any terms of service violations, and my account status is fully compliant. Furthermore, I have sent multiple emails to their support address seeking a resolution, but the casino has completely ignored them and provided no email responses.

"Technical issue" has become an ongoing excuse with no progress or concrete timeline provided. It is completely unacceptable to hold a player's legitimate winnings for nearly two weeks without any justification or active communication.

I have kept screenshots of the live chat conversations where the support team acknowledges the "technical glitch" and confirms that I have no violations, which I can provide as evidence.

I kindly request your assistance in intervening with Herospin Casino to expedite the processing of my long-overdue withdrawal. Thank you for your time and support.

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Dear miyasumin91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• Could you please share with me your communication with the casino or any other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

No, I have never successfully withdrawn any funds before. I have not been requested to complete KYC verification, and no such instructions have been provided even when I followed up on it.

I played with bonus money and won. However, I did not play any slots categorized as "accumulation" or "collection-type" games at all.

Although I contacted support many times via live chat, I did not take any screenshots of those conversations. However, I have a few email exchanges, so I will forward them to you, Tomas!

Thanks for your patience.

Could you please confirm you have access to your player's account? Have you contacted the casino support from an email address not associated with your player's account?

Could you please share with me a screenshot of your payout request and active balance on your account currently?

Thanks in advance for your reply and cooperation. My email is tomas@casino.guru

I am able to access my account without any issues. Although there was a significant delay, the first withdrawal was successfully processed on July 4th. Therefore, I would like to close this complaint.

Thanks for the confirmation.

After your 500€ payout was processed, did the dontinue to process your payouts according to expectation?

Have you received most or all of your money since your last post?

May we consider the issue resolved?

Please let me know.

No.

I submitted another withdrawal request on July 6th, but the funds still haven't been released.

They claim it's due to a high volume of requests, but I'm not sure if that's actually true.

I dislike the fact that it takes so long to withdraw the full amount, but at this point, I'm starting to doubt whether I'll actually receive the full payout at all.

Dear miyasumin91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear miyasumin91,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite HeroSpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear everyone,

Thank you for bringing this to our attention so that we can address it.

We truly understand how important timely withdrawals are to our players, and we sincerely apologize for the delay you have experienced. Please know that our intention is never to upset or ignore our valued players.

Upon review, we can confirm that the withdrawal of 500.00 EUR was completed and sent on 21st of July. It should take about 3-5 business days for the amount to show up in your payment method.

We can also confirm that there is currently one withdrawal pending in the amount of 500.00 EUR that was requested on 21st of July. We apologize for the inconvenience and can assure you that the withdrawal will be processed as soon as possible.

Kind regards,

HeroSpin Team

Dear miyasumin91,

I would appreciate it if you could keep us informed once you have received your funds from the casino. Thank you for your ongoing support and cooperation.

I have received the €500 I requested on July 21st. The withdrawal felt a bit slow, but since the funds have been properly paid out, I would like to mark this matter as resolved. Thank you to everyone at Casino Guru.

Dear miyasumin91,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru