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Spins heaven casino paid first withdrawel of £90 within 24hrs. My second withdrawel there saying 21 days. No ever gets there withdrawel in the end. They cancel all communication. Cut you of chats and never ever respond to emails

Dear Chooper89,

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.

• When did you make the last successful withdrawal?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

20th Jan I made a withdrawel. And 21st Jan they paid my first withdrawal of £90.00

Yes fully passed all kyc

I had no bonuses attached. I never play with bonuses. It takes to long to wager so I always reject them and opt out of all bonuses

Thank you

They have now blocked me from communicating. Kicked of chat straight away. Emailed 10 days ago and no replys.

Thank you for your reply, Chooper89. Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Yes same method. uploaded screen screen shot of my withdrawel I've been waiting for

I've tried a times today in the chat. And they just cut you off soon as you ask for withdrawel update.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

All done 🙂

Thank you very much, Chooper89, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Chooper89,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Spins Heaven Casino outside this complaint thread and let you know any new information once I receive it.

Hope you have more luck then me. I don't think anyone works on the email side. Never ever no communication at all on chat or emails.

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 Chooper89,

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,

Katarina