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Initiated my withdrawal after verifying my account. Still showing as processing and they have ignored all my emails and on live chat. Have breached my terms and conditions

Dear Morg531,

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 before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated 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,

Veronika

Hi

my KYC verification was passed

this is my first withdrawal from the site

my winnings were accumulated without any bonuses

This is extremely important and the length it takes for a reply from you is ridiculous

I am already getting ignored from the site and now seem just as bad!!!!

I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Morg531,

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

Thank you in advance for providing the information.

Thank you very much for this, we have now surpassed the agreed time frames in their terms and conditions

Thank you Morg531 for the info.

I have contacted the Spins Heaven Casino and now they should make some statement or even put things into the motion. Once I know some more information from them, I will let you know.

I understand your eagerness to receive the information and the money, but so you know, the casino has standard time to respond 7+7 days. But we always hope for the respond to be quicker.

I very appreciate your patience.

What happens if they refuse to make a payment or make a statement?

Dear Morg531,

I have contacted casino outside of this thread and let´s give them some time to take a look at your issue.

But to be honest with you, without cooperation from casino´s side and no authority to turn to ( since the casino operates without a valid license and doesn't refer to any ADR service) I'm afraid there is not much that can be achieved.

The complaint would be marked as "unresolved" in our system. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

The casino is still new, so let´s be hopeful.

Are you able to provide support to take this to the small claims court

Dear Morg531, I am afraid not, but let´s hope it will not come to that and wait for Spins Heaven Casino to do make some action.

I have been waiting a long time, my patience is wearing thin. I have contacted them everyday and still no sign of it being processed. I am going to start a fraud case with my bank to try and get some money back.

this is not helpful I have waited over a month and now I’m being told to sit and wait more

Dear Morg531, I understand you are frustrated. Even though I have only contacted them 2 days ago, It has been much much longer since your withdrawal request.

I obviously want you to get your money, so, you do what you must, and I will try to get in tough with them again.

Can I just ask how you’re contacting them,

and if you have ever had a response from them for any complaint raised???

I have emailed so many times that I honestly don’t think they monitor their emails

The Casino is very fresh. Hasn´t been proven by time just yet and Yes, I was writing them emails and haven't got the response yet.

I just know that if they will not start cooperating within 14 days from my first reach to them, they will have a decrease in the rating, and that could help to change the casino's approach to make some action.

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 Morg531,

I have tried to contact the Spins Heaven 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 with better reviews and ratings in the future to avoid situations like this. I am truly sorry we could not be of more help on this occasion.

Best regards,

Martina