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Ive been waiting. Since the 14th 15th and 16th of april . Its been 18 days amd still no payout. Claims my method of payment failed and needed to change it 2 times even though i was given 2 payments via my card succesfully. This is unfair and shouldnt be aloud to happen.

Dear shawnmazerolle24,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi my complaint is with spingalaxy casino and GM Casino Group. I played these casinos for a long time. Im disappointed that I've been treated unfairly causing me grief and hardship.

I won a total of $5420 consisting of 5 separate withdrawals. These were $420, $2050,$1000,$750,and $1200 respectively.

These were processed for withdrawal on April 14th,15th,and 16th. I waited and expected to recieve all thes by the time frame of 3-7 business days as said by the casino. Due to holidays on April 18th and 21st did not count. During this waiting period i recieved $420 frist and then $750. These were the first and last withdrawals on the list. I contacted the casino and they stated all remaining withdrawals would require more documentation for verification and that i needed to select a new withdrawal method. I sent what they asked and withdrawal from to my card to echeck option. So frustrated with the run around and needing the funds asap i did what was asked. Then i waited the 3-7 business day requirement for my money. But by the $24th i heard kothing and reached out again. The agent stayed they attempted to deposit my funds bur the paymeny method failed. Even more frustrated and anxious from all the delays i had to choose my last option for withdrawal. Muchbetter wallet with a 24-48 hr timeline to recieve my funds. So i waited 3 more days and hing wass received so again contacting the casino to find answers im told that the money was processed for payment on the April 24 and not through the wallet but the echeck option again. So again i gave it umtil May 4 now approximately 3 weeks later but 7 business days after april 24 rhe supposed payment date u still did not receive my funds. Now angry and frustrated i contacted tgem again and they say there not sure why i havent received it ye and require me to send in a bank statement from april 24th to may 5th. So i contacted my bak and then the casino again with that staement. I was upset feeling like they were just messing with me and said i w a s so upset i was gonna harm myself. It wasnt literal but said out of anger and frustration. They then tell me that the agent i was speaking to would personally contact me back with resolution in 24hrs. After that they closed my accounts on all there casinos in the group statung it was self exclusion but i did not ask for any of that obviously i just wanted what is owed to me. Ive attempted to use the support link on the casino site but its a endless cycle stating im waiting in line for a agent that never comes. Please help me fet my funds that they owe. Its caused me so many problems.

Dear shawnmazerolle24, when your account was closed by the casino (under what they described as self-exclusion), were your remaining funds also confiscated, or have they stated that you will still receive your withdrawals despite the account closure?

Is it correct that you re-submitted the withdrawal request on April 24th following the issues with the previous payment methods, but despite this, the casino used the same payment method as before instead of the one you had chosen?

Could you please provide the communication you had with the casino regarding the withdrawal issue, especially any exchanges that led to the closure of your account under self-exclusion? Send emails or chat transcripts to my email at dominika.l@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.

When they closed my account they stated they were going to have my withdrawals resolved within 24 hrs and the agent said he would personally take care of it and eeach out by email when he contacted the payment department and that was may 5th. Now when i attempt to contact them through the support link i get a statement saying im waiting in que for the next available agent. But the agent never comes and im asked if i still want to wait over and over never talking to an agent. I have screenshots ill attach to the email as well as the email they sent me regarding the self exclusion.

As per the transcripts of the times i talked to them i didnt know i need to copy them because i assume they would hhave record of that. Im so frustrated with this and i feel ive been so wronged for no reason than they didnt want to pay me what they owed. Please help me get resolution to this unfair treatment i recieved. All documentation i have will be sent to the email you gave me. Yours truly shawn mazerolle victim of casino injustice.

Dear shawnmazerolle24, just to clarify — based on what the support agents told you in the live chats, does the casino now claim that all of your withdrawals have already been sent, and they consider the issue resolved from their side?

If yes, and you still haven’t received any of those funds, could you please send me your bank statement covering the period until today? Please send the file to my email: dominika.l@casino.guru.

Ive sent the statement to our email thats all

Hi there so they said 2 days ago in our last conversation that I would be contacted again within 24-48hrs. And I am now ate 57 hrs and nothing. I attempted to reach them on chat but theres noone even replying to me not even the bot that starts the support.

Dear shawnmazerolle24, have you been contacted by the casino?

No I haven't been replied to like they said again and again I've sent u emails as well regarding it to show there empty promises regarding my payments now a month later still trying to resolve this.

My account is under the email i send you from

Hi Dominika since the help centre through spingalaxy doesn't work I reached out to the sister casino to see if there help centre is the same as spingalaxy and he said yes so I explained my withdrawals with dates and he submitted a payment notification for me. It's supposedly going to take another 3-7business days and of course it's a holiday lol I hope they don't lie to me too. I have screenshots I'll send to you email

Dear shawnmazerolle24, please keep us informed about any further developments, especially if you receive the payment or if there are any new issues.

Yes I'm am still waiting have you reached out to the casino yet I'm going to try again to get confirmation the withdrawals will be soon.

Thank you very much, shawnmazerolle24, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you shawnmazerolle24 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spin Galaxy Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Awesome thank you I look forward to getting thos resolved it's been almost 5 weeks now and I feel no longer closer

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 shawnmazerolle24, I was able to get in contact with the casino representative outside of the complaint thread. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear shawnmazerolle24, the casino representative has informed that at the moment, the management is in the process of setting up a specialized team dedicated specifically to handling player complaints and ensuring fair, timely resolutions. I will give them additional time during this process in hopes that once it is implemented, it will improve the overall quality and efficiency of the support process. Thank you for your patience during this time!

Hi Peter. Our records show that the amount was successfully paid on the 23rd of May. The funds may take a few days to reflect, but by now should definitely be received.

Thank you for the update Spin Galaxy Casino representative.

Dear shawnmazerolle24, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear shawnmazerolle24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still haven't received payment

Dear shawnmazerolle24, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear shawnmazerolle24, I have not received any response to my inquiries from the casino representative. I will give them additional 7 days to respond and I will keep you updated about any new developments. Thank you for your patience during this time!

Dear shawnmazerolle24, the casino has provided me with a reference number for the payment. Please check with your payment provider to track the withdrawal and let us know about any updates. Thank you in advance!

Dear shawnmazerolle24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru