Spin Rio Casino - Pelaajan kotiutus on viivästynyt.

I am filing a complaint against SpinRio casino due to the inability to withdraw my funds.

I made a deposit using my bank account and then tried to withdraw my balance using the same method, as required by standard casino policies.

However, my withdrawal requests have been repeatedly rejected without a clear or valid explanation.

I provided my bank details, including CLABE and SWIFT code, since my account is in Mexico, where IBAN is not used. I also sent the requested supporting documentation.

After this, I was informed that my bank account "cannot be used", but I was not given any specific or technical reason.

Instead of resolving the issue, the casino is now forcing me to open a new payment method (Skrill or Neteller), which I didn't use to make my deposit. This is unacceptable and seems like an attempt to block or delay my withdrawal.

I have contacted support on multiple occasions, but I only receive vague answers and now they have stopped responding altogether.

I am simply requesting to withdraw my own funds to my original payment method.

I request Casino Guru's assistance in resolving this issue and ensuring that the casino processes my withdrawal fairly and without further delay.

Estoy presentando una queja contra el casino SpinRio debido a la imposibilidad de retirar mis fondos.

Realicé un depósito utilizando mi cuenta bancaria y posteriormente intenté retirar mi saldo utilizando el mismo método, tal como lo exigen las políticas estándar de los casinos.

Sin embargo, mis solicitudes de retiro han sido rechazadas repetidamente sin una explicación clara o válida.

Proporcioné mis datos bancarios, incluyendo CLABE y código SWIFT, ya que mi cuenta está en México, donde no se utiliza IBAN. También envié la documentación solicitada como soporte.

Después de esto, se me informó que mi cuenta bancaria "no puede ser utilizada", pero no se me dio ninguna razón específica ni técnica.

En lugar de resolver el problema, el casino ahora me está obligando a abrir un nuevo método de pago (Skrill o Neteller), el cual no utilicé para realizar mi depósito. Esto no es aceptable y parece un intento de bloquear o retrasar mi retiro.

He contactado al soporte en múltiples ocasiones, pero solo recibo respuestas vagas y ahora han dejado de responder por completo.

Simplemente estoy solicitando retirar mis propios fondos a mi método de pago original.

Solicito la ayuda de Casino Guru para resolver este problema y asegurar que el casino procese mi retiro de manera justa y sin más demoras.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear cesar_julio92,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

It would be best to use the alternative payment methods mentioned by the casino.

• Could you please let me know when you first requested your withdrawals?
• Is your account fully verified?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear cesar_julio92,

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,
Jean
Casino.Guru