Spinarium Casino - Pelaajan nostopyyntö on viivästynyt.

I am writing to raise a complaint regarding unfair practices by the casino in handling my withdrawal request.

On January 7th, I reached a balance of 985.80 USDT, requested a withdrawal, and self-excluded myself for one year on the same day. Shortly after, I received an email from support requesting documentation for KYC purposes. I promptly submitted the required documents within minutes.

I was informed by customer support that the withdrawal could be canceled within a 24-hour timeframe if the kyc is still not completed. My KYC verification was successfully completed early the following day, well within this period. However, I noticed later that my withdrawal request had been canceled.

To my frustration, I was informed that I can no longer request a withdrawal due to my self-exclusion status, and I am now being told I must wait a full year to withdraw my funds. This decision is unreasonable and illogical.

It is clear that management can manually process the payment without undue delay, avoiding unnecessary complications.

And for your information i previously made a withdrawal on the 13th of december without even getting my account verified.

I kindly request your intervention to ensure the management team processes my withdrawal manually. This would reflect fair practice and avoid an extended, unjustified delay in receiving my funds.

I appreciate your attention to this matter and look forward to your prompt resolution.

Dear rad234,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which identity documents you submitted for the KYC verification process? Additionally, have any of your documents been approved by the casino, or were they all rejected?

Could you also clarify whether your withdrawal request was canceled due to unsuccessful KYC verification or because the casino’s relevant department did not complete the KYC process within 24 hours?

Could you kindly forward me the account closure request you sent to the casino, along with the casino's reply? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

KYC verification is successfully completed and approved from the casino's side on the 8th of January 2025 and none of my documents was rejected. Documents requested were Id, Selfie with id and proof of address.

They claimed that the withdrawal was rejected due to an overload with the system although the casino's customer support employee stated that it should be pending for 24 hours as a first timeframe and the kyc verification was already done within that period.

There's no formal email sent to the casino since i have to request the self exclusion from my profile so here attached the screenshot proving that my account is self excluded for a year

Now since the account is self excluded i can't initiate a withdrawal from my side where i get this error and the casino doesn't cooperate with me for a manual withdrawal saying that i have to wait a whole year to request a withdrawal which doesn't make sense at all

Thank you for your response. Could you please forward me the message from customer support stating that your withdrawal request was canceled due to an overload with their payment system?

here the message from the chat

can you contact the casino please since all the delays they are causing here are simply unjustified !

Thank you very much, rad234, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello rad234,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinarium Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Sami,

Thank you for reaching out to us.

We understand that you recently initiated a withdrawal request of $983.10 and self-excluded yourself for a year. We appreciate your efforts to prioritize your well-being and make responsible choices. As part of our standard procedure, we requested verification for the withdrawal, but unfortunately, during this process, the system automatically declined your request.

Given the reason for your self-exclusion, which was based on concerns related to gambling addiction, we are unable to reinstate your profile at this time. However, your health and peace of mind are very important to us, and in the spirit of supporting you, we would like to make an exception. We are happy to assist in reopening your withdrawal request, even though it was initially declined, and work together with you to ensure everything is handled properly.

Please let us know how you would like to proceed, and we will do our best to accommodate your needs while keeping your well-being a top priority.

Best regards,

Spinarium Team

Dear Sami,

Please send us your previous message to our email support@spinarium.com so we can start the manual withdrawal procedure.

Thank you for your cooperation!

Best regards,

Spinarium Team

Dear Spinarium Casino Representatives,

Email is already sent.

Looking forward to receiving the hash ID of the transaction.

Best regards,

rad234

Dear rad234,

Could you give me an update on the situation?

Hello Michal,

still waiting for the hash ID of the transaction to be communicated.

Dear Sami and Michal,

The manual withdrawal has been issued. The hash was sent to the email.

Best regards,

Spinarium Team

Dear Spinarium Casino Representatives,

funds have been received.

thank you for your cooperation

Best regards,

rad234

Dear rad234,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru