Spinit Casino - Pelaajan voitot viivästyvät.

I won €584 from the casino on April 26th from a slot but the casino is delaying the payment of winnings and canceling withdrawal requests themselves. After this they let the player lose the money back to the casino or verify the account but they don't tell you that the account needs to be verified before you take the matter up yourself. Now that I've been trying to fight for my withdrawal for two weeks, I always get the same answer from the chat. "We can't do anything about it." "Your account doesn't require verification" "Why don't you just withdraw your money" WELL WHEN YOU DON'T GIVE MY MONEY. Avoid playing here at all costs.

Voitin kasinolta 26.4. 584€ slotista mutta kasino viivästelee voittojen maksamisessa ja peruuttaa kotiutuspyyntöjä itse. Tämän jälkeen he antavat pelaajan hävitä rahat takaisin kasinolle tai varmentaa tili mutta he eivät kerro että tili pitää varmentaa ennenkuin itse otat asian puheeksi. Nyt kun olen kaksi viikkoa yrittänyt taistella kotiutukseni puolesta, saan aina saman vastauksen chatista. "Emme voi tehdä asialle mitään." "Tilisi ei vaadi varmennusta" "Miksi et kotiuta vain rahojasi" NO KUN TE ETTE ANNA RAHOJANI. Välttäkää täällä pelaamista kaikin keinoin.

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 PelaajaSuomesta,

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 from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino, along with a screenshot of your payout request? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Answers to your questions,

I have not made any withdrawals from the casino before.

I won with my own money and cancelled the bonus before withdrawing.

Conversations are not recorded through customer service so there is no evidence of this.

I will send screenshots of the transfer history to your email.

Vastauksia kysymyksiisi,

En ole tehnyt aijemmin kotiutuksia kasinolta.

Voitin omalla rahalla ja peruin bonuksen ennen kotiutusta.

Keskusteluja ei ole tallennettu asiakaspalvelun kautta joten tästä ei ole mitään todisteita.

Lähetän siirtohistoriasta kuvankaappaukset sähköpostiin

Dear PelaajaSuomesta,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinit Casino representative to join this conversation.

Dear Spinit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear PelaajaSuomesta,

We would like to inform you that your account is currently undergoing a routine verification process.

To proceed with this, we kindly ask you to upload the required documents directly through your account's verification section.

Once the documents are uploaded, our relevant team will review them as quickly as possible.

Thank you for your cooperation and patience!

Best regards,

Spinit Casino Team

Hello PelaajaSuomesta,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear PelaajaSuomesta,

Can you please confirm, if you have received update in your verification or withdrawal process?

Thank you.

I have received my balance for withdrawal but it is not in my account yet.

Olen saanut saldoni nostoprosessiin mutta se ei ole vielä tililläni.

Dear Spinit Casino,

Can you please specify, when the player can expect to receive the withdrawal?

Dear PelaajaSuomesta,

Thank you for your cooperation and patience throughout this verification process.

We are pleased to inform you that your account has been successfully verified. Your pending withdrawal request will be processed and completed as soon as possible.

Best regards,

Spinit Casino Team

Dear PelaajaSuomesta,

Could you please confirm, if you have received the withdrawal by now? Feel free to confirm it in the thread, or use the 'resolved' buton.

Casino paid all withdrawals

Kasino maksanut kaikki kotiutukset

Dear PelaajaSuomesta,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru