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Hi I made 3 withdrawals as the casino has limits on its withdrawals so I had to split them up into 3 1 for the amount of $1120 & 2 for the amounts of $1125 I can confirm I've received the $1120 however I have not received the 2 lots of $1125 I have been told by their customer support many different things being that they have processed the payments on the 8th of January 2026 and also I've been told that the payment was cancelled and returned back to my casino account which did not happen I did not receive any funds back into my account whatsoever I've got the emails and bank statements which prove the funds were not given to me Ive also provided them with the evidence too but they continue to ignore my requests on many occasions to provide me with information showing what they are saying they continue to gaslight me by referring me to the history on the account I've asked them to call me to discuss this situation and they don't they used to call me many times to get me to make deposits but now I'm being totally ignored please help

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Dear stevek25,

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

Thank you Karla I really appreciate your help and understand that you guys help ppl like me out of goodwill and you don't get paid for your hard work.

I am verified with that casino and the money was not won on a bonus I made the cashouts on the 1st & 2nd of January 2026 I've been told that the funds were going to be paid and they were approved infact the status was marked as "paid" on all 3 cashouts like I said before I can confirm that I received $1120 but not the 2 $1125 since the casino is now denying my last 2 cashouts and saying that the funds were returned to my account but it wasn't. I can also confirm that at the time of making the cashout request I did still have roughly $2400 still in my account but because I had maxed out the weekly limit I played it im saying this to you in advance so you don't over look this and it might seem that it was the funds they are talking about but this is incorrect I can also forward all the emails and transcripts from the chat with support thanks again

Dear stevek25,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla

I have been going backwards and forwards with them but remain on a stalemate after being told that the issue was resolved and that the funds had now been sent on the 8th of January but they were not

If you can provide me with an email to forward any communication with I am happy to do so.

Thanks Karla

Dear ${userName}, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Send emails or chat transcripts to my email at karla.m@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.

Karla

I sent you emails with all the information

Hello stevek25,

Thank you for confirming and for sending the documents by email.

To help us move forward efficiently, could you please clarify the following points:

• The exact dates when the two pending withdrawals of A$1,125 were requested
• The payment method used for these two withdrawals
• Whether the casino provided you with any transaction reference, receipt, or confirmation showing that these two payments were processed or returned
• Please confirm if the withdrawal status for these two transactions is currently shown as "paid," "cancelled," or something else in your account history

Once this information is confirmed, we will be able to proceed with the next steps and contact the casino accordingly.

Thank you for your cooperation.

Karla

Hi both cashouts are on the 1st of January marked as paid and the payment method is by bank transfer however there is also 2 transactions marked as reversed but the funds were not put back into my account it's very confusing I know but if someone adds up the amount of funds at the time of the withdrawals and then at the time these were apparently revered you will see that there's an error the casino itself told me that they had processed the payment on the 8th and they can't say it's the payment for $1120 cause that was done 1st of the 3 withdrawals on the 4th of January 2026

Dear stevek25,

Thank you for the clarification so far.

To help us move forward and assess the situation accurately, could you please confirm the following points:

1. Could you provide a bank statement or official confirmation from your bank covering the period after 8 January 2026, clearly showing that the two withdrawals of A$1,125 were neither received nor credited back to your account?
2. Do you have any written confirmation from the casino (email or live chat transcripts) stating that these two withdrawals were either processed on 8 January 2026 or later reversed/returned?
3. Please confirm that the bank transfer details used for these withdrawals (account holder name and bank account details) fully matched the details approved in your casino account at the time of the withdrawal requests.

Once this information is confirmed, we will be in a better position to proceed and contact the casino regarding the discrepancy.

Thank you for your cooperation.

Karla

Ok no problem do I email them to you?

Dear stevek25,

Yes, please send everything by one email to karla.m@casino.guru.

Kindly include all the requested documents as attachments in the same email, such as:

• the relevant bank statement covering the period after 8 January 2026,
• any emails or chat transcripts from the casino confirming the withdrawals were processed or reversed,
• and any other documents you believe are relevant to this case.

Once we receive and review the email, we will proceed with the next steps.

Thank you very much for your cooperation.

Karla

I sent you a few emails with the relevant information

Dear stevek25,

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, Lala, jean.s@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,

Karla Mayfly

Thank you for putting your time and effort into it so far Karla ❣️

Hello stevek25,

My name is Lala 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 SpinoGambino 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,

Lala

Thank you lala

Dear stevek25,

We would like to inform you that your two previous withdrawal requests of 1,125 AUD were not successfully processed due to a technical issue, and the funds were therefore returned to your active account balance.

Please note that you can review full details of your transactions and gameplay history directly through your casino account for your reference.

Kindly note that following the return of the funds to your balance, they were utilized for gameplay activity.

Dear Lala,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

SpinoGambino Casino

So where is the $1125 that was sent on the 8th of January which I've got multiple emails and screenshots of your casino confirming this ? Also if like to add I have reviewed my activities and the amounts certainly don't add up at the time of my requests for the withdrawals I still had roughly $2700 which I know I've played and I can see that's where your thinking the returned funds are I've been asking you for some time now to please look into this $2250 is alot of money and I'm sure I'd remember seeing this being returned to my account..on the contrary I've been told that $1125 was still being sent to my bank account on the 8th of January after I received the $1120 I made the withdrawals all at the same time 2 for $1125 and 1 for $1120 the $1120 was the last cashout I submitted and that's the only payment I received and is like to add that all 3 cashouts were submitted using the same process so why was only the amount for $1120 processed and not the others

Dear stevek25,

Thank you for your patience and for all the information you provided. I understand how frustrating this situation has been, and I appreciate the effort you put into explaining everything clearly.

After reviewing all the evidence from both sides, including the documents you sent and the information submitted by the casino, we must close the complaint as rejected. The casino has provided verified records showing that the two A$1,125 withdrawals were returned to your casino balance on January 1, and the game history confirms that these funds were subsequently played.

If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

Thank you for your understanding.

Best Regards,

Lala