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Title: Delayed withdrawal 1000 EUR - no timeframe given

On 22/08/2026 I requested 2 withdrawals of 500 EUR each via Revolut Bank Transfer at Spinrollz Casino. Total disputed: 1000 EUR.

Withdrawal IDs: 4bd67fba-a1d5-4e3c-984c-efa07160ac4d and 90e746d2-46db-4dc3-82c1-b0c56bb9d510

Payment method: Revolut Bank Transfer

Status since 22/08: "Beantragt - In Bearbeitung" / Balance 0.00 EUR

Player account: [redacted]

Support contact: Live chat with Zina and Leona - only template replies "high volume, weekend busy, final processing phase, anytime, high priority" - no payment date, no UTR / transaction ID provided.

On 26/08/2026 14:40 I received reply Ticket #55465294 from Lenni (Support): Apologizes for long delay, finance department informed, but states "only limited access to financial information and cannot give you a time frame" and "verification currently not required".

Formal notice with deadline 28/08/2026 23:59 CEST was sent on 26/08/2026.

I have not breached any terms, no bonus was active, I did not cancel the withdrawal.

Request: Please pay the full 1000 EUR to my Revolut account and provide the bank UTR / proof of transfer.

Important notice:

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Dear Ferdi1701,

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

Dear Jean,

Thank you for your message. I understand the 14-day rule. My withdrawals were requested on 22/08/2026, so 14 days will be on 05/09/2026. I will wait.

However please keep the complaint OPEN and note:

1. Spinrollz Support (Ticket #55465294, Lenni, 26/08/2026 14:40) confirmed: "Verification currently not required. We have only limited access to financial information and cannot give you a time frame."

2. Balance is 0.00€ since 22/08, status "In Bearbeitung" for 2x 500€ via Revolut Bank Transfer.

3. Casino now shows orange button "Alle stornieren - 1000.00€" to push me to cancel. I will NOT cancel - I want payment as originally requested.

4. Chat agents (Zina, Leona) only give template replies, no UTR, no date.

So KYC is not the reason. This is a pure delayed payment case. I have also filed with Anjouan Gaming Authority, License ALSI-152406028-FI2.

Please keep the case open until 05/09 and then intervene if still not paid.

Thank you,

Ferdi1701

Dear Jean,

Thank you for your message. I understand the 14-day rule. My withdrawals were requested on 22/08/2026, so 14 days will be on 05/09/2026. I will wait.

However please keep the complaint OPEN and note:

1. Spinrollz Support (Ticket #55465294, Lenni, 26/08/2026 14:40) confirmed: "Verification currently not required. We have only limited access to financial information and cannot give you a time frame."

2. Balance is 0.00€ since 22/08, status "In Bearbeitung" for 2x 500€ via Revolut Bank Transfer.

3. Casino now shows orange button "Alle stornieren - 1000.00€" to push me to cancel. I will NOT cancel - I want payment as originally requested.

4. Chat agents (Zina, Leona) only give template replies, no UTR, no date.

So KYC is not the reason. This is a pure delayed payment case. I have also filed with Anjouan Gaming Authority, License ALSI-152406028-FI2.

Please keep the case open until 05/09 and then intervene if still not paid.

Thank you,

Ferdi1701

> "Update 01.09. 08:29 - 500€ received from ZWART FINANCIAL LTD (PAYABL CY). Transaction 4bd67fba... settled. Second 500€ (90e746d2...) still pending. Will not close complaint until full 1000€ received."

Dear Ferdi1701,

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.

Dear Ferdi1701,

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,

Jean

Casino.Guru