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Dear Casino Guru Team,

I've been waiting for a payout for several days now. I made withdrawals on July 27, August 2, and August 3, but they're still being processed. Live support just keeps putting me off.

According to the Spinrollz website, verification isn't necessary. Other withdrawals of mine were completed within 3-5 business days. However, I've been waiting for the payout from July 27th for about 15 business days.

Attached, you'll find a response from support. This was also sent three business days ago.

Sehr geehrtes Casino Guru Team,

ich warte nun schon mehrere Tage auf die Auszahlung. Am 27.07., am 02.08. sowie am 03.08. tätigte ich eine Auszahlung, diese sind jedoch noch imme in Bearbeitung. Vom Live Support wird man nur vertrötest.

Eine Verifizierung ist laut der Seite Spinrollz nicht nötig. Andere Auszahlungen von mir waren nach 3-5 Werktagen abgeschlossen. Jedoch warte ich nun schon auf die Auszahlung vom 27.07. Seit ca. 15 Werktagen.

Im Anhang finden Sie auch eine Antwort von Support. Diese ist auch schon 3 Werktage her.

Hello,

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 better understand the situation.

• When was the last time the casino processed your payout?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share screenshots of your withdrawal requests? Share screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

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Hello, thank you very much for your quick reply. Unfortunately, I canceled the withdrawals and made another withdrawal, hoping that perhaps it had been overlooked, but even after 5 business days, the withdrawal hasn't been paid out. I didn't play with any bonuses.

The last payment of 400 euros was made on April 19th.

Hallo, vielen Dank für Ihre schnelle Antwort. Ich habe leider die Auszahlungen storniert und nochmals ausgezahlt in der Hoffnung das es vielleicht übersehen worden ist jedoch wurde diese auch nach 5 Werktagen nicht ausgezahlt. Ich habe mit keinem Bonus gespielt.

Am 19.04. wurde das letzte Mal 400 Euro ausgezahlt.

Thanks for your reply.

Did the casino process your payout yet?

If the issue persists, kindly share the withdrawal request screenshots as evidence to my email at tomas@casino.guru

Thanks in advance for your reply.

Hello Tomas,

I just sent you the screenshots.

Best regards

Clemens ****

Hallo Tomas,

habe dir eben die Screenshots gesendet.

Mit freundlichen Grüßen

Clemens ****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much. I look forward to hearing from you.

Vielen Dank. Ich freue mich von Ihnen zu hören.

Dear Cees04,

I am so sorry to hear about your problem with the Spinrollz Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinrollz Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinrollz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Cees04,

We would like to inform you that we are looking into your request. We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance

Kind Regards,

Spinrollz Team

Hello Spinrollz Casino,

Thank you for joining the conversation!

Could you please inform us when you have any update regarding this complaint?

Thank you in advance.

Kind regards,

Igor

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cees04,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor