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Hello, I've just read the complaints and would like to open a complaint in advance because I think I'll have problems as well. I've requested the first €500 for withdrawal and still have €5,500 in my account. Since the withdrawals take a very long time and are sometimes very difficult, I'll be busy with this large amount for a while. I hope for your support. I'll now wait seven days to see if the first withdrawal actually goes through. If not, please support me. Thank you.

Hallo ich habe soeben die Beschwerden gelesen und möchte vorab schon mal eine Beschwerde öffnen weil ich denke, dass es bei mir auch Probleme geben wird. Ich habe die ersten 500€ zur Auszahlung beantragt und habe noch 5500€ auf dem Konto. Da die Auszahlungen sehr lange dauern und zum Teil sehr schwierig sind, werde ich mit diesem hohen Betrag eine Weile beschäftigt sein. Ich hoffe auf Ihre Unterstützung. Ich werde nun 7 Tage warten ob die erste Auszahlung tatsächlich erfolgt, wenn nicht bitte ich Sie mich zu unterstützen. Danke

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.

• Have you made any successful withdrawals from the casino in the past? Since when is your current request
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your ongoing withdrawal request or your most recent

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Thomas, thank you for your reply. I haven't made any withdrawals yet; these are my first. I currently have two €500 withdrawals pending. I haven't completed the KYC verification yet; the casino doesn't allow uploading documents. Only after receiving an email request. But that hasn't arrived yet. And I haven't claimed any bonuses; I've only played with my own funds.

Thanks

Clara

Hallo Thomas, vielen Dank für deine Antwort. Ich habe noch keine Auszahlungen getätigt, das sind meine ersten. Aktuell habe ich zwei 500€ Auszahlungen offen. Die KYC Verifizierung habe ich noch nicht gemacht, das Casino ermöglicht es nicht Dokumente hochzuladen. Erst wenn eine Anfrage per Email kommt. Diese kam aber bisher nicht. Und ich habe keinen Bonus in Anspruch genommen, nur mit eigenen Mitteln gespielt.

Danke

Klara

Hello, it's been a week now, and my withdrawals are still pending. Every day I'm notified that my withdrawals are now being processed. But nothing's happening. I was worried things wouldn't go well.

Hallo, es ist nun eine Woche vergangen und meine Auszahlungen stehen immer noch aus. Jeden Tag wird mir mitgeteilt, dass meine Auszahlungen nun bearbeitet werden. Aber es tut sich nichts. Ich habe es befürchtet, dass es nicht gut laufen wird.

More days have passed, and still no money has arrived in my account. Meanwhile, I'm being told that there has been a high volume of withdrawals, and there have been delays. I'm getting very impatient. Please help me.

Es sind weitere Tage vergangen und immernoch ging kein Geld auf meinem Konto ein. Mittlerweile werde ich vertröstet, es sei ein hohes Aufkommen an Auszahlungen eingegangen und es kam zu Verzögerungen. Ich bin langsam sehr ungeduldig. Bitte helfen Sie mir

I fully understand your frustration. I will set the timer for an additional 4 days to allow the casino two full weeks to process the payment. If there’s no development by Thursday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

There's no sign of a payout at all. The chat keeps saying there are delays due to the high volume of withdrawal requests. And I've received the same response via email. Every day I'm put off. No one can give me a precise answer.

Keinerlei Anzeichen von einer Auszahlung, der Chat schreibt immer wieder das es aufgrund hoher Anzahl von Auszahlungsanfragen Verzögerungen gibt. Und per Email habe ich die gleiche Antwort bekommen. Jeden Tag werde ich vertröstet. Keiner kann mir eine genaue Angabe sagen.

So, as expected, no money has been deposited into my account. Every day I'm told my money is safe and I just have to be patient. I currently have two €500 withdrawals pending. I haven't even been asked for verification or received an email about it. I'm annoyed that I fell for this. Please help me.

Also wie vermutet ging kein Geld auf mein Konto ein. Jeden Tag werde ich vertröstet und es heißt mein Geld ist mir sicher ich muss mich nur noch gedulden. Ich habe aktuell zwei Auszahlungen offen a 500€. Ich wurde noch nicht einmal nach einer Verifizierung gefragt oder diesbezüglich eine Email erhalten. Ich ärgere mich, dass ich auf sowas reingefallen bin. Bitte helfen Sie mir

Dear Casino Guru team, please help me. I still haven't received any money in my account. I've been waiting since August 14th.

Thanks

Liebes Casino-Guru Team, bitte helft mir. Nach wie vor ging kein Geld auf meinem Konto ein. Ich warte bereits seit dem 14.08..

Danke

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Klares488,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinsy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Klares488,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Spinsy Casino team

Thank you so much, Martina, for your support!

Dear Casino Spinsy,

I've been getting this response in live chat for 10 days now. I've never had to wait so long for my payouts. I'm starting to lose my comprehension.

Greetings Klares488

Vielen lieben Dank Martina, für deine Unterstützung!

Geehrtes Casino Spinsy,

diese Aussage bekomme ich im Live-Chat bereits seit 10 Tagen. Noch nie musste ich so lange auf meine Auszahlungen warten. Ich habe so langsam wenig Verständnis.

Grüße Klares488

I've been waiting since August 14th, which is 20 days already. And every week there have been different reasons.

Seit dem 14. August warte ich nun, das sind schon 20 Tage. Und jede Woche gab es andere Gründe.

Dear Klares488,

We kindly inform you that your withdrawal requests were successfully completed from our side.

Please note that bank transfers may take some business days to reflect in your account, depending on your bank’s processing time.

Thank you for your understanding and cooperation.

Kind Regards,

Spinsy Casino team

The money has arrived, thank you very much!

The complaint can be closed, dear Martina, thank you for your help.

Best regards

Das Geld ist angekommen, vielen Dank!

Die Beschwerde kann geschlossen werden liebe Martina, danke für deine Hilfe.

Liebe Grüße

Thank you both for cooperation! I very appreciate it!

Dear Klares488, that´s wonderful! I'm so glad to hear that your money has arrived! I'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,

Martina

Casino.Guru