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Have been waiting since last Monday 9 days now have provided daily bank statements proof of account details still not been paid they say it has been paid but it has not on there photo it shows processing and also says oska payment but has not been paid

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Dear Jojojojo76,

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 Jojojojo76,

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 thankyou for replying it still has not been paid still been sending bank statements they are now saying my bank blocked the payment but is not true.

I can provide screen shots of what has been corresponded if u like

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Sent responses to your email im not great with technology so please let me know if you havnt received i sent it all last night. I really appreciate u looking into this for me

Hi just sent u sone emails with more recent conversations between myself and syd spin

I have received your email. Thank you for sending your correspondence with the casino.

For transparency reasons, I will paste your answers here in the complaint thread.

Have you made any successful withdrawals before? Yes many of times i am a platinum member with them.

Could you please confirm that you have passed the KYC (Know Your Customer) verification? I have supplied them with plenty of proof

Have you accumulated your winnings with or without an active bonus? Without bonus

Dear Jojojojo76,

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, Jana, (jana.k@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,

Jean

Thankyou

Dear Jojojojo76,

My name is Jana, and I will be your point of contact as we work together to resolve your complaint. I sincerely apologize for the inconvenience caused by the delay in your withdrawal. I will reach out to the casino on your behalf and do my utmost to expedite the resolution of this issue.

Additionally, I would like to invite a representative from SydSpin Casino to join this discussion in order to assist us in addressing your complaint.

Dear Casino Representative, could you please provide clarification on the reason for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation and support in resolving this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have made several attempts to contact the casino, but unfortunately, I have not been successful. I understand that without their cooperation, there is limited progress we can achieve in this matter. As the casino is operating without a valid license and does not provide any alternative dispute resolution (ADR) service, we currently do not have a gaming authority to approach for assistance.

I will be marking your complaint as "unresolved" in our system. I realize this may not be the resolution you were hoping for, and I sincerely empathize with your frustration. However, the negative impact on their rating resulting from unresolved complaints may encourage the casino to re-evaluate their approach. Should the casino choose to respond, we will promptly reopen your complaint and notify you via email.

In the future, I recommend selecting casinos based on their reviews and ratings to help prevent situations like this. I truly regret that we could not provide more support on this occasion.

Best regards,

Jana