Spinfellas Casino - general discussion (page 2)

So you're telling me that the casinos have more rights than the players? You state that the verification process needs to be completed first, but you don't specify a timeframe. Does that mean you could take a year, or what are you trying to tell me? I find your statement "The payout will be made once the verification is complete" inappropriate. The timeframe is crucial here, and I repeat, what verification process takes so long? What exactly is being verified, by whom, and why does it take so long? I can gladly handle the verification myself; it'll be done in 5 minutes...

A little more detail, please.

Deposits and withdrawals are indeed different, but nothing is checked during deposits; only withdrawals are, and even then, it takes a considerable amount of time. Compared to the two, this isn't fair or legal. It's simply a bank transfer, just like a deposit is a transfer to the player's account.

Hello Ihsan,

First of all, we would like to sincerely apologize for the delay and any inconvenience caused.

We have attempted to process your payment. In your case, deposits were made via instant bank transfer, but the withdrawal is to be made via bank transfer. Since withdrawals must be processed using the same payment method as deposits, we require confirmation that the instant bank account belongs to you.

Therefore, we ask you to send us proof of ownership for your instant bank account.

We would like to clarify that the problem was not caused by us, but by missing information during payment verification.

Once we receive the document, we will process your payment immediately.

Thank you for your patience and understanding.

Please look at what's going on here, it's unbelievable! I sent them a bank statement. I've never experienced anything like this in my life. What kind of statement is that? An instant transfer comes from the same account as a regular bank transfer. I don't understand what this is all about.

Good day,

I have since contacted my bank. They confirmed that the deposit was not processed via Klarna or Sofort as a payment service provider, but rather as a normal real-time transfer from my bank account.

Presumably, the payment was incorrectly classified as an instant transfer due to the intended purpose.

I have already attached the proof from my online banking. This shows that the payment was made directly from my personal bank account.

I therefore ask you to review the process again, correct the payment method accordingly, and release my payout.

I ask you, how can it be that a finance department is deliberately looking for errors to prevent payment? Now it will take days or even weeks. Surely the finance department should be able to sign off on something like this. Why is this message being sent? Why isn't the payment simply being made?

Hello, it seems to me that you have successfully passed the check, which was originally the problem. Am I correct? From the other posts I conclude that you are now waiting for the money to come.

I understand it is not as smooth as expected. All those questions make sense, but there is no concrete answer on a public forum. The casino needs to explain, so please forward those questions to casino support. I hope it will be resolved soon.

That took far too long. I definitely won't be depositing any more money there. I still wouldn't recommend this casino to anyone because of the excessively long waiting times. It's not in the players' best interest.

In 2026, a payout and verification must be completed within 1-3 business days. Any delay must be justified, technically sound, and no irrelevant information should be shared.

LG

I understand you, especially if this was the very first experience of that kind. I tend to approach negative situations as you do, but I may say one thing: I guess you now know that it does not matter much what you believe that must be, but how each casino is effective. 🙁

One way or another, I hope this was your last negative experience.

Twelve days for a bonus review is the bit I’d keep pressing on. If they’ve already verified the account, they should be able to say what they’re actually checking instead of hiding behind a generic finance-team line. I’d list the withdrawal date, when docs were approved, whether a bonus was involved, and the exact wording they sent back. Once the timeline is clean, the excuses usually look a lot thinner.

I want to file a complaint with Spinfellas. I had a withdrawal of 1400 and I specifically requested via chat that they cancel the withdrawal option. They told me via chat that it wasn't possible. According to their responsible gaming policy, they should have honored my request. I ended up canceling the withdrawal. I complained again via chat about this and they told me I hadn't asked for it, that I could request cancellation of that option by email. They lied to me. They caused me harm and didn't comply with my responsible gaming policy. How can I get that amount refunded?

I've already filed a complaint. I asked them to cancel the withdrawal cancellation option via chat, and they told me it wasn't possible. I lost my €1400 withdrawal because it took several days to process. Then they told me via chat that I could have canceled that option by email. I want my €1400 back because they violated the responsible gaming rules.

I am really sorry that you were unable to keep your withdrawal until it gets processed. Sometimes it can take a bit longer, you know, especially if there is a verification in the middle, or even if the casino has to deal with many withdrawals at once.

How long exactly did you actually wait, please?

Also, if the casino doesn't know about your gambling issues, they are unable to help you in any way, unfortunately.

So, I am not sure we will be able to help you here because the casino is not responsible if their player loses their money by playing, as happened in your case.

The problem isn't that they didn't do it. I don't know if I've explained myself clearly. The problem was that the chat agent told me that I couldn't remove that option, violating responsible gaming, and then a few days later they told me that they hadn't said that, and that it could be removed by sending an email. I have screenshots of all the chats; it appears there was negligence on the part of the person who assisted me in the chat. And for that reason, they have to take responsibility and reach a fair agreement with me. I have good lawyers. And it's a sure win. But I wouldn't want it to come to this; the chat agent could even lose their job. So if you can't help me, please let me know.

Unfortunately, I can't say whether we can help you. You actually need to wait for your complaint to move forward.