Spinrollz Casino - general discussion (page 2)

Hi, the bank tells me they don't know anything. I asked about the best method, but they haven't responded yet.

Okay, try waiting a little while to see what the casino says, and if they don't respond, I would try using the same method you've been using so far.

If the problem persists, we will try to assist you.

I'll wait for your next update.

I had a big win of more than €10,000 the maximum withdrawal limit is €500 per day and you can only make up to 3 pending withdrawals!

today it's been 4 working days and 6 calendar days and no withdrawal has hit the account, in the support chat, standard messages saying that the finance department is working on it! So yesterday and today I requested another 500 euros for a total of 1500 euros, and the first request was made 6 calendar days ago and nothing! I need this money urgently!

Hello, even though I understand your frustration and that you would like to receive your money as quickly as possible, unfortunately, it is not possible to speed up the process. Some casinos pay players a little late, sometimes due to the payment method causing delays in withdrawals and various other things. 

We give casinos 14 days to pay players, so I would definitely try to be patient because that's probably what you'll need most. 

What payment method did you use? 

The first withdrawal, which today is 6 calendar days later, was from NETELLER! And yesterday and today I requested it via bank transfer! But this one via NETELLER, today is the fourth working day and the 6th calendar day.

Yes, I have read that and I understand what kind of day it is, but as I said, it is important to be patient. 

If you still haven't received your money after 14 days, we will try to help. 

I know that delays in withdrawals are not pleasant, but sometimes these things happen. Try contacting support every two days to check on your withdrawal and keep a cool head; that's probably the only thing that will help at the moment. 

Ok, I'll wait the 14 days, if it's not resolved, I'll get back to you. Thanks for your attention 🙂

That's right, we'll wait for an update, hopefully a positive one, and you won't need our help.🙂☘️

Hello, today is 14 days, but 2 days ago, on the site appeared the option to send my documents, I am Brazilian, I live in Portugal for 3 years, but still due to the high demand of immigration and delays, I have not yet received my document, but there is the option to choose the country, I put Brazil and uploaded the passport, it was refused because they asked for a Portuguese document and proof of account I sent exactly what they asked for, extract with my full name and IBAN, and even so it was refused! SpinRollz is really letting me down with so much trouble!

Hello,

I believe it might be necessary to contact the support and discuss the country and your documents. If you don't clarify the situation, the casino might think your documents include a different country, and that will likely fail the checks.

I imagine the casino registration form does not include "do you live in the same country of residence?" tick, so I think it's good to settle that with the support. If you perhaps put Portugal while registering, it may cause those troubles now.

Did you try to talk that out with them, please?

I've already contacted support! In my registration I put the country I live in, Portugal, but as there is an absurd delay in the delivery of documents here, I still haven't received mine! I emailed them to explain the situation, and they told me that they need a Portuguese document, but I play in several casinos here in Portugal and I've never had this problem with withdrawals. I have my NIF (tax identification number), my work contract, my car document, my IRS (tax) declaration, all of which proves that I'm a regular resident here in Portugal!

Well, you see, this is precisely why I mentioned the registering form. You are supposed to put the country that is currently present in your documents, because the rules usually say the information will be verified during the KYC. I understand what you are saying, but as you can see, previous experiences in different casinos won't help much now. So, can you provide documents stating the country you put in while registering? That's the most pressing matter. If you are able to provide the documents but the casino is unwilling to cooperate, you may need assistance, as there could be an issue with the process.

If you are unable to provide the documents, it will complicate matters for you.

I recommend submitting the complaint, providing a full explanation of the matter, and allowing our mediator to determine if assistance is possible. The first step always includes clearing out all doubts and then the solution very likely emerges.

What do you think? https://pt.casino.guru/reclamacoes/submeter 👈

good morning, i'm going to wait a little longer before contacting the intermediary, because that night the identification document was accepted, but now they're asking for proof of address which i had already sent once and it had already been accepted and now they're asking for it again, i've already sent it and i'm waiting and i'll keep updating here, once again thank you very much for the support, i'll bring you updates soon.

Good day to you! Of course, no problem at all.

It seems that your efforts are finally starting to pay off; what great news this is!

Try to pass the process along, and I'll be around to check on you. If anything feels off, however, the complaint is an option.

Best of luck! 🤞

My proof of address has been under review at SpinRollz for five days now, with no response. This is the third time I've sent the requested documents.

My withdrawal has been delayed for almost 30 days, and I've had documents rejected 3 times without any explanation, and these are exactly the documents that the casino itself requests, such as the internet bill and the rental agreement.

I have now sent an official Portuguese document issued by Finanças, obtained after 3 hours of waiting and delays at work, which has caused me serious professional and personal problems.

Despite this, the analysis is still at a standstill, and so far I haven't received any feedback.

I just want to be able to make my withdrawal and end this situation as soon as possible.

The casinos aren't paying out, I've got withdrawals pending at 3 casinos and I've even stopped playing until I receive them all.

I received the return and even with an official Portuguese document, I had to queue for three hours and be late for work to try to sort it out! I feel like a clown, because I really don't know what to do anymore!

Hello,

you are not the only one who is confused. Luckily, you have submitted the complaint, which is the best you could ever do. Let someone else explain the situation and take a break if possible.

Have they also requested a verification from you, or is it not needed?