Free Spin Casino - Player believes that their withdrawal has been delayed.

I have been having issues with withdrawals from this casino. I went through KYC about 3 weeks ago and when that was completed, I requested my first withdrawal on 3/4. The max amount you can request at one time is $2000. So I requested $2000. The total of my balance in my account on 3/4 was $6749. Fast forward to today, I receive $1000 of my $2000 withdrawal request and the rest was put back into my account. So now there is $5749 in my account. I requested another withdrawal for $2000 and now I have to wait another 7 business days for that to be processed. This is not fair at all. I would like my money. All of it.

Dear Corona42,

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 Corona42,

Have you received your withdrawal from the casino yet?

i requested $2000 on 3/4. You can only request $2000 at a time. However on 3/13 they only paid $1000 of that $2000 withdrawal and returned the remaining $1000 to my playable balance. I made another request for $2000 on that same day and they said they would pay that on Friday. I’m curious if they are going to do the same thing, pay $1000 and return the rest to my playable balance.

They did reference as per their T&C, they can pay out in installments. However, since the withdrawal limit is so low to begin with, paying out in installments may result in taking 6+ months to get my money, which is not acceptable.

I also notice that they stripped my ability to use a bonus. Oh well, can’t say I’m surprised.

Can we wait until Friday to see if they pay out? If they don’t, we can proceed with this complaint. We may end up proceeding with this complaint anyways because it may be difficult to get all my money with them paying in drips and drabs, despite the mentioning that the maximum withdrawal you can request is $2000 a week(which I did request and did not get). Right now the outstanding balance is $5749.

Thank you for your reply, Corona42. I checked the General T&Cs and I found this:

Free Spin Online Casino allows a maximum payout of up to $2000 per week. VIP Players, enjoy a higher maximum weekly payout. For more information, please consult your VIP Account Manager.

Due to a third party processing policies and/or limitation weekly or monthly withdrawal amounts may vary. Please consult the table above for more information. Free Spin Online Casino reserves the right to send out the player’s winnings in installments. Installment amount is calculated in accordance to the player’s class. Player class is generally determined by depositing or the gaming activity of the player.

Of course, we can wait. In the meantime, I would like to gather more information about this case.

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I am about to follow up about my $2k withdrawal that I requested from 3/13 tomorrow as tomorrow would be day 7. I attached my payout history. The outstanding amount in my account is now $5749. $3749 is in the account waiting to be withdrawn, and $2000 is pending.

So an update, they paid me an additional $1000 and returned the rest to my account balance. Looks like this is going to be a piece meal affair.

I once again did another withdrawal for $2000.

Also I am now having difficulties with verification on their sister casino, TwoUp Casino.

Thank you very much, Corona42, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Additionally, if you experience issues with another casino, please submit a separate complaint as we are not able to contact two different casinos via one complaint thread. Thank you in advance.

Please put this complaint on hold for 7 days. I want to see what they pay out next, which I am anticipating will be Monday. If it's less than $2000, we will proceed. The ultimate objective is that their limit for withdrawals is $2000 a week. If they pay in installments, it should not be $2000 a week like they advertise.

Hello Corona42,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Free Spin Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

so the total still outstanding is $4749, and $2000 is pending withdrawal. It has been over 3 weeks since I requested my first withdrawal and only $2000 has been paid out so far. At this rate, it will take 9 weeks to get all money. I just want the process sped up. That’s all.

Today another $1000 was paid out. Remaining balance is $3749. At this point they are doing what they say in the T&C. You can close this complaint for now. If the payments stop then we can re-open.

Hello,

As it was mentioned above "Free Spin Online Casino reserves the right to send out the player’s winnings in installments. Installment amount is calculated in accordance to the player’s class. Player class is generally determined by depositing or the gaming activity of the player." After the first withdrawal was approved, we informed the Customer that his payments will be approved each Friday starting with following week as per personal schedule. It will take approximately 4 weeks to withdraw winnings in current conditions.

This is fine. Please close the complaint. Thank you.

Dear Corona42,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru