FreeSpino Casino - Player is frustrated with the withdrawal delay and non-responsive support.

Firstly, it took 5 days to approve my submitted documents.

The casino then cancelled my first withdrawal because it was taking too long to process.

I then made a withdrawal immediately after and it has now been pending for 14 days, so they will probably cancel it too because it's been sitting for too long.

No one on the supposed 24/7 chat has ever responded.

If you email the support, it takes at least 24h for a response.

You did not respond at all to my recent emails.

I sent an email on 07/29 and have not received a response yet...

Freespino is owned by Versus Odds B.V. which has many casinos, I have played at many of theirs and have never had a problem. Always good support, but this casino has zero support, so I don't know what to do.

If they had written that it could take up to 3 weeks to process the withdrawal, I would have had something to go on, but now it says that it should be approved within 48h.

I need help.

Dear starletdx, 

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 understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello Veronica

I have never previously requested a withdrawal from this casino.

Received email confirmation from support that my account has been verified.

My profit is without active bonus.

/ Andreas

Could you please send the screenshot of your withdrawal here?

Have you received your winnings already or is the casino still unresponsive? Please let me know.

Hello

Believe it or not but 20 minutes ago my winnings were paid out!

Thank you for your help in this case.

Etc. Andreas

Dear starletdx,

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,

Veronika

Casino.Guru

We’ve reopened this complaint at the request of starletdx. The player sent us the following email:

Hello

The last time I contacted you, my withdrawals were marked as "successfully proceeded" but after 4 banking days I had only received €150 paid out of my original €1000.

I contacted support and asked why they didn't pay everything. And got the answer that they had problems with their payouts and that I have to request new withdrawals, see email

I then requested new withdrawals, but saved a little to play for. I managed to turn these into profit, so now I have a total of €1,800 waiting to be withdrawn (in addition to the €150 that I received)

but now the process is just as slow again, no response from support.

The new withdrawals have now been waiting for 3 days. I thought I would get priority withdrawals when they themselves had problems, but that doesn't seem to be the case.

attaching pictures of their comments on the withdrawals that were sent back, as well as on the ones that are now lying around.

don't know if you were in contact with them last time, but when the case was underway, it felt like something happened anyway.

Hoping for your help, feels like freespino's tactic is to wait it out so I'll reverse withdrawals and play the money away, as long as they wait long enough.

The first withdrawal I registered was 2023-07-17 of €1000, they are still not paid out, during the journey they have become almost €2000, but they could just as easily have been €0....

Got tired a long time ago, mostly because they don't respond to emails or live chat.

Hoping for your help

Dear starletdx,

could you please specify when exactly you sent the new withdrawal request?

How many withdrawal requests have you made?

Have any of the requests been approved by the casino yet?

Thank you for your response. I hope we will be able to help you as soon as possible.

Hello

Got word today that they have paid out my requested withdrawals.

But I will wait and see if the money comes into my bank account this time before I close the case.

Hello

The money from freespino has now entered my bank account.

So you can close the case

Many thanks for the help

/ Andreas Nilsson

Dear starletdx,

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,

Veronika

Casino.Guru