HomeComplaintsFreeSpino Casino - Player's payout is delayed due to technical issues.

FreeSpino Casino - Player's payout is delayed due to technical issues.

Black points: 743

Amount: 1,500 CHF

FreeSpino Casino
Safety Index:Below average
Submitted: 10 Jan 2024 | Unresolved : 29 Feb 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

8 months ago

The player from Switzerland had been waiting for his payment for two weeks despite the casino's claim to have processed payments within 48 hours. The payment request had been canceled twice due to a supposed technical error. This had been the player's first withdrawal attempt. The player had provided all the necessary communication between him and the casino's customer support. Despite our efforts to contact the casino, there was no response. We learned that the casino had been closed. We had advised the player to contact the licensing authority, the Curaçao Antillephone N.V. Due to the lack of cooperation from the casino, we marked the complaint as 'unresolved'.

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10 months ago
Translation

They claim to make payments within a maximum of 48 hours. I've been waiting for 2 weeks now and the payment request has been cancelled twice. The reason for the cancellation, they say, is a technical error. Hahaha.

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10 months ago

Dear nsL71234,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with FreeSpino Casino.

Have you made any successful withdrawals before?

Have you discussed the issue with your withdrawal with customer support? Is the technical error temporary? Have you been suggested using a different withdrawal method?

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

Best regards

Veronika

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10 months ago
Translation

No, I haven't made a withdrawal yet.


The technical error is of course just an excuse.

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10 months ago

Before we move forward with the case, could you please forward all the relevant communication between you and customer support to veronika.l@casino.guru? Thank you.

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10 months ago

did it

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10 months ago
Translation

They ignore all emails and canceled my withdrawal request again. It's sick that these losers can pull shit like that.

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10 months ago
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Is anything else being done here or why is no one answering here?

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10 months ago
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Can I help you? I would like to have the problem solved quickly.

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10 months ago

Thank you very much, nsL71234, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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10 months ago

for no reason….

Just tell me how I can contact them I don’t have time for that….

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10 months ago

Hello there,

Thank you nsL71234 for providing us with all the information. I want to give you a quick explanation as to how our service works. We are not affiliated with the casinos we work with - we're an independent database of online casinos and therefore we have to make the effort to contact each casino individually. This understandably takes some time so as you may have noticed we have a timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 800 complaints simultaneously, necessitating thorough investigation and analysis for each case. I hope that makes it clear and I hope we will be able to resolve this issue together!

I would now like to ask FreeSpino Casino for their help in resolving this complaint. We would like to know why what is the issue with the withdrawal and how we can help resolve it.

Thank you!

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10 months ago
Translation

I get it, it's just very frustrating that there are so many casinos that just want to scam you. I just don't understand how a business that makes a profit either way has to scam their customers like this.


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10 months ago

what will we do if they are not answering?

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10 months ago

According to the information from a casino affiliate, the casino has been closed. If the casino doesn't honor your withdrawals I would recommend contacting the licensing authority the casino operates under. In this case, it's regulated by the Curaçao Antillephone N.V. (complaints@gaminglicences.com) so I recommend you submit a complaint to them. The Gaming Authority has more options and tools to help players.

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10 months ago

Thats just crazy………… I hope those mf need to go to prison

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10 months ago
Translation

How long will it normally take for them to respond?

Will this solve the problem?

Is it possible that the casino still responds? Surely it can't be that my money is simply stolen?

Meanwhile, by ignoring all the emails, I even expect more than the money I deposited!!

Automatic translation:
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10 months ago

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.

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10 months ago

wdym???

So I will just lose the money??????

Thats a fucking robbery.

does the licensing authority normaly answer or not?????

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10 months ago

and btw. why are you saying „may negatively affect its rating." How does the rating matter when the casino is already closed??? 😂

Just tell me how I can get the money

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10 months ago

Dear nsL71234, we are an independent online casinos database which acts as a mediator resolving players’ disputes. If the casino chooses not to respond I’m afraid there is not much that can be achieved from our side. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

As for the Licensing Authority, Curacao licenses are what we call passive regulators which means that they do not actively update players on the state of the investigation. As some changes are happening in the Curacao gambling legislation it may affect the time it takes for the authority to respond. Thank you for your understanding!

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9 months ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, and I am sorry I could not be of more help on this occasion. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you'll receive a response from the Licensing Authority please let me know through my email. (peter.c@casino.guru)

Best regards,

Peter

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