Hold'N'Spin Casino - Player believes that their withdrawal has been delayed.

Will not respond to email, group chat feature. I am waiting withdraw winnings from the monthly tournament of $400 pound

Dear shannand83,

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 shannand83,

Have you received your withdrawal from the casino yet?

No and all emails and telegram messages are ignored. I have a program that shows me when recipients open my emails. They are reading them but not replying.

Thank you for your reply, shannand83. 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 have made a number of successful withdrawals and my payment method is still the same. I’m still waiting

And no I did not use a bonus. I’ve loved this casino I am shocked and disappointed

Could you please advise when exactly you received the last successful withdrawal and how many days it took to be processed? What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, if possible, please post a screenshot of your withdrawal history here in this thread.

Dear shannand83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I’m waiting on 2 withdrawal. They have emailed about kyc but I’ve had several withdrawals in the past. The fine print stipulated which gaming providers were restricted from certain countries. Australia was not restricted from betsoft so I only played betsoft games on that site.

Thank you very much, shannand83, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you shannand83 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hold'N'Spin Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

It has been resolved I finally received payment

Dear shannand83,

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,

Peter