Hold'N'Spin Casino - Player's withdrawal of winnings has been delayed.

I won 950 €, on this casino. But haven’t recieved My winnigs yet. Its been 6 days now, and no reply from the casino at all. And I can’t use the casino site. Only log-in.

Dear Jaaccon,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello Veronika.

Thank you for open my complaine!

The thing is whit this casino, is that they don’t reply at all in e-mails. And that I can’t use the casino site. I’m not the only one whit problems in this casino. A Lot of people can’t use the casino site, at this time.

I pass the KEY long time ago, and also got my winnings back then. Many people haven’t heard from the casino in a week now, and din’t receive there winnings. Its very frustrating that they don’t reply to You’r e-mails. Or at least report if there was some technical problems whit the site.

My payout has not been processed yet to skrill, from the casino. And when they don't answer I get worried. And when I can't use the casino site at the same time

Regards

Rikke

Thank you, Jaaccon, for your response.

We've recorded several complaints from players in recent days. It seems that depositing, withdrawing, playing games and even registration are disabled for now. We're actively trying to get in touch with the casino representatives and see what can be done.

Before we move forward with your case, do I understand correctly that you made successful withdrawals from Hold'N'Spin Casino in the past and that your account is fully verified?

Yes that is correct. My account is fully verified. And I have made withdrawals before without problems. The casino still does not respond to my emails, and the site cannot be used. They also haven't approved my payouts yet, after 12 days.

Thank you very much, Jaaccon, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hello Jaaccon,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hold'N'Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Hold'N'Spin Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Hello Thomas.

i just received my winnings today from the casino, thanks for helping me!

regards Rikke

Dear Jaaccon,

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,

Tomas