The player from the United States had been waiting for three weeks for Houseofspins.com to process his withdrawal of USD 57. Despite his account having been verified, the withdrawal had not been processed. The player had confirmed that the winnings were accumulated with a deposit bonus and it was a Bitcoin withdrawal. We had attempted to contact the casino multiple times but received no response. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to appeal to. Consequently, we marked the complaint as 'unresolved'.
Houseofspins Casino - Delayed withdrawal at Houseofspins.com.
Black points: 20
Amount: $57
Houseofspins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.9
Houseofspins Casino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
11 months ago
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1 year ago
Hi, Houseofspins.com did not process my bitcoin withdrawal for $USD57 dated 11/14/2023. I would like Houseofspins.com to process my withdrawal request. My account is verified.
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1 year ago
Dear tableplay,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Yes, that's right, it's still pending in the account since the time of the request on November 14th, 2023. Keep in mind it is a bitcoin withdrawal please. I do not know if it is an internal issue or related to my account. The winnings were accumulated with a deposit bonus.
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1 year ago
Thank you very much, tableplay, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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1 year ago
Dear tableplay ,
My name is Mirka, and I will be assisting you in solving this case. I will try to contact Houseofspins Casino representative and inform them about this complaint.
Best regards,
Mirka
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1 year 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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11 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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11 months ago
Dear tableplay,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
