The player from Finland had issues with a delayed payment from an online casino, despite the casino's promise of payout within 36 hours of account verification. The player had requested the withdrawal on November 1st and the casino had approved her account documents on October 31st. However, the withdrawal was still marked as pending on November 8th, and the casino had reduced the withdrawal amount from six hundred to five hundred, with no explanation given. Despite our repeated attempts to contact the casino for a resolution, there was no response. The casino operated without a valid license and didn't refer to any ADR service, hence there was no gaming authority to turn to. Therefore, we had to mark the complaint as 'unresolved'. We advised the player to choose casinos based on their reviews and ratings in the future to avoid such situations.
Houseofspins Casino - Player experiences prolonged payout delay.
Black points: 146
Amount: €600
Houseofspins Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
The casino promises to pay out winnings within 36 hours of account verification. However, 10 days have already passed. I have sent messages and they promise to pay immediately, but no money has been paid. They say they are busy.
Dear Tikymy,
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,
Kristina
Dear Tikymy,
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.
Thank you for your reply, Tikymy. Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Hi, I requested withdrawal on 1.11, they announced on 31.10 that my account documents have been approved. Today, I sent a message from the link on their website to complaints@houseofspins.com, where complaints about payments could be sent. I got an email from complaints@gxmblp.com that they can't find my account, it's the wrong casino.
The whole casino seems to be a scam.
Tiina M
Hello, I have not made any withdrawals from that casino before.
Tiina M
Thank you very much for your reply, Tikymy. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
It is marked as pending. 8.11 they dropped the amount from six hundred to five hundred, have asked why but have not answered.
Thank you very much, Tikymy, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi Tikymy,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Houseofspins Casino, I'd like to invite you to participate in the resolution of this complaint. Could you please share more information regarding the case? Would you please explain why the withdrawal request is still pending? When can the player expect it to be processed?
If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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.
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,
Natalia
