Houseofspins Casino - Player's payout is delayed.

I have not received my payout for more than 2 weeks

Hello Peter0202,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Houseofspins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello I have been verified before when I have received a payment from them before then I only waited a couple of days! I have used a bonus and I have talked to the casino basically every day since I made my withdrawal and they have said that they will take care of it as soon as they can! on Monday they wrote this Withdrawals are processed Monday to Friday - when the banks are operating, except for crypto transactions. So, it will be under review starting from today. thank you for your understanding as we address the backlog of payments. Rest assured, we're dedicated to resolving this issue and ensuring your payment is processed without further delay

but should also point out that I have heard from many people who waited considerably longer, up to 4 weeks for payment

Hello Peter0202 and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Peter0202 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Houseofspins 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!

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,

Peter