Houseofspins Casino - Player’s prolonged withdrawal process.

Hallo,

ich warte bei diesem Casino seit mehr als 3 Wochen auf meine Auszahlung. Auf mehrmalige Nachfrage kommt immer die gleiche Antwort und zwar, dass man gerade alle noch offenen Auszahlungen abarbeite. Ich denke dieses Casino ist Betrug. Auch der affiliate streamer hat bislang über die Managerin keine Lösung finden können.

ich hoffe, dass sie mir helfen können.

Viele Grüße

Dear masa341,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Bislang habe ich keine Auszahlung von diesem Casino erhalten. Die Verifizierung ist schon längst erledigt, das wurde mir vom Casino auch so bestätigt. Ich habe mit Bonus gespielt, hatte nach Wager circa 4K Euro auf dem Konto, da die maximale Auszahlung das 10x der Einzahlung ist, wurde auf 3,58K gekürzt

Thank you very much, masa341, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear masa341,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite House of Spins Casino representative to join this conversation.

Dear House of Spins Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

We would like to ask House of Spins 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 will have a negative impact on the casino's rating.

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.

Dear masa341,

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

Casino.Guru