The player from Germany was waiting for their withdrawal of 1920€ after a two-week delay. Despite having completed the KYC verification process and resolved an issue with their phone number, the casino's live support simply stated that the withdrawal had been forwarded to the Finance Department. We had attempted to contact the casino on the player's behalf but received no response. As the casino was operating without a valid license and didn't refer to any ADR service, we were unable to escalate the issue to a gaming authority. The complaint had been marked as 'unresolved'.
Houseofspins Casino - Player's withdrawal has been delayed.
Black points: 168
Amount: €1,920
Houseofspins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 months ago
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5 months ago
Translation
I had claimed a bonus quite a long time ago that offered 260% on the deposit, with a wager of 20x the deposit plus bonus and a maximum of 10x the deposit as cashout. I deposited 192€, and wagered it all within one night. However, I mistakenly requested a 2k withdrawal, as I hadn't noticed that 8€ in fees had been deducted from my 200€ deposit. During the withdrawal process, I received a notification advising me to send an email for KYC verification, which I did. The casino automatically adjusted my withdrawal to 1920€, and upon my inquiry via the live chat, the verification was confirmed.
Furthermore, I experienced an issue with my phone number; even though I used the +49 country code for Germany, it still wasn't matching up. I couldn't adjust this in my profile, but the Chat Support was able to promptly assist me. Since then, whenever I'd query about my cashout, the Live Support could only inform me that it was being forwarded to the Finance Department. It's been over 2 weeks now and naturally, I'm starting to have my doubts. All of this should typically not affect the withdrawal process, and it was never mentioned or identified as a problem whenever I raised it.
Automatic translation:
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5 months ago
Hello DavidScatter,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with House Of Spins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hello Nick,
I received an email from House of Spins stating that my documents were complete and verification would take a maximum of 3 days. When I asked in the chat whether I should send more things for verification or whether everything was okay, I was informed that I had been successfully verified. However, I did not receive a corresponding email or other confirmation.
The first application for the payout was on November 8th, 2023.
Best regards
DavidS****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Thank you DavidScatter for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Hello DavidScatter,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Houseofspins Casino to join the conversation and participate in the resolution of this complaint.
Dear Houseofspins Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
Casino.Guru
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5 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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4 months ago
Dear DavidScatter,
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,
Tomas
Casino.Guru
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