The player from Finland had submitted a withdrawal request for €1000 on 20.10.2023 but had not received the money as of 4.12.2023. The casino stated that there was a backlog whenever queried. The player had confirmed that he had not made any successful withdrawals before, had completed KYC verification, and his withdrawal was still pending. We had attempted to contact the casino multiple times to resolve the issue but received no response. As a result, we had to close the complaint as 'unresolved', which negatively impacted the casino's rating. Unfortunately, the casino was not licensed, limiting further action.
Houseofspins Casino - Player's withdrawal has been delayed.
Black points: 211
Amount: €1,000
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.
2.5
Houseofspins Casino has a Safety Index of 2.5, 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
Translation
I submitted a withdrawal request on 20.10.2023 for €1000, which was the maximum withdrawal amount from the bonus, as I had deposited €100. However, I still have not received the withdrawal, and today is 4.12.2023. Whenever I have sent a message, the same reply comes back, stating that there is a backlog.
Automatic translation:
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12 months ago
Dear kaabo2001,
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 before? What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Could you please confirm that you have passed the KYC verification?
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,
Kristina
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12 months ago
Translation
I haven't made any successful withdrawals, I've done KYC and it's been approved and the withdrawal says pending
Automatic translation:
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12 months ago
Thank you very much for your reply, kaabo2001. Could you 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.
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11 months ago
Thank you very much, kaabo2001, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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11 months ago
Hello, kaabo2001!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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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
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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
