Houseofspins Casino - Player's withdrawals have been delayed.

Hello, the Casino communicates with me in part, i.e., only via chat operators, and I seldom receive an email from the financial department with the usual excuse that they are delayed in making payments. At this point, I no longer believe them, their response is just an excuse. There are two withdrawal requests: the first one on 01.12.23 and the second one on 11.12.23. The first one is for €150 and the second one is for €210.

Thank you very much .

Dear Stefy0,

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? 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,

Kristina

Hello kind Support

I deposited and played with it a bonus, passed the verification test of my account, kyc etc.

I have never made withdrawals before.

Thank you very much, Stefy0, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Kristina thank you so much 🥰

Hello there,

Thank you Stefy0 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you!! you are UNIQUE, I have always appreciated your work ❤️

Dear Guru, is there any news with the House Of Spins casino?

A thousand thanks

Dear Stefy0, I have contacted the casino affiliate and am currently awaiting a response. I would like to ask you to please refrain from sending daily messages asking for updates. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 1000 complaints simultaneously, necessitating thorough investigation and analysis for each case. Thank you in advance for your cooperation!

Sorry if I wrote a message.... thank you very much

Hi, I'm just writing to let you know that I've noticed a change in my withdrawal request screen, plus it's updated with today's date, I'll send you a screenshot, I hope it's positive

Thanks for the attention

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.

Hello, I am sending you screenshots of the payouts of the respective winnings

Thank you very much for the attention

Above mentioned: MY DEPOSITS

(not payments)

Dear Stefy0, 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. The casino displays a license but from our review, it seems to be fake.

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