Irish Spins Casino - Player’s withdrawal has been delayed.

Hello,

I have requested my first withdrawal on 23/02/2021

I have been told that I need to submit documents for KYC check

I did submit all required documents

Still don't have KYC outcome

The withdrawal has been withhold.

I have submitted formal complaint on the 7th of June still don't have final response

As it has been nearly 6 months from the time I have requested my first withdrawal I do have my concerns.

On 7th of August I have requested withdrawal again as the money reapper on my player account

I have contacted the Customer service to confirm how long I need to wait for withdrawal

Have been told that I have to wait up to 3 days for withdrawal and up to 5 days for clear payment

I have requested withdrawal on to my PayPal account

I'm very disappointed with the service I have been provided

The withdrawal is still pending?

I hope you can help me out

Dear Marcel1231,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you haven’t received confirmation regarding successful KYC to this day?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Dear Kristina,

Yes I have not received any confirmation regarding my KYC check

I will forward you all relevant information

Dear Kristina, 

I have forwarded you all relevant information 

If you need more evidence please kindly let me know

I have won total amount in multiply attempts not as one

Thank you very much Marcel1231 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marcel1231,

I'm Nick and I'll be assisting you from now on in your case. I'll now try to contact the casino and let them know about your issue.

Hi Nick,

Thank you very much for taking my case

All I need to know if they breached their own terms and conditions by holding onto withdrawals for an unreasonable time without reason?

I look forward to hearing from you

Dear Marcel,

Unfortunately it is not really considered as breaching terms if the withdrawal takes longer. There are many aspect of a withdrawal - verification, real or bonus money, checking the player's account, processing the withdrawal, bank/country of resident. We got in touch with the casino however we didn't get any closed info regarding the case for now. Will be extending the timer by 7 more days to give the casino enough time to check the case.

Hi Nick,

I do understand that they have to do KYC checks

What I don't understand why took them nearly 6 months to reply that they are not satisfied with the KYC check !!!

At one point I have been told that my account has been restricted and I could still deposit the money and play on their website?

Unfortunately, the casino did not provide us any additional information since then. We will be keep trying to get some more information about the case. Extending the timer by 7 more days. However, if they will fail to provide any respond, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.

I'm not surprised

They have no justification whatsoever.

They have ask me to send same documents already sent 6 months ago!!!

Hello Marcel,

Sorry for the late response but we wanted to go through your case with our team. We got in touch with an affiliate from the casino. However, they completly ignored the case and did not wish to cooperate in resolving it. We would still like to try to contact the casino direclty as the affiliate was not cooperative. I hope we will be able to reach someone who is willing to help otherwise the casino's rating will be hardly punished as it is unacceptable that your are not verified after 6 months.

Thank you for your patience in advance.

Regards,

Nick

Thank you Nick,

I hope they rating will go down to 3.

Hi Nick,

I hope you are well

Did you manage to contact them

They telephone line is close

And they not replying to my emails

Thank you

Hello Marcel1231,

Unfortunately no, no answer at all. I'm really sorry that it couldn't be solved. We are going to discuss with my team what punishment of rating will the casino get on Wednesday. However, the complaint will be closed as unresolved as we haven't receive any answer at all. Will be closing the complaint during next week after we decided the rating deduction of the casino.

Regards,

Nick

Ok

That's fine

Thank you for trying

I hope they will be punished and they rating will go down significantly

I will also spread the word in media regarding my case

I'm afraid I will have to go to Court

Thanks

Hi Nick,

My I know the name of affiliate you have been in contact please

Was it Daniel?

I do have some useful information

Contact number and emails to directors

They are dormant company at the moment

Thanks

Hello Marcel,

Please send forward anything you have to nikolas.b@casino.guru.

Regards,

Nick

Hi Nick,

Email has been sent

Thank you

Hi Nick,

Did you manage to contact them

They are moving to new platform

I think activewin

I look forward to hearing from you

Thanks

Unfortunately not yet, but we are keep trying. I'm certainly sure that if they are migrating the casino to a different one, it will be even harder to reach them or get any answer from them.

Hi Nick,

I'm aware of that

I did submitted all documents as required.

Did not heard back from them yet

Thank you for trying anyway

Did you ever experience that the casino don't want to reply for the complaint?

Thanks

Hello Marcel,

Unfortunately, there is no answer at all. To answer your question - yes, it is very common that we do not get any answer from the casino. Some of them just do not care about their reputation and some of them just handling their problems on their own and are not willing to respond to complaints on our site. As mentioned before, we will be now forced to close the complaint as unresolved which may affect the casino's rating in a negative way. I'm sorry that we could not help you resolve the case but we won't let it be without any punishment to the casino. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Regards,

Nick

Casino.guru