Koi Spins Casino - Player believes that their withdrawal has been delayed.

i won quite a large amount and have been trying to withdraw, they told me max withdrawal each time is €400 and could take 36 hours, its now been a week,!!! My account is fully verified, as confirmed by live chat and email support.

when i ask what is the hold up they replied that is under further investigation in to gaming activity?! This is ludicrous,

i have won a massive amount of money, for me its life changing and should be able to withdraw it!

can you please help

Dear nattaliecoates,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

they have since changed my withdrawal to accepted, and then shortly after changed it to rejected! The reason or excuse they provided is pathetic .

i have since asked for a withdrawal to BTC wallet. But my own, not one they suggested i sign up to,

this is really beyond a joke, i have almost €29000 to withdraw, at this rate ill be retired by the time i get it!

Thank you for your reply, nattaliecoates. Do I understand correctly that you currently have one pending withdrawal for €500 requested to your bitcoin wallet? Does the casino only allow you to have one pending withdrawal at a time?

Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or post it here as previously.

Hi Kristina

i actually have had 2 successful withdrawals of €500 one via bitcoin and one via bank transfer so both work, and have two more pending, you can only have one pending at a time, and max in 24hours is €2000 withdrawn. However they are seeming to take 24-36 hours to be accepted,

im so happy, its made my year, sorry for the hasty complaining, its a long winded affair but I have gotten there in the end, i will leave an official review once all is withdrawn.

thanks again for all of your help

Could you please post here (or forward me) a screenshot of your cashier/withdrawal history?

there you go.

so of all the ones accepted, i have physically had 2 payments one in the bank and one via bitcoin

Do I understand correctly that all withdrawals are marked as accepted, but you have only received 2 of them so far?

Dear nattaliecoates,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.