MoreSpin Casino - Player's withdrawal is delayed.

Hello I have had issues with this casino for every withdrawal I made.

Originally I had over 8000 in the account but the casino only allows 3000 withdrawal at a time.

My first 2 withdrawals for 3000 took a combined total of 3-4 months to get paid. Now the last one has been processing for close to 7 weeks. According to their terms and conditions that is past the window where they claim a withdrawal can take.

I am asking for a line of communication to the casino as they are not responsive to my on chat nor on email.

Dear AkTatz009,

Thank you very much for submitting your complaint. I'm really sorry to hear about your negative experience with MoreSpin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

When was the last time you successfully communicated with the casino and what was it about?

Have you received any explanation about the reason why the withdrawals are taking so long?

Could you please advise us on the status of your latest withdrawal request? Do you see it as pending or processed in your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The last email I got was from the 6th of August

I tried chatting a few days ago but when the agent entered the chat and I asked about my withdrawal they just never answered.

The withdrawal shows as processing, what they tell me is:

I see that you have successfully requested a withdrawal.

I am sure our team will send it to your account as soon as possible.

Other than that, I cannot give you a specific time. Cashouts are processed by the Financial Team.

I am not getting any real answer as to what the issue is .. there really shouldn't be any

Thank you very much, AkTatz009, for providing all the necessary information. I will now transfer your complaint to my colleague Endri (endri.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, AkTatz009, 

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MoreSpin Casino's representative to join the conversation and participate in the resolution of this complaint. 

Dear MoreSpin Casino, 

Could you please state the reason why the player's withdrawal has not been completely processed yet, while the 2 first withdrawals have already been processed? What is the estimated time frame for processing the payment? 

Thank you in advance for providing the information. 

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.

So what happens now?

The casino just doesn't care?

Hello, AkTatz009, 

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. Please let me know if you need help with anything regarding the case or if casino will try to contact you (endri.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Endri from Casino Guru