The player from Germany faced significant delays in processing withdrawals, with the most recent request made on 12/30/01 still unpaid. He had three pending withdrawals of 500€ each, in addition to another 5000€, and received unhelpful responses from customer service regarding account activity that affected his withdrawal speed. The Complaints Team extended the investigation period, but due to a lack of response from the player, the complaint was ultimately rejected.
Need For Spin Casino - Player’s withdrawals are delayed.
Amount: €1,500
Need For Spin Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello,
I'm facing an issue where my withdrawals are being processed with delays. The last withdrawal was on 12/30/01 and it still hasn't been processed.
I have 3 withdrawals, and each time only one is processed very late.
At the moment, I have 3 withdrawals of 500€ each and an additional 5000€ that need to be paid out. How long am I supposed to wait? Several months?
Customer service says they are processing according to the queue.
I didn't accept that and contacted my personal manager there to ask if they could please expedite my withdrawal.
The response was very brazen, saying that I haven't had much account activity lately. They seemed to suggest that because I haven't made any deposits recently, they can't expedite it.
Automatic translation:
Public
Public
3 months ago
Dear kirschtorte,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
3 months ago
Translation
I am already fully verified.
The last payment was made on January 7th.
Automatic translation:
Public
Public
3 months ago
Thank you for your reply. As it has now been 14 days since December 30th, when you requested your cashout, could you please let me know if you have received any of your winnings?
