Nitrospins Casino - Player’s withdrawal has been delayed.

I Requested a withdrawal of 300euro 2024-04-17. I still haven't recieved it and only get the same copy paste answer from them every time I ask.

Dear Veven, 

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, 

Veronika

No ,this was my first withdrawal!

I have passed the KYC verification.

I used a bonus and met all their terms.

Could you please send me the screenshot or the link to the bonus you activated and played with?

Also, kindly forward me all the communication between you and the casino customer support along with any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you.

I used their welcome bonus, I cant access their website at the moment so I cannot provide screenshot of that

Thank you very much, Veven, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Veven for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nitrospins 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!

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.

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. 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 might 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. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. The next step would be contacting the Curaçao Interactive Licensing Gaming Authority itself (info@curacaolicensing.com). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter