The player from Germany had been waiting for a payout of 500€ for several days from the casino. Despite his account being fully verified, he kept receiving the same response from the casino. The player had submitted his withdrawal request on March 14, 2024, and had not received his winnings even after 14 days. Despite multiple attempts by our team to contact the casino, there had been no response. Therefore, we had marked the complaint as 'unresolved', which may have negatively impacted the casino's rating. We had recommended the player to contact MADRE, an alternative dispute resolution service, and the Curaçao Interactive Licensing Gaming Authority for further assistance.
Nitrospins Casino - Player's withdrawal is delayed.
Black points: 130
Amount: €500
Nitrospins Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Nitrospins Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 months ago
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8 months ago
Translation
I won 500€ at this casino, but unfortunately, the payout has been delayed for days. My account is fully verified with this casino, and yet I keep hearing the same excuse over and over again.
Automatic translation:
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8 months ago
Dear Thent,
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
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8 months ago
Translation
Today I asked again and I always get the same answer
That can't be the case, people need to be protected from such casinosAutomatic translation:
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8 months ago
Translation
Today I asked again and the excuses are the same, only the wording has changed
You should warn people and set this casino's ranking to zeroAutomatic translation:
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8 months ago
Could you kindly specify when exactly you submitted your withdrawal request?
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8 months ago
Translation
I requested the payment on March 14, 2024
Attached is a screenshot that proves the withdrawal, even today when asked only to make excuses always the same they are scammers I appeal to the casino to behave honestly and pay out my winnings
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8 months ago
Could you please confirm if you have received your winnings now that it has been 14 days since you requested your withdrawal?
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8 months ago
Translation
To this day I only get excuses that I haven't received any money yet
They are scammers, I don't think they transferred my money, they are just ripping off the players. I received this email yesterday I hear that every dayAutomatic translation:
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8 months ago
Thank you very much, Thent, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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8 months ago
Hello Thent,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Nitrospins Casino to join the conversation and participate in the resolution of this complaint.
Dear Nitrospins Casino, could you please provide an update on the payment status?
Kind regards,
Dominika
Casino.Guru
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7 months ago
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.
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7 months ago
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I received this email
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7 months ago
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. We are unsure if the casino collaborates with the Curaçao Interactive Licensing Gaming Authority or MADRE, but it is worth a try. 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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
