The player from Russia had experienced a delay in his withdrawal from the casino. Despite having successfully completed the verification process and having a previous withdrawal approved, his request made on 15.12.2023 had remained pending. The casino's support team had kept informing him that his application was being processed. The player later confirmed that he had received his funds. Consequently, the Complaints Team closed the case as 'resolved'.
SpaceWin Casino - Player’s withdrawal is delayed.
Amount: 16,318 руб
SpaceWin Casino
Safety Index:Very 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.
2.7
SpaceWin Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
I registered on this site. I made a deposit once, went through verification, and they processed my first withdrawal. I decided to try again and deposited with a bonus. Played through the bonus, made a withdrawal request, but now they're not paying out. Request was made on 15.12.2023. When I contacted support, they simply told me to wait and that's it. No further information from them and still no payout.
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10 months ago
Dear Tyv32ai,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Translation
Your application is being processed by the responsible department, please wait, we will contact you by mail as soon as your application is approved.
Best wishes,
Ellie
SpaceWin Casino Support Team
and they respond like this for a month.
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10 months ago
Translation
The casino immediately responded and confirmed the withdrawal. Thank you. I'm waiting for funds to arrive.
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10 months ago
Translation
The funds have arrived. I hope they responded so quickly thanks to you.
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tyv32ai, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
