The player from Lower Saxony encountered issues with the casino as it refused to process their withdrawal, citing multiple pending tasks without a clear timeline for payout. Despite the account being fully verified, the player believed this was a stalling tactic, and three days passed without resolution. The issue was resolved after discussions, and the player's winnings were successfully received. The complaint was marked as 'resolved' in the system.
Spades Queen Casino - Player's withdrawal is delayed.
Amount: €300
Spades Queen Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello, the casino is refusing to process my withdrawal. According to their statement, there's a lot to be done, and they don't know when the payout will happen. To me, this is clearly a stalling tactic. Nothing is happening. It's been 3 days now, and nothing has changed. My account is fully verified.
Please help me.
Automatic translation:
Public
Public
1 month ago
Dear Kingeckrim,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
4 weeks ago
Translation
Money has arrived after long discussions, can be closed
Automatic translation:
Public
Public
3 weeks ago
Dear Kingeckrim,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
