The player from New Zealand had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue was resolved after the player confirmed receiving the payment following the Complaints Team's intervention. The team had ensured that all necessary verifications were completed and communicated with the casino on her behalf. The complaint was marked as 'resolved' in the system.
Spin Casino - Player believes that their withdrawal has been delayed.
Amount: NZ$390
Spin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
I have been registered for over 5 years and made many withdrawal through bank transfer method, but this time I chose withdrawal to card as it was a new option I hadn't seen before, then I received an email informing me that I can't withdrawal to card, so why was that option even there! and to change my preferred withdrawal method, I tried to do that but can't as the page won't let me, live chat is a joke as I can't even tell them what the problem is. My winnings are sitting in processing and every time I try to email the casino about this issue they reply requesting ID or bank statements and nothing is getting resolved, I am verified and have been for years.
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1 month ago
Dear moiracourtney22,
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,
Complaints Resolution Center
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1 month ago
Dear moiracourtney22,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear moiracourtney22,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Dear moiracourtney22,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
