The player from Germany experienced issues with a withdrawal at Spinfever Casino after winning €2120 with a welcome bonus. Despite initially being told she was verified, her account was later deactivated without explanation, and she had not received her winnings after three weeks. The issue was resolved as Spinfever paid out her winnings after our intervention. We appreciated her cooperation throughout the process.
Spin Fever Casino - Player's account is closed and withdrawal is delayed.
Amount: €2,120
Spin Fever Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
3 weeks ago
Translation
I played at Spinfever Casino with the welcome bonus and won €2120. Unfortunately, I have not yet received a payout, even though it has now been 3 weeks.
Initially, I was still in contact with the casino since I had asked multiple times in the chat whether I was already verified and why the payout was taking so long. They always told me to be patient and that it would take a little longer. Eventually, they said I was verified, so I wanted to know why it was taking so long for me to finally receive my winnings. They said it could still take a bit longer.
However, after about 4 days, I could no longer log in to Spinfever, and I didn't receive any email requesting more documents. They simply deactivated my account and seemed to consider the matter closed.
For me, the issue is far from resolved. I would very much like to know why I was locked out, why my account was deactivated, why my payout hasn't been processed, and why I never received any explanation from the casino.
I made a deposit and won fairly, and I expect the casino to honor their part of the agreement and pay out my winnings.
I hope you can assist me with this matter.
Kind regards,
Ninosch
Automatic translation:
Public
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3 weeks ago
Dear Ninosch,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
After your account was closed, did you contact customer support? If so, what did they tell you regarding the closure of your account?
Do I understand correctly that your account was fully verified and that you submitted all the identity documents for verification?
When exactly was your account blocked?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
3 weeks ago
Translation
I would like to inform you that Spinfever paid out today.
Automatic translation:
Public
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3 weeks ago
I'm glad to hear that you received your winnings! After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Ninosch, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
