Spin Oasis Casino - Player’s withdrawal has been delayed.

I have been depositing money in to this casino for almost ten years true blue then azure hand then gogoroom now balifortune room I made a withdrawal of 2000 dollars three months ago this was after waiting a month then I won 5000 dollars just over two months ago and now the just won't pay me every time I inquire about it the keep telling me all sorts of lies like I was told over a month ago that my withdrawal is next to be processed or the payment team is working on it or the payment team is on holidays and so on this is having such a huge effect on my health since I suffer from Crohn's disease and stress and frustration being two of the worst enemy's of this disease so I really hope you can help me with this so I can just put it to rest thank you

Dear Bazelmans64,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Petronela

Thank you very much, Bazelmans64, for providing all the necessary information via email. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello Bazelmans64

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague, Petronela mentioned we received recently quite a lot of complaints about delayed withdrawals from this specific gambling establishment, but I would like to reassure you that we are in active communication with the casino to solve every complaint if possible. I will contact the casino to see if I can help with your complaint as well.

We would like to invite Spin Oasis Casino to join the conversation.

Dear Spin Oasis Casino,

Can you please provide some information regarding the player's withdrawal delay?

Thank you so much for your help Michal it's such a weight off my shoulders having you chase it up I have been so frustrated getting no where every time I speak to them I look forward to hearing back from you thank you

Hi Michal it looks like the casino is no responding what happens next

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’.

Hello Bazelmans64

just to update you, previously we have good communication with the casino's representative, but unfortunately, lately, they somehow stopped responding, not sure why, but I will still try my best to get in touch with them to resolve your complaint.

Hi Michal iam happy to inform you that the casino has started paying me I received 2500 last week and hopefully get the same this week thank you very much for your help and I will let you know when I get the rest

Great news, Bazelmans64. We are not there yet, but I'm glad that we are moving in the right direction with your complaint. I hope that the remaining withdrawals will be with you soon. I will keep this complaint live. Please let me know once you receive all the funds.

Yes I will Michal I did just check but none of the other two has been processed yet thank you once again for your help

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

The withdrawal was paid last 10/10/2022

Hello Bazelmans64

Did you receive the second withdrawal or even better all the withdrawals yet?

Dear Bazelmans64,

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.

Hi Michal I have been checking my bank every day and I have not yet received the second payment but it is not pending at the casino anymore I hoping it will be in there tomorrow but I will send you an email arround this time tomorrow to let you know thank you michal

Dear Spin Oasis Casino

Have all the withdrawals been paid to the player?

Hi Michal I have not received the second payment although it is not pending anymore and the other payment of 1000 dollars is still pending

Hi Michal I am pleased to inform you that I have received the second payment of 2500 Wich just leaves the the last one of 1000 wichi won on the 20/9 Wich is still pending once again thank you so much for your help

Great news, Bazelmans64. Fingers crossed that you will receive the last payment as soon as possible.

Keep me updated, please.

Will do michal

Hi Bazelmans64,

According to our Documents team, you need to update your ID for the last withdrawal that is pending to be processed. Thank you

Lhi michal why would I have to verify my I'd when I have already done this several times

This is what they are now asking me for it's no different than what it was when they paid me last time

Dear Bazelmans64

I understand that this request might look a bit odd, but it is quite usual, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check regardless of if there were any withdrawals in the past. Casinos need to follow certain regulations and processes.

You have provided all the required documents before and were successfully verified, so this should be easy for you and it might take only a couple of clicks.

Once this is done you should receive your last withdrawal

Ok thank you michal I shall give them what they are asking for

Hello Michal I have given them all they asked for and now the withdrawal is pending as it was hopefully this should change soon

Dear Spin Oasis Casino

Has the withdrawal been paid out to the player?

Hello Michal I have just checked and my withdrawal is not pending anymore and I will let you know when I have a actually received it thank you

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.

Dear Bazelmans64

Have you received the last withdrawal? The casino has stopped responding to me.

Yes I have thank you michal I did send you a reply once again thank you so much for your help

Great news, Bazelmans64. I'm glad to hear that you successfully received all your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal