Spin Oasis Casino - Player’s withdrawal is delayed.

Long term player of this casino over many years, have had many withdrawals in the past but this win where i won under a deposit bonus that had a maximum payout of $50000. I managed to win a bit over $50000, but played it down to $48655.84 with all bonus withdrawal requirements met, i made a total of 19 withdrawals @ $2500 and one at $1155.84 eventually after months of chasing them up for payments I managed to get 7 of the 20 withdrawals paid out so 7x $2500 paid successfully but then they have stopped. I can contact them thru chat and they just saythe sme thing over and over that they are busy and rest assured they will be paid but they are still sitting there as pending. Would you be able to help out as I email them as well but get no response from email.

Hello Lukem007,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bali Fortune Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Can you please clarify which casino's VIP room is Bali Fortune as it does not seem as a regular casino as you can't register there? When was the last time you received a payout from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for your response, bali fortune has had many different titles, has been the gogo room, azurehand but originally when I first signed up it was called true blue casino and then apparently i was upgraded to those vip rooms as they called it. A search online I found and older post that said the parent company was spin oasis but unsure. My account has been verified for many years and have had numerous withdrawals with no issues over the years until this one. The previous withdrawals were just the odd $2500 to $5000 but also a $20000 and no issues there but this latest one is by far the largest in one hit but there was probably 6 months since my last withdrawal and my identification was out of date so i had to send the updated identification and that was approved in May this year and have had the 7 withdrawals from this win approved and paid out since but now stalled on the rest. The last payout I received was 27th September 2023 and my last communication was thru online chat approximately 2 weeks ago with the vip host named Vincent who promised me he would escalate and chase up and email me when this was actioned but did not receive any follow up, the usual standard i have received from them. Thank you for your assistance with this, greatly appreciated. Cheers.

Update, spoke with bali fortune casino again via chat and asked for vip host. Transferred thru to a vip concierge and advised chasing up outstanding withdrawals again as my last contact with vip host Vincent i was advised he would chase them up and email me with a response but received nothing, he advised he could not check my account as it has to be a vip host so he advised Vincent to follow me up with an email, i asked to chat with him now but was advised he was back in 2 hours so i will come back then. I also asked him to contact Vincent and advise that i was again following up and was advised he let him know. Have attached chat.

Thank you Lukem007 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick.

Hello Lukem007,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter. Identifying the casino to which the VIP rooms belong poses sometimes a challenge, especially considering your mention of Bali Fortune having various titles such as The Gogo Room and Azurehand. These rooms were previously associated with Spin Oasis Casino, so I've assigned your complaint to Spin Oasis as Bali Fortune isn't listed in our database.

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

Dear Spin Oasis / Bali Fortune Casino,

Can you please provide more information on why are the player's withstanding withdrawals still not processed?

Of course they will not join 😒

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 Lukem007,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We are reopening this case as we have received the following email from the player:

Hi,

Just advising that I have now received the full amount owed to me. I re-verified my account after they eventually advised that my ID had expired and then paid out my withdrawals as I requested them, received the final withdrawal this week so happy with that. Also another new name change for them, they are now known as spin bond. Cheers for your assistance.

Luke

As the player has confirmed receiving their winnigs we will now close this complaint as resolved. We’re glad that our intervention helped to resolve the situation.

Dear Lukem007,

If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

Best regards,

Michal

Casino Guru