The player from Germany is experiencing issues with withdrawals. The casino responded and stated that the player had requested exclusion and was awaiting a refund, for which the casino had requested documents to verify the payment method. The casino claimed that the player didn't supply this, so they sent the player's funds via a previously verified method. The player was then asked to confirm receipt of the payment, but as there was no further response from them the complaint was ultimately rejected.
SpinBounty Casino - Player’s withdrawal has been delayed.
Amount: €274
SpinBounty Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
have in the
casino played got me blocked because I only lost but still had a balance of 274 € on the account waiting more than 3 weeks for my money verification went by email everything is fine since then nothing except an email that I get the money and since that I'm just being put off, that's outrageous!
the recovery here is still flattered please help
Automatic translation:
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2 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your account has been closed?
Have you made any successful withdrawals before? Could you clarify whether you have passed the KYC verification?
Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello yes I passed the Kyc I also received a confirmation via the e-mail but now I will only hold out in this casino have never paid out I'm sure I've already written 100 e-mails but only put off I ask for your help thank you very much dear Greetings Michael
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2 years ago
Thank you for your reply, Michael. Have you accumulated your funds with or without an active bonus? Have you received any clear explanation from the casino regarding this situation? If yes, could you please forward me at least this one email?
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2 years ago
Translation
Hello Kristina, I played without a bonus. I successfully passed my verification via email, but the payout was 4 weeks ago. Customer service always writes the same thing, be patient and nothing happens. The service is very bad there please help
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2 years ago
One last thing - could you please advise which payment method to withdraw your winnings have you opted for?
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2 years ago
Michael, thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Michael,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite SpinBounty Casino to join the conversation and to aid in the resolution of this complaint.
Dear SpinBounty Casino,
Can you please provide an update on the status of the player's withdrawal?
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2 years ago
We would like to ask SpinBounty 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello dear All
thanks for your participation. We haven't received a withdrawal request from you.
You played and at some point self-excluded without prior applications. After that, we saw a message about a refund.
You didn't send the requested documents.
Since you didn't respond to our messages, we returned the funds to you for the method that we verified earlier.
Dear Michael, please confirm the receipt of funds
Best regards,
SpinBounty Casino
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2 years ago
Translation
Hello spinbounty, I sent you everything via email and it was approved on March 20th, see email. Since then I've been chasing my money because nothing has arrived, not a single cent! I just sent Adam a photo of this!
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2 years ago
Dear SpinBounty Casino,
Thanks very much for your response.
It does appear that there is some confusion, the player has an e-mail from the casino stating that payment of EUR 274 will be made. Is this the refund that you have mentioned?
Also, you stated you have sent the funds to the previously verified method, could you clarify the amount and the method used?
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2 years ago
Dear SpinBounty Casino,
Thanks very much for your response.
Dear Michael,
The payment appears to have been sent to you, have you now received it?
