The player from Germany had successfully withdrawn 1100 Euros but experienced delays with a subsequent withdrawal of 1000 Euros, which had been approved but not yet credited to her account. She received inconsistent responses from the casino regarding the status of her withdrawal. The Complaints Team had extended the investigation timeframe by 7 days; however, due to a lack of response from the player, the complaint was ultimately rejected.
Spinch Casino - Player’s withdrawal is delayed.
Amount: €1,000
Spinch Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good morning, everyone.
I am fully verified and last week I requested a withdrawal of 1100 Euro, which I received. It was credited to my account immediately. This week, I requested a withdrawal of 1000 Euro. It was approved, but it has not been credited to my account. I've been getting different responses from the casino each time. They told me anything from "it has already been processed, check with your bank" to "we're giving it to our service provider, it will take time until it's paid" to "it could be paid at any time". I don't know what to think about this and whether the casino has actually processed my withdrawal.
There can't be an account error since I saved my bank details, which I used the last time.
How long can something like this take? I am at my wit's end.
Automatic translation:
Public
Public
3 months ago
Hello floriandieter,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinch 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for any kind of withdrawal to be processed.
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Translation
Hello Nick,
Thank you for the quick reply. The account has been fully verified for 2 weeks.
I earned my winnings with real money.
The last time I wrote to support was yesterday and they told me it would take 5 days, which is strange because they use the service provider Thunes, which also states on the website that it makes instant transfers. With the last transfer, it came straight away and Thunes is also listed in the details with a domestic IBAN, so according to EU guidelines it should arrive within one working day if something has actually been ordered.
Lg
Automatic translation:
Public
Public
3 months ago
Hello floriandieter,
We always recommend to every player to wait 14 days for any withdrawal to be processed, no matter which casino or what do they promise.
Please let us know in case it would take longer.
