The player from Germany had won €9,200 at Spinfest but had been waiting 20 days for his first withdrawal. He reported delays in processing his withdrawals and stated that the casino did not adhere to its own terms regarding payout times and limits. After intervention from the Complaints Team, the casino processed the majority of his pending withdrawals, but he expressed concerns about not reaching the maximum monthly withdrawal limit of €7,000 due to ongoing delays. The issue was eventually resolved, with the player receiving all requested amounts, and the complaint was marked as 'resolved' by the Complaints Team.
Spinfest Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €9,200
Spinfest Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
Hello, I won €9,200 at Spinfest with a €500 deposit. I've been waiting for my first withdrawal for 20 days. Verification was requested 14 days ago. I've uploaded all my documents, and my account no longer shows that verification is necessary. Live chat says my account isn't verified, but no further documents are required and I should just wait. I don't know what to wait for, since I've already been waiting for 20 days and nothing has happened. Unfortunately, I can't request any more withdrawals because this function seems to have been blocked by Spinfest Casino. I need help receiving my winnings, please. I claimed the welcome bonus with my first deposit and only played slots.
Automatic translation:
Public
Public
8 months ago
Dear Maruschka,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- What specific documents did you upload for the verification process?
- Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can 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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
8 months ago
Translation
Hi Kristina. I sent you an email with the live chat history from Spinfest Casino.
I have uploaded spinfest follow documents:
Passport, bank statement and letter from the government for address verification and selfie of me with Spinfest casino in the background.
The casino appears to have accepted these documents, as no missing documents are displayed in my account. Unfortunately, I haven't received a single withdrawal in three weeks, and I can't request any new withdrawals because Spinfest appears to have deactivated this feature for my account.
Automatic translation:
Public
Public
8 months ago
Thank you very much, Maruschka, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
8 months ago
Dear Maruschka,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinfest Casino representative to join this conversation.
Dear Spinfest Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Public
8 months ago
Translation
I would like to note that I have only received one withdrawal of €500 so far. New withdrawals have been pending since April 25th and are still not being processed. Spinfest Casino states in their terms and conditions that withdrawals are processed within 72 hours and that I can withdraw €7,000 per month. Unfortunately, it is impossible for me to receive this amount if the casino delays each withdrawal by several weeks. I ask that you at least adhere to the stated monthly limit.
Automatic translation:
Public
Public
8 months ago
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.
Public
Public
8 months ago
Hello Maruschka,
We are glad to inform you that as per checking your account we can see that your previous requested withdrawal were processed and sent from our side on 8th May, 2025.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Regarding your recent pending withdrawal request, we will try our best to process them as soon as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Spinfest team.
Public
Public
8 months ago
Translation
I've received €2,000 so far. Unfortunately, Spinfest Casino doesn't adhere to the payout times stated in their terms and conditions. The withdrawal limit of €7,000 per month will unfortunately always be unattainable due to the slow processing of withdrawals. Realistically, if the same speed remains, I might only get a maximum of €4,000 or €5,000 per month.
Automatic translation:
Public
Public
8 months ago
Thank you for your reply, Spinfest Casino.
Dear Maruschka,
Please notify me, when you receive the following withdrawals. Hopefully, withdrawals will be processed quicker after casino's intervention.
Thank you for your patience.
Public
Public
8 months ago
Translation
Unfortunately, no further withdrawals have been processed by Spinfest. The casino absolutely does not adhere to the withdrawal times stated in the terms and conditions, and therefore the monthly withdrawal limit of €7,000 is also unattainable. My most recent withdrawals were from May 8th, which means another 11 days without a withdrawal being processed.
Automatic translation:
Public
Public
8 months ago
Dear Spinfest Casino,
Could you please clarify, if there is something that could be done to speed up the withdrawal process?
Thank you.
Public
Public
8 months ago
Dear Maruschka,
Your withdrawals are under review. Please keep an eye on your email, as additional instructions may be provided shortly if anything is required from your side.
On our side, I will push the request to ensure it’s reviewed with priority.
We appreciate your patience and will keep you updated.
Best regards,
Spinfest team.
Public
Public
8 months ago
Dear Maruschka,
Have you received any new information from the casino, or has there been any progress in your withdrawal process?
Public
Public
8 months ago
Translation
I received three €500 payments and requested new payouts. I hope things go faster now.
Automatic translation:
Public
Public
7 months ago
Thank you for the update, Maruschka.
Please keep me updated regarding your next withdrawals.
Public
Public
7 months ago
Translation
Unfortunately, I'm already waiting another 10 days for the new payouts.
You can clearly see that the casino constantly delays payouts and NEVER adheres to the maximum 72h times stated in the terms and conditions.
Automatic translation:
Public
Public
7 months ago
Dear Maruschka,
The requested withdrawals from May 19, 20, and 21 will be processed today.
Best regards,
Spinfest team.
Public
Public
7 months ago
Dear Maruschka,
Could you please confirm, if you have received the mentioned withdrawals?
Public
Public
7 months ago
Translation
I have received the withdrawals and requested 3 new 500€ withdrawals
Automatic translation:
Public
Public
7 months ago
Dear Maruschka,
Could you please specify, how much of the disputed amount you have received, and how much is still outstanding?
Thank you.
Public
Public
7 months ago
Translation
There's still €4,200 outstanding. This means I've only received €5,000 in over six weeks, even though I always requested my withdrawals as quickly as the system allowed.
I find this anything but fair. Spinfest Casino's terms and conditions clearly state that the monthly withdrawal limit for me is €7,000, and the casino continually delays processing withdrawals.
I think Casino Guru should update its website accordingly or the casino should stick to its own terms and conditions!
Automatic translation:
Public
Public
7 months ago
Dear Spinfest Casino,
Would you be able to clarify, why the player is unable to withdraw the maximum monthly amount adherent to the lowest VIP level in your general terms? Would you like us to change your maximum withdrawal limits on review of Spinfest Casino based on player's experience?
Public
Public
7 months ago
Dear all,
Thank you for reaching out!
Please be informed that we are investigating the matter and will provide a reply as soon as possible.
Best regards,
Spinfest team
Public
Public
7 months ago
Dear all,
Thank you for your patience.
We would like to inform you that we have requested the processing of your pending withdrawals as soon as possible, in accordance with the account's withdrawal limits.
Kind regards,
SpinFest
Public
Public
7 months ago
Translation
Yesterday, two pending withdrawals were canceled due to an alleged technical issue. I have now requested new withdrawals...
Automatic translation:
Public
Public
6 months ago
Translation
No, still haven't received anything new...
Automatic translation:
Public
Public
6 months ago
Translation
Still, nothing new has been paid out. Now it's been pending for another 11 days. So, the speed hasn't changed!
Automatic translation:
Public
Public
6 months ago
Dear Spinfest Casino,
The delay is starting to show signs of intentional stalling the withdrawal on the casino´s side which we consider against fair gambling practices. And I will have to close this complaint as unresolved, having a negative impact on the casinos rating.
Furthermore, as mentioned earlier, the maximum withdrawal limits on the review of Spinfest Casino will be based on player's experience based on the inability to adhere to the limits stated in the terms.
We are extending the timer by the last 7 days. If the player does not see a significant change in the received amounts in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
6 months ago
Dear Mirka,
We hope this message finds you well.
We have successfully processed the majority of the withdrawal requests on our end. The player submitted one withdrawal request on June 30th, and the remaining two requests can be initiated with a 24-hour interval between each. Once the withdrawal requests are initiated, we will endeavor to process all of them at the earliest opportunity.
Thank you for being so patient with us! We really appreciate it.
Kind regards,
Spinfest Casino team.
Public
Public
6 months ago
Translation
3x 500 € were paid out and I have requested new payouts 2x 500 € and 200 € are still in the account.
Automatic translation:
Public
Public
6 months ago
Dear Maruschka,
Thank you for the update. Please keep me informed about about the frequency of payouts, and the amounts you receive.
Thank you.
Public
Public
6 months ago
Dear Maruschka,
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.
Public
Public
6 months ago
Translation
Hello, I have now received everything.
Spinfest paid out as follows:
April: 1000€ (2x 500€)
May: 4000€ (8x 500€)
June: €3,000 (6 x €500)
July: 700€
The monthly limit was always €7,000 per month and unfortunately it was never reached even though I requested withdrawals as quickly as possible.
Automatic translation:
Public
Public
6 months ago
Dear Maruschka,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka Dubasova
Casino.Guru
