SpinGenie Casino - Player’s withdrawal has been delayed.

OK I have dealt with this withdrawal not coming to me for over a month first it was my KEYC that was dealt with then the withdrawal was not able to be done via E Cashout method due to my bank not being listed on the list of available banks then a bank wire was initiated I was told to wait a certain amount of time I’ve been calling in and have been writing letters consistently I have been waiting For two weeks maybe more looking every day in my bank and it’s not there I’ve been counting on these funds it was my birthday when I want them they rejected the first withdrawal although they already had the banking details on file they have single-handedly caused me great deal of stress and just now they wrote me a letter that was not applicable to my situation

The support agents have been good however other agents have been horrible they are very answers given to me and I don’t have my money he said they were trying to investigate it but as of now there’s no information to me now I called them and they won’t answer the phone this is highly unacceptable I’ve written to the alcohol and gaming commission of Ontario and I guess my local police department will be next please help

Dear woodbine777,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronella

no the withdrawal has been processed by the casino and they have sent it out however it is with the payment processing where is the problem as I do not have my funds and they are not delivered to me it has been sent out but aside from that I cannot get any information the proper timeframe has elapsed and I still don’t have my funds

Furthermore now the casino will not accept my emails I continually get a bounce back email saying that the casino will not accept my emails further more when I call in to a number that I have fought hard and long to acquire that number they don’t answer my calls however if I call from a different number then answer if I send from a different email it does not get bounced back this is now being 19 days since I won the funds And those 19 days -6 when the withdrawal was sent out and nobody can help me with where my money is I need Casino guru to do what they do best and that is help and you have a very stellar record and helping the industry and we are very lucky to have you Casino Guru has an outlet to Assist us

An update to this case and I believe it is because I forwarded the link to my complaint here at casino guru they have now placed money back in my account as after three weeks they were unable to deliver me my funds so I have requested it as I have it the past a simple interact to transfer as every other regulated casino and Ontario does And one of the support agent said they would I only got in touch with the support agent after calling from a different phone number thet still not returning any emails and not returning any phone calls etc. etc. so the money has been placed back into my SpinGenie account which I have been banned from other responsible gaming settings because I said how important these funds are to me allegedly I said something wrong there I have asked for interact transfer and told they’re trying to think about it but so far no $ no update no news and still no reply to emails and no answering the phone from my regular phone that is the latest it is been been 22 days since I wiin money on my birthday and it is consuming I sent 53 emails I’ve called at least 48 times I have written reviews with you Casino guru have contacted the alcohol and gaming comission of Ontario to mention just a bit this is so unfair especially from a regulated casino

It is taking a significant tool on my being on my life and has taken a huge amount of time and lost huge amounts of productivity all because the casino is unwilling toto assist me in facilitating a proper and quick withdrawal very does discouraging

It has now been 22 days. My money still isntbwith me and no closer to a resolution. Im at mybwitts end. Even the support agents ate sympathetic but pymt tesm is just evil and horrible to continue sllowing this delay. Pls help casino guru

Thank you very much, woodbine777, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Woodbine777!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Woodbine777, I have been informed by the casino representative that your funds have been sent to your account on the 21st of April and they should arrive in 7 working days. I will send a timer till next Tuesday, and then, if your funds will not be with you, we will try to escalate the issue further. Thank you for your patience and understanding once more!

Hello there and thank you for you getting on this matter. I am very thankful to you and your team.

however, the problem is as much as they say the funds have been sent on April 21. The money was wom on March 31. The funds were originally sent on April 6. It is now April 27 we are passing one month.

we are also into 65 telephone calls that have gotten unresolved. We are also approaching 50 emails that have all gone on unresolved yet. Also going through plenty of misinformation lies and failure to abide by one team, members statements and other team members emails, and at the end of the day, it is now near one month past and I still don’t have my funds. They already tried to send it once, and, they were unable to deliver me my money

\ how’s it now I have been on a hold with customer support for 35 minutes as I am writing this reply and I still don’t have my funds. I have been told that they would send the interact E transfer as a customary with every other Casino specially regulated Casino and all to no avail I have been asked to be patient. I believe we are in 27 calendar days. ive been more than patient. And in any case, this is been an absolute disaster my money is still not with me 27 calendar days after they they were won. I am continually said to wait I have been more than patient. They have told you to wait I’ve asked them to do it send it any other way, but what’s funny is they are resending it the same way that was unsuccessful the first time this is something that does not make sense, kissing a girl I need you to help me I have now scratch just a one hour on the phone with SPIN GENIE (Crooks). They understand my position however, they are not able to grasp the concept of being proactive and when it comes back again when it does not get delivered into my account yet again, PLEASE JUST they could send it via interact E transfer or some other method that doesn’t take ONE. CA;ANDAR MONTH. PLS HELP. ME CASINO GURU

Woodbine777, I am sorry, but have not told you the full information, because I thought it was irrelevant. Casino have sent funds on the 21st of April indeed, but I was also informed that the withdrawal that was originally sent on the 6th of April, was reversed back to the casino and only then they have sent your funds on the 21st via Wire transfer. I am sorry once more and I hope you will receive your money as soon as possible.

Yes, it was sent back on 6 April so they are using the same method that it was sent back. Dosent make some sense for whatever reason their payment processing was incorrect in the way they sent out the funds so yet they use the same methof as it was originally sent doesn’t make sense. It is approaching one calendar month

it has now been 4/5 calendar working days since the 21st and I still don’t have my funds next week will be the seven calendar days or seven working days and I fear I will again not receive my funds

I am well aware that they tried to send it already and for whatever reason it was sent back, they could have just used interact E transfer method and I would have the next day, but why would they make things easier on me?

again, I fear that I still will not receive my funds. By this time it will be one calendar month since the money was originally one. I am well aware of the trials and tribulations that I have been subject in this matter but again, this should not be such an issue surely you would agree.

Will you be able to investigate this matter further? Will you be able to ask to send me. Via the Interac e-Transfer? If again seven working days has elapsed and I still don’t have my funds

I will ask the casino representative to look at other withdrawal options for you in case the wire transfer will bounce back.

The wire transfer will inevitably come back as they have been using the wrong banking information I just realized in the meantime this all could have been avoided and over 30 calendar days now past could have all been dealt with properly if they would just do as they had agreed they would do the first time it bounced back which was send me any tracking transfer just as every other legitimate and regulated Casino does so but again more lies and more unfulfilled empty promises by this organization and of course I have been banned by them now Andree phoney responsible gaming measures my funds probably will arrive back in my account tomorrow or the day after at which time I would hope this time they could be true to their word and authorize an interact E transfer even to my girlfriends account as I have given them the option priority if they are unable to use my bank to facilitate their E Cashout method which is preposterous as again every other regulated casino he’s happily able to use interact E transfer that gets into my account within 24 hours work almost instantly PokerStars for example gets your money instantly this is a Albion over 30 calendar days no matter what they say it’s been a disaster and it is not for a small amount of money either it is causing me plenty of grief and I hope that the public is well aware of how unfairly I have been treated by this organization for simply being vocal and being persistent with the not wanting to be taken for my money and not wanting it to take any longer because unfortunately no matter what we all have commitments in this world and whether they called responsible gaming measures or not the fact that when I win money sizeable amount I committed towards certain matters even if I wish to burn it that is my business the fact that it was committed for certain matters again is stressful is problematic and it’s unfair they have been very less than facilitating in their ease is speed of transaction enclosing the alcohol and gaming commission of Ontario‘s mandate states that they are there to facilitate the prompt and accurate payment of payments via regulated casino I also have reported this case to them and as of recent they have not been able to assist me and you Casino girl have always been the gold standard in helping the players get justice and we all owe you a great duty of respect for being there on the side of the players being the voice of reason so I thank you and I hope that we will be able to facilitate an E transfer in order to get me my money when it comes back in the very near future thank you for my your time in reading my lengthy communicae.

Woodbine777, please, if the withdrawal will really bounce back in your casino account, let us know as soon as possible and we will try to work out the solution with the casino representative.

Dear woodbine777,

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.

We have received a confirmation from the player, that they have received their funds. Therefore, I would like to thank both sides for their help and cooperation! I will now close this complaint as resolved.

Respectfully,

Pavel K

Casino Guru Team