Spinight Casino - Player's withdrawals are delayed.

hallo

ich habe im spinight casino am 2.11.2024 500 euro mit dem ersten willkommensbonus 100% bis zu 500 euro eingezahlt

https://spinight3.com/en/promotions/casino/welcome-bonus

nach erfüllung der umsatzbedingungen konnte ich insgesamt 4680 euro gewinnen.

500 euro davon wurden bereits ausgezahlt

es sind also noch 4180 euro offen die ich gern auszahlen möchte

nun warte ich seit 2 wochen das meine auszahlungen von jeweils 500 euro vom 5.11. und 8.11. bearbeitet werden aber es passiert nichts.

live chat teilte mir mit das ich vollständig verifiziert wurde und das meine auszahlung bearbeitet wird aber nach 2 wochen wartezeit ist nun meine geduld am ende.

ich hoffe sie können mir helfen.

Dear fowi30,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When was the last time you communicated with customer support regarding the payout of your winnings? Have they explained the delay in processing your payment?

Is there any chance that your gameplay with the bonus is being investigated?

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

Best regards

Veronika

-erst heute habe ich mit dem live chat gesprochen und es wird mir immer wieder nur gesagt das ich mich gedulden soll und das sie die finanzabteilung kontaktiert haben um die auszahlung zu beschleunigen

-ob mein bonussspiel untersucht wird weiss ich nicht

Please forward me all the communication between you and customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you in advance for your cooperation.

ich habe es ihnen per email zugesendet.

haben sie die email erhalten?

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello fowi30,

It's Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Spinight Casino to join the conversation.

Dear Spinight Casino,

Can you please provide an explanation as to why the player's current withdrawals are still not processed despite the player's account being already verified and they have already received a withdrawal in the past?

Dear Jörg,

We hope you find this email in good health!

We are happy to confirm that your withdrawal attempted on 5th, 8th and 25th of November 2024 has been processed, and the money has been sent from our side on 2nd, 3rd and 4th of December 2024.

Right after your account completed verification process.

Please note, 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, attempted on 2nd and 3rd of December 2024 will be checked and processed at the earliest as possible.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Spinight Team

das geld wurde ausgezahlt aber noch nicht der komplette gewinnbetrag und ich werde mich wieder melden wenn alles komplett ausgezahlt ist

Dear fowi30,  

I appreciate your update. As previously mentioned, the funds may take between 3 to 5 business days to reflect in your account. I am confident that all withdrawals will be handled as per the usual procedure, and with a little patience, you will receive them in due course. Kindly let me know once you have successfully received all the funds, so I can proceed to close your complaint as resolved.

der gewinn wurde nun vollständig ausgezahlt und der fall kann geschlossen werden.

vielen dank casino guru und dem casino das sie mir geholfen haben mein geld zu bekommen

ich danke ihnen sehr

Dear fowi30,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino.Guru