SpinLand.bet Casino - Player's withdrawal has been delayed.

I put a withdrawal request in for £600 and was told this could take between 3-5 days to process then got told it could take between 7-21 working days , the 21 working days is now up and the only emails I get back from the casino is that they are sorry for the delay. They will not give me any other information just same email over and over again.

Dear 4683drago,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?

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,

Tomas

This is my first withdrawal from the casino, my account has been verified also

thanks

Thank you very much, 4683drago, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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.  

Thanks

Hello 4683drago,

My name is Romi and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear SpinLand.bet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

I myself have been trying to contact via email but getting no response now, I chat to customer support and continuously get the same answer

Dear 4683drago,

I contacted the casino outside of this thread and am waiting for the answer. The timer will be set for 3 more days to see if the casino will be willing to communicate with us.

Thank you for your patience.

Best regards,

Romi

Thanks Romi, they don’t reply to me via email anymore or give me any answers and the customer support is constantly just sending the same pre scripted messages about due to a high increase in transactions and they have sent a reminder to the finance department. I don’t think they even have a finance department(only to continue to take peoples deposits which I think is bang out of order knowing full well they are not going to pay out.

Dear 4683drago,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi

Casino.Guru