HomeComplaintsSpinnalot Casino - Player’s withdrawal has been delayed.

Spinnalot Casino - Player’s withdrawal has been delayed.

Amount: €2,800

Spinnalot Casino
Safety Index:Below average
Submitted: 15 Jan 2022 | Case closed : 23 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Sweden has requested a withdrawal. Unfortunately, the payment seems to be delayed. The player has since filed a complaint with the casino's official ADR service, so this case has been closed as 'unresolved' whilst we await the outcome. We contacted the player at a later date to see if a decision had been reached by the ADR service. As there was no further response from the player, the complaint was rejected.

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2 years ago
Translation

Hi, a few weeks ago I played in the spinnalot casino site, I won 2800 + 900 Euro, so I uploaded my documents and requested withdrawals one of 900 euros and the other 2800 euros, 900 euros I got after they approved my documents but 2800 I did not get euros but they closed my account without saying why, note that I made the withdrawals separately but the same day.

Automatic translation:
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2 years ago

Dear maroun2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested? Have you accumulated your winnings with or without an active bonus? Which payment method you have opted for to receive your winnings?


It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

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2 years ago
Translation

Patronela,


Is it weird that you did not mention anything about why they closed my account? The withdrawal was requested several weeks ago about 3 weeks, I received my winnings without a bonus, I used the same payment as the withdrawal, then you have sent me an email that you will keep 2800 euros and that my account will remain closed forever without giving a reason .


The strangest thing about this is that after you approved my documents you saw that I requested a withdrawal of 900 euros and one to a few minutes after only at 2800 euros, you send 900 euros but leave the other 2800 euros left since the next day you close mine account ...

Automatic translation:
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2 years ago

I’m sure you understand that I don’t work for Spinnalot Casino, but as one of the Casino.Guru independent employees and professionals I'm trying to help you to resolve your problem. 

So the first withdrawal of €900 has been received and the other one of €2,800 is pending for the last three weeks, is that correct? Additionally, your account has been blocked right after requesting the withdrawals.

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2 years ago
Translation

Hi yes it is true that 900 € is the withdrawal but not 2800 € although I requested the withdrawals at the same time / Thank you in advance

Automatic translation:
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2 years ago

Thank you very much, maroun2021, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

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2 years ago

Hello maroun2021,


I have reviewed your case and will contact the casino to see if I can help.

In the meantime, might I ask you to please forward to me any relevant communication (emails, etc.) that you have received from the casino? You can send it to my email: adam.m@casino.guru


We would like to invite Spinnalot Casino to join the conversation and participate in the resolution of this complaint.

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2 years ago
Translation

Hello,


I have contacted them again they claim that I have submitted incorrect information about my profile, it is not true I have sent all documents correctly, I sent them again the other day, I asked them what is wrong with my documents and if so If so, why do you send 900 euros and not 2800 euros, in order to even send money to players who request a withdrawal, you must be verified and approved, but they refuse to answer that.

Automatic translation:
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2 years ago

Hello maroun2021,


Thank you for the update.


Spinnalot Casino, please explain the situation with the player's withdrawals. If the player has supplied incorrect information, can you clarify what exactly is incorrect and how the previous withdrawal was able to be completed?


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2 years ago

We would like to ask Spinnalot 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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2 years ago

Hi Maroun2021,


Allow me to investigate what happened here. I will mail you privately when I have all data.


Camilla

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2 years ago
Translation

Camilla why email privately? Is there something you are trying to hide? It is an open matter that everyone has seen here already. I think you can explain here instead


Edited
Automatic translation:
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2 years ago

Dear Maroun, I looked into this case, and I am not sure if we should post it here. I will contact the casino guru reps and ask how to deal with this legal issues.


best. C

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2 years ago

Hello Camilla,


Please feel free to email me at adam.m@casino.guru if it is preferable.

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2 years ago

Dear Camilla / Spinnalot Casino,


As there has been no further response from you I will extend the timer once more. Please be advised if we do not hear from you within the set timeframe the complaint will be closed as 'unresolved.'


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2 years ago

Dear maroun2021,


Have you had any further contact from the casino? Has there been any development with regards to your withdrawal?

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2 years ago

Dear Adam,

The case is filed by Maroun2021 with our ADR Madre in Malta.

We will wait for the outcome and keep you in the loop.


best


Camila

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2 years ago
Translation

It's an appeal I made to the Casino for wrongdoing. Strange that Camilla does not want to say what it's about.

Automatic translation:
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2 years ago

Dear maroun2021,


As your complaint has now been submitted to the casino's official ADR, we will now close this complaint as "Unresolved - waiting for regulator's decision'.


Please keep us updated on any developments, my e-mail address is adam.m@casino.guru. When the ADR has made its decision, we will update the status of this complaint as appropriate.

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7 months ago

Dear maroun2021,


We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.


If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.


We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.


Best regards,

Adam

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7 months ago

Dear maroun2021,

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.

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7 months ago

Dear maroun2021,


Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.


Kind regards,

Adam

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