Spinpirate Casino - Player's cashout is delayed.

Ich habe vor einiger Zeit eine Auszahlungsanfrage über 400€ gestellt.

Die Bearbeitung hat schon länger gedauert als angegeben. Aber am 2023-03-10 erhielt ich endlich die Mitteilung dass die Auszahlunganfrage bearbeitet und genehmigt wurde. Leider habe ich bis jetzt kein Geld erhalten.

Außerdem habe ich zwei Auszahlungsanfragen, die nicht bearbeitet werden. Jedesmal wenn ich nachfrage heißt es bald. Ich kann es nicht mehr hören.

Eine ist vom 2023-03-14 350€ und eine vom 2023-03-15 500€.

Zusätzlich habe ich noch 400€ auf dem Konto die ich nicht abheben kann, da angeblich das tägliche Auszahlungslimit überschritten wäre.

Mein Konto ist vollständig verifiziert. Ich habe auch schon Auszahlungen erhalten.

Ich habe mit Einzahlungsbonus gespielt und habe darauf geachtet, dass der Bonus vollständig umgesetzt wurde.

Heute habe ich wieder wegen den 400€ nachgefragt die schon bearbeitet wurden.

Die Antwort:

Yes I see it 2023-03-1 12:56:52 withdraw / Noda 400 EUR noda - unforunately, we have a proessing backlog at the moment - so it will take longer - seeing how many times we ve passed it on I assume you know why. I send it again to the accounting. I am so sorry for the delay.

Es wäre mir eigentlich lieber wenn alles ganz normal funktionieren würde. Aber mittlerweile habe ich Angst, dass ich das Geld überhaupt nicht beomme.0

Dear Phoenixmerlin,

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 better understand the situation.

Do I understand correctly the cashout request was made on the 1st of March and the payment was made via the Noda payment processor?

Did you use the same payment method for the other two withdrawal requests?

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

Wann ich die Auszahlungsanfrage gestellt habe weiß ich gar nicht mehr. Sie wurde auf jeden Fall am 10. März genehmigt.

Ich weiß nicht was der Noda-Zahlungsprozessor ist. Ich habe als Auszahlungsoption Banküberweisung gewählt

Thank you very much, Phoenixmerlin, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Phoenixmerlin!

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!

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

Ehrlich gesagt kann ich mir nicht vorstellen dass so ein Problem Wochen dauern kann.

Meine Auszahlung wurde am 2023-03-10 genehmigt, aber das Geld habe ich immer noch nicht. Das ist unglaublich.

Im Scatterhall Casino ist jetzt eine von zwei Auszahlungsanfragen genehmigt worden.

Aber nicht die vom 2023-03-06 über 420€ sondern die vom 2023-03-20 über 120€.

Das ist ebenfalls merkwürdig.

Ich habe so etwas noch nie erlebt.

We appreciate the updates and acknowledge that resolving the payment provider issue may pose a challenge for the casino. However, it is our stance that players should not have to wait for over a month to receive their winnings. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from players that they have received their funds by Tuesday next week (11th of April), all ongoing complaints will be marked as unresolved. The casino will have the opportunity to reopen these cases once the issue has been resolved. We hope that the one-week deadline will be sufficient for all withdrawals to be processed successfully. We kindly request that players inform us if they receive their funds by Tuesday. Thank you for your patience and cooperation. 

Vielen Dank. Ich werde sie am Laufenden halten

Vielen Dank. Ich werde sie am Laufenden halten.

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.