The player from Hesse submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. This complaint was closed as unresolved as the casino was given sufficient time to address and rectify the withdrawal problems.
Spinpirate Casino - Withdrawal of player's winnings has been delayed.
Black points: 637
Amount: €6,000
Spinpirate Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.1
Spinpirate Casino has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casino Guru Team,
I have a withdrawal of 500 euro on 02/27/2023 [the withdraw is 2023-02-27 23:24:28 withdraw | 500.00 EUR] applied for at Spinpirate Casino.
My account was fully verified before!
However, this payment has not yet been processed.
The status has been unchanged on Pending for 8 days!
I have previously written to the friendly Amaya Springs from live chat who has previously helped me at related Scatterhall casino.
Unfortunately, my withdrawal of 500 euros took a total of 20 days to reach my account, although I had previously requested 2 withdrawals from Scatterhall and these were processed relatively quickly.
I contacted live chat there several times and after 20 days filed a complaint with Casino Guru which was subsequently resolved.
I really have a lot of patience, but I don't always want to wait 20 days for a payout!
In addition, I have to make another 11 payments until I have received the full amount.
Also, I can't make a second payout if the current one hasn't been processed.
I would like to ask the casino to speed up the withdrawal process so that I can receive my money and then deposit again and take advantage of the great bonuses.
I have contacted the live chat several times and they said my payout will be processed very soon.
I sincerely hope that this matter will be resolved as soon as possible and once again I ask the casino to speed up the withdrawal process as waiting a long time for your money can be very frustrating.
Thanks in advance to Spinpirate Casino and Casino Guru
Best regards
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1 year ago
Dear benzj044,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear benzj044,
We regret to inform you that we have experienced some system issues recently which has resulted in a delay in cashouts. We are currently working diligently to rectify the situation and are doing our best to process all pending payments as quickly as possible.
We appreciate your patience and understanding during this time.
Best regards,
Spinpirate
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1 year ago
Translation
Dear Casino Guru team,
Dear Spinpirate Casino Team,
I can understand that the casino had some system issues that caused delays in the withdrawal processes.
However, I would like to ask you to speed up my payout process!
They say they had system problems; so I assume these have been resolved.
So far, since February 27th, 2023, I have only received a payment of 500 euros after 10 days.
I requested a second payout of 500 euros on 03/08/2023, which is still displayed as Pending. It's been more than two business days since then!
Since only one payout of 500 euros per day is possible, which has to be processed in order to make another one, the whole payout process takes a long time!
I ask again to speed up the payout process!
I would like to thank the Spinpirate team for your efforts and I would also like to thank the Casino Guru team
Best regards
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1 year ago
Translation
Hello dear Kristina,
Hello dear Spinpirate team,
So far I have only received a payout of 500 euros. I submitted this on 02/27/23 and received it on 03/09/23, i.e. 10 days later.
I requested a second payout of 500 euros on 3/8/23 and still haven't received it or is it still pending and not processed.
It is very nerve wracking to wait so long for a payout. If each payout takes 10 days then it takes me more than 4 months to pay out everything.
I ask again to speed up the payout process. Because I can no longer deposit as long as my withdrawals are not processed quickly and I have received everything.
I ask that you leave this case open until I have received all my withdrawals and the withdrawal process has accelerated.
I would like to thank casino guru for the great support and I would also like to thank the Spinpirate Casino team and hope that they will prioritize my payouts and process them quickly.
Best regards
Edited
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1 year ago
Do I understand correctly that you can have only one pending withdrawal at a time?
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1 year ago
Dear benzj044,
We would like to apologise for the inconvenience caused by the ongoing issue with NodaPay. It has turned out to be a bigger problem than initially anticipated. However, we want to assure you that our team is working hard to resolve all outstanding and missing payouts, and we expect to have all issues resolved by the end of this week.
We understand that this delay may have caused frustration and inconvenience to you, and for that, we offer our sincere apologies. To show our appreciation for your patience during this time, we are working on a small gesture that will be added to your accounts next week. You will receive an email about this shortly.
We want to emphasise that all cashouts will be processed, and we are doing everything we can to ensure that this happens as soon as possible. Once again, we apologise for the inconvenience caused and appreciate your understanding.
Thank you for your continued support.
Best regards,
Spinpirate
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1 year ago
Translation
Hello Kristina,
Yes exactly I can only have one pending payout. As long as this is pending for a week or longer, you cannot make another one.
Hello Spinpirate,
I'm excited and hope that everything will be processed quickly by the end of this week.
Best regards
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1 year ago
Dear benzj044,
We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.
As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.
Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.
Best regards,
Spinpirate
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1 year ago
Hello everyone,
Thank you both for your replies. Hopefully, this issue will be resolved soon.
benzj044, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 year ago
Dear benzj044,
We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.
We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.
However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..
As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.
Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.
Thank you for your continued support and understanding.
Sincerely,
Scatterhall / Spinpirate
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1 year ago
Translation
Hello dear Kristina,
Hello dear Spinpirate team,
So nothing has happened yet in terms of payouts!
The second payment from 3/8/23 is still in transit status.
The third payout from 03/16/23 is still on status pending.
It would be very commendable if they would prioritize and expedite these payouts, and subsequent payouts as well, to compensate for the delays incurred previously!
From February 27th, 2023 to March 27th, 2023, I only received one payment on March 9th, 2023 over a period of a whole month, namely the one that I made on February 27th, 2023.
Payments should be taken today according to Spinpirate!!
I will report as soon as there is positive news.
Best regards
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1 year ago
Translation
Hello Kristina,
Hello Spinpirate,
It's really unbelievable that nothing has happened until now. I mean, patience has limits. We have now reached the end of the week and Monday was told that withdrawals would begin.
But nothing has happened at all. I wrote to the live chat 2 times and it always says shortly. One payout is still in transit and the other is pending since early March. So I've only had one payout for more than a month since February 27th. How long is this all supposed to last?
I ask that my pending withdrawals and subsequent withdrawals be processed very quickly to make up for all the stress and waiting.
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1 year ago
Thank you very much, benzj044, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.
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1 year ago
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
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1 year ago
Dear benzj044,
This is Tomas, and I have taken over your complaint.
First of all, I understand the situation on both sides. We all want to have this case resolved as soon as possible.
I will now extend the timer for additional 7 days. Spinpirate Casino, please keep us updated on any developments. Hopefully, the issues with your payment provider will be fixed soon.
Kind regards,
Tomas
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1 year ago
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.
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1 year ago
Translation
Hello Thomas,
Do you maybe have an update for me? My withdrawals still haven't been processed!!
When asked in chat the casino chat tells me that there are no updates and I should write an email to finance@scatterhall 2 days ago. But didn't get an answer.
Hello Spinpirate,
Can you tell me when I will receive my winnings? It has now been more than 6 weeks.
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1 year ago
Dear benzj044,
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.
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
