Spinrollz Casino - Player believes that their withdrawal has been delayed.

My withdrawal request was accepted but never credit to my bank account, instead it was credited back on my spinrollz account after 2 days.

This due to a downgrade of the VIP level while processing the payouts (2 times).

Now, first I must wager again my requested withdrawal 1x, what I’m not finding fair at all. (Total CHF 2’200)

And the requested withdrawal counts for the monthly withdrawal limit, but I never received the money.

So, now I have to wait another month for making a request.

I have lost more than CHF 20’000.- in the past 90 days, I don’t know how I could be a Level 1 VIP.

This is not fair at all.

Dear Totta97,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

they told me that it was a problem with the payment provider for 4 times, the withdrawal got accepted and then credited back to my casinò account and I have to wager 1x again, on top of that the "fake" withdrawals counts to my withdrawal limit. I am max VIP Level.