The player from Germany had been waiting for his withdrawal since April 8th, which was now two weeks overdue. He received vague responses in live chat, indicating that his request had been forwarded to the finance department, but he had not been given a specific timeframe for the payout. After further communication, it was confirmed that this had been his first payout and that there had been no violations of bonus guidelines. The issue was resolved, and he received his winnings after a total wait of three weeks.
Spinrollz Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinrollz Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
I've been waiting for the casino's payout since April 8th.
When I ask in the live chat, I keep getting the same answers, like, for example, that it's been forwarded to the finance department and I should be patient. They can't give me a specific payout timeframe.
All attempts and formulations in the chat were unsuccessful.
Automatic translation:
Public
Public
8 months ago
Dear r8fxn74fg8,
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 before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
8 months ago
Translation
Hello,
No, it is the first payout.
According to the live chat, everything is complete and in the final processing phase. I also asked directly whether there's anything else I need to do.
There are probably delays due to many requests and players.
The winnings were converted from bonus to real money. No bonus guidelines were violated.
Kind regards
Edited
Automatic translation:
Public
Public
8 months ago
Translation
I received my money. It just took a really long time. Still, a three-week wait isn't great.
Automatic translation:
Public
Public
8 months ago
Dear r8fxn74fg8,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
