The player from Austria faced issues with withdrawal requests being canceled by the casino site, despite having deposited €1350. The casino claimed the reason was that the bank had declined the transactions, yet the player received excuses from live chat regarding the delays. The Complaints Team was unable to investigate further due to the player's lack of response to inquiries, which led to the rejection of the complaint.
Spinrollz Casino - Player’s withdrawal requests are delayed.
Amount: €1,700
Spinrollz Casino
Safety Index:Above averageSafety Index
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7.4
Spinrollz Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I deposited a total of €1350 on this casino site, which went smoothly, but now my withdrawal requests are being canceled by the casino site (Reason: Bank declined), and since the live chat always has excuses and told me I should be patient and my withdrawals should be approved according to them?!
Automatic translation:
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2 months ago
Dear janhrbc,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you made any successful withdrawals from this casino before?
Are there any other payment methods available in your casino profile for withdrawal?
Did you pass the full KYC verification, including the verification of your payment method?
Did you choose the same payment method for withdrawing as you used for depositing the money into this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
No, no payments have been confirmed yet and I cannot verify my account yet 🙂
Automatic translation:
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2 months ago
Have you tried choosing a different payment method to process your withdrawal requests?
How many payment methods have you used for depositing so far?
What suggestions did the casino customer support give you after your withdrawal requests were canceled?
