The player's withdrawal was delayed for over 5 weeks. The casino did not respond to our requests to join the resolution of the complaint, so we had to close the case as unresolved.
Spins Deluxe Casino - The player's withdrawal is delayed.
Black points: 68
Amount: €200
Spins Deluxe 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.
3.4
Spins Deluxe Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi... I'm from Germany...
It's about the casino mentioned above... 5 weeks ago I made a withdrawal request. I get no response to multiple requests. The live support isn't very helpful either...
The email address in question is
b***@gmail.com
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Hello connyb6969,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spin Deluxe Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hi Nick,
The account was verified before the payout. The prize was earned with real money... the last time I was in contact was on March 31st.
Once again I was rejected with an email address... when I said that I had already written there several times, the answer I got was that my request was forwarded to the responsible department... further questions were simply not answered
Automatic translation:
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1 year ago
Thank you connyb6969 for all the information provided. I will now forward your complaint to my colleague Veronika (veronika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear connyb6969,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I would like to ask Spins Deluxe Casino to join the conversation and aid in the resolution of this complaint.
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1 year ago
Translation
Hi Veronica,
Unfortunately, I can no longer access the spins deluxe casino site...
Automatic translation:
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1 year ago
Could you please be more specific? Has the casino blocked your account? Have you canceled the withdrawal request? Or did something else happen? Please let me know so I could be more helpful. Thank you.
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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
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Veronika
