The player from Germany has requested withdrawals a week ago. They have been pending since. The casino failed to respond and we were forced to close this complaint as 'unresolved'.
Spins Joy Casino - Player’s withdrawals have been delayed.
Black points: 223
Amount: €553
Spins Joy Casino
Safety Index:Above averageSafety 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.
6.9
Spins Joy Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I have requested two withdrawals totaling 553 euros. The first before 8 days, it should be processed within 48 hours. Haven't heard from the casino since.
The chat is not available and e-mails are not answered.
Automatic translation:
Public
Public
3 years ago
Dear Anja,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for? Do I understand correctly that payments are still pending inside your account without being processed or they have been sent but never reached you?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello,
one payout is via bank transfer and the other via MuchBetter. I had already deposited with both payment methods. The payments have not yet been processed, it still shows that the payout can be canceled. I also sent the documents for verification last week, although it was said that no documents are required at the moment.
Automatic translation:
Public
Public
3 years ago
Translation
Today I got a message that the first payout is now being processed.
Automatic translation:
Public
Public
3 years ago
Perfect. Please keep me informed regarding any developments. I will be waiting for more good news patiently.
Public
Public
3 years ago
Translation
Additional comments from the player:
"Hello, I filed a complaint about Spins Joy on June 17th, 2021 because my money is not being paid out.
Unfortunately I no longer have a link in my e-mail address to reply to the complaints. Can you send me something again so that I can answer you.
I thought the casino had processed my withdrawal because they wrote me about a week ago that it is now being processed.
However, I still haven't received any money ..
With best regards,
Anja K *** "
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Have you received any tracking number for the transaction from the casino?
Public
Public
3 years ago
Translation
The payout to my bank account arrived today. The MuchBetter payout is not yet in the account, I'll check that again tomorrow.
Automatic translation:
Public
Public
3 years ago
Thank you, Anja, for the update. I will be waiting for more good news patiently.
Public
Public
3 years ago
Translation
The 200 euros still didn't reach MuchBetter. I sent the MuchBetter account statement to SpinsJoy and they are now trying to find out what happened to the transfer. Allegedly it was already on June 26th. paid off.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Anja, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hello Anja!
From now on, I will take care of your complaint. I would like to invite Spins Joy Casino's representatives into this complaint's thread in order to help us to resolve the issue.
Public
Public
3 years ago
Translation
Hello Martin,
many thanks for your help.
Automatic translation:
Public
Public
3 years ago
We would like to ask Spins Joy 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 will have negative impact on the casino's rating.
Public
Public
3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
