SpinsBro Casino - Player faces delayed withdrawal.

Hello, I have some serious issues with this casino. I verified my identity and started playing in the casino. I got lucky and I won quite a lot, then I tried to withdraw the funds. The withdrawal request was not confirmed within 24 hours, so I contacted the casino. I was totally ignored, so later that day I contacted Live chat and asked for an answer. Few hours later the support email wrote to me that I should get an answer from their financial department on Monday. I have not received any response, so I contacted them again yesterday (Wednesday), they just told me to wait. Today (Tuesday) I contacted live chat again and they claim now that they have sent me an email regarding additional verification. I have checked all the folders and I have not received such email, somehow they also forgot to mention this on Wednesday's chat. Now I asked for compensation on this issue, they said that I should get one, but once again, I hear nothing from them. It is just impossible to get in touch and get your winnings, so I want all of my deposits (556 EUR) to be refunded to me. This is not fair behavior from the casino's side.

Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and the casino might reserve to conduct additional verification in cases of significant deposits, withdrawals, or refunds.

Could you please advise which documents you have already provided and which documents the casino requested for additional verification purposes? Did the casino send you the email with what they requested from you again or did they inform you in another way?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas!

I am totally fine with the additional verification, but I was never informed by the department that this is needed. They promised to reply to me on Monday and they never have, not even now. Live chat claims that email was sent to me, but I highly doubt it, was I have check all the folders of my email and it was only mentioned to me today, although I have contacted Live chat also yesterday and somehow they 'forgot' to tell me that email reply was sent to me.

From my point of view, it seems that the casino avoids confirming withdrawals at all costs and it is highly unprofesional to ignore their customers and lie to them about sent responses.

Hello,

small update on this, I have just contacted the casino regarding compensation which they promised (I believe yesterday). I thought that we might deal with this without involving third parties, seems that not.

Yet another lie from them, compensation was never intended to be given to me. They say that I have been already compensated many times (the only time I was is when they totally ignored that I reached another VIP level and compensated me for now giving my VIP level bus, which was 50 EUR). As compensation to this problem they offerred me 25 spins, which I cancelled, so I did not accept that compensation.

It seems that they keep putting lies on top of lies, they just tried to pass some time with this promise of compensation, but clearly, it was never their intention to keep it fair.

EDIT: I still have not received the response that I was promised on Monday. 🙂

Before we confront the casino, please send me recent correspondence you received from the casino, so we may have a complete picture of the situation. My email is tomas@casino.guru

Hello, I have sent you conversations with the casino to provided email.

Thanks for your email.

I can see you sent the conversation regarding your asking for compensation for the delayed withdrawal however I can't see any mention of you requesting a refund of your deposits or discussion about the additional verification. Could you please send me this information as well? Thank you in advance.

Hello,

• Refund of withdrawals: I did not ask it, because I was already rejected compensation. I did not see how will they refund me when they rejected that.
• Discussion about additional verification: It was in Live chat, they vaguely mentioned that they have sent some email (which was never received) and I did not save the transcript of that chat. It can be requested from the casino as they store all of the chats.

Thank you very much, Inrel19, for your reply. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Inrel19 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinsBro Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Inrel19, I was in contact with a casino representative and was informed that your funds were lost by you, there has been no mention of refunding deposits and your last correspondence with the casino about verification was supposedly last year. If this is true this complaint will be rejected, please let us know if you have any other evidence that would state otherwise.

Thank you for your understanding!

Hello, yes, funds were lost, because there was no way to withdraw them, I still to this day have not received any information about verification and all of my emails were completely ignored.

I asked for compensation in live chat, agent told me that they have contacted the needed department regarding this. I contacted the live chat again next day and then they changed the answer and simply said that I was compensated too much already (the only compensation I got was when I reached new VIP level and never received cash prize for it). Now I'm asking for a full refund of deposits, as I see it fair for not being able to withdraw my funds at all and for constant lies from the casino.

Last year? It was this month (messages sent starting from the 1st of July 2023). That is totally false, please see the corespondence that I sent to you, you can clearly see the dates.

As I already mentioned, lies on top of lies from this casino.

Dear Inrel19, I was in contact with a casino representative and was shown evidence that you have in fact received a verification process email as seen here:

There are no sufficient grounds for a refund cause you have lost your funds yourself. I am sorry but there's not much that can be achieved here. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter