SpinsBro Casino - Player’s winnings haven’t been received yet.

Hi my name is Melanie B***. How are you guys I hope all is well with you I'm having a little issue with this casino I won $1,150 and now they're giving me problems okay I'm totally verified completely 100%, and it's not about the verification it's about the withdrawal timing okay they keep telling me that it's expired and that I have to re withdrawal my money okay I not only that freaking case about Reed withdrawing is that it's $1,150 and they're telling me it's $900 I have absolutely no idea what casino does this but I am no but I am not in the mood to play any games I've had enough problems with casinos I'm tired of it like can't they just be honest and pay their people properly okay now it came to a point where it's like I even showed you the screenshot where it's like 400 400 and 350 and they're like you could see a screenshot of 400 400 and 100 you know I'm just so fed up I just want my money and I can't take it anymore like I just I can't deal with it I got $400 worth of it and now I'm waiting for the rest I don't understand what the issue is they keep sending me emails about expired links and then I have to re withdrawal my money

Dear Sweets55,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Well number one you are right Christina okay because number one I'm very verified okay my gaming history I sent screenshots okay not only that I showed the withdrawals that I made and then they were canceled and they were made canceled and it's been since the 5th so thank you

I made it withdrawal for $400 and then they messaged me and told me that they're going to make three separate withdrawals. And then when I saw the amount I was very like wow what's going on I won $1,150 and then I see my transaction history where I made my withdrawals that I'm only getting $900 and I don't understand so anyways no point is I got $400 and ever since then they're making excuses and I'm not standing for it

Thank you for your reply, Sweets55. Have you made any successful withdrawals before? How many days was the withdrawal request pending before it was canceled?

Have you accumulated your winnings with or without an active bonus?

they keep giving me excuses about you know delaying my payments and for some reason they're still giving me $900 I played with the bonus I deposited $120 I played until I wagered everything and as soon as I was done I had $1150 inside my casino account they did my verification I got verified and then all of a sudden they said that okay I'm verified and it went down to $900 which I don't understand so now I got $400 and then $300 they sent me an email stating that they're going to send me the $200 on the 18th which is now the 18th but at this time it's it's 1:00 a.m. where I am and I still haven't received anything the fact of the matter is that I won $1150 and they only want to pay me $900 which makes no sense and when I keep asking they don't give me any answers they brush me off they don't even say anything about it I don't think it's fair.

see these are the excuses that they're making you could see straight up that it was 11:50 and then they just kept canceling it over and over and over and over again with all the screenshots I sent you you can see to cancel cancel and then they did it again to me just now it was supposed to be on the 18th I just sent that message to you I know they told me to rewithdrawal again because they said it expired doesn't make any sense to me

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Sweets55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Kristina I sent everything to you at your email. Did you receive them?

Thank you very much, Sweets55, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Sweets55,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SpinsBro Casino to join the conversation and participate in the resolution of this complaint.

Dear SpinsBro Casino,

Can you please explain why the player is getting withdrawal requests rejected and why the player is not eligible for full winnings?

Thank you.

Kind regards,

Tomas

Thank you very much Thomas I appreciate it. I'm not going to give up. This is insane. Thank you guys againfor everything you do. You guys fight for what's right and so do I. I wouldn't want anyone else fighting my cases only you guys . It seems today that everyone forgot how to be human beings. You guys are awesome. Fight for what's right. Thank you

Dear Sweets55,

The casino has provided evidence confirming that the withdrawal of 900 CAD had been successful, while the rest of 250 CAD you played down to zero. Currently, there is neither an active balance nor a pending withdrawal in your account.

I kindly ask you to check your game history and let us know if this is not correct.

Thank you.

Kind regards,

Tomas

I never played it down to 250$ there lying .

I have the proof

I sent the proof to your email Thomas. You'll see the id numbers are extremely messed up at the end in my gaming history and when I press for more results it doesn't let me move forward and did you also see the messages I showed Krystina? Check it out and your email I just sent you proof . Thanks Regards Melanie Beland.

Dear Sweets55,

I have received the information from the casino that 250 CAD was deducted because of the following clause of the casino's bonus T&Cs:

"11. The maximum withdrawal amount of bonus funds is x5 of the received bonus balance."

Can you please confirm if it matches your situation?

Thank you.

Kind regards,

Tomas

Hi Thomas,

So they lied to you they told you that I played it down and in fact I didn't right so I was right. No There lying I'm telling you they never said anything of the sort when I was making a withdrawal I had asked they never answered. I've been playing with casinos for a long time and trust me I know exactly what I can and cannot do you know you could check my you know history I mean not only with you guys but with you know everything else at hand I mean I'm I'm very honest and you know when I say that somebody's taking me for a ride they they are you know I'm just that's the way it is and they lie to you from the get-go so you know like I said I don't have no reason to lie I just want what's owed to me

Dear Sweets55,

May I please ask you to access your transaction history and take a screenshot of the bonuses you have used before making the winnings of 1150 CAD?

You can post it here or send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Sweets55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Sweets55,

I apologize, but the casino gave us documents showing that you have accumulated your winnings from a bonus, specifically the one amounting to 180 CAD, thus the maximum withdrawal amount was x5 of the received bonus balance, which means the winnings were capped at 900 CAD, and this amount had already been paid out to you.

The casino acted correctly and within its terms and conditions.

I'm sorry, but this complaint will now be rejected due to the aforementioned reasons. I appreciate your understanding, and 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,

Tomas