The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The delay was potentially due to unfinished KYC verification or a high volume of withdrawal requests. The casino had confirmed the player's account was fully verified and the withdrawal had been processed. The player then confirmed the receipt of his winnings, thus successfully resolving the issue.
SpinsBro Casino - Withdrawal of player's winnings has been delayed.
Amount: €350
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello…
I have played a total of maybe four times. The third time, I had a small win of about 150€ on a 50€ stake. At that time, they held me up with various verifications, such as proof of residence through third-party bills like energy or GEMA, even though I had to scan my ID beforehand. In the end, I played along and eventually received my payout of around 130€.
Last Friday, I played again and won 350€. I thought after successfully navigating the previous verification process, I would get my winnings without any issues,
alas, no,
I now have 355€ in credit, but only a maximum of 0.18€
can be paid out.
I contacted the support chat, but they couldn't provide a satisfactory answer. Instead, they gave me a kind of comparison where I would only get nearly a third of my winnings at a 1:3.5 ratio to my disadvantage. Unfortunately, I didn't take any screenshots of this chat. To make matters worse, my winning history has now been tampered with so that the winning game is no longer visible.
Instead, in my history, there is a different game that I once played, albeit with negligible success. Now it shows a whopping win of over 36000€.
I have no idea what the strategic motive behind this is.
I am very upset and want to leave this site…but I want to take my winnings with me….
What can I do?
Thank you for your time
Automatic translation:
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7 months ago
Dear Edzei,
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
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7 months ago
Translation
Hello... I have news, my history, which has since been changed, is correct again.
I couldn't actually request a withdrawal because my balance doesn't appear in the amount to withdraw window without using any bonuses. Well, let's wait and see what happens... there was also an email from support according to the header, but that turned out to be an advertising email for bonuses.
thank you very much again
Automatic translation:
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7 months ago
Hello PLAYER2053539!
Hope you are doing well today!
As we can see your account is fully verified and you already got your withdrawals. As for now you still have some balance on your account but no active withdrawal requests if you would like to get the rest of the amount please login into your account and send us your next withdrawal request. After this, we will do our best to send your winnings as fast as possible.
Have a great day
SpinsBro Casino Team
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6 months ago
Dear Edzei,
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.
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6 months ago
Translation
Hello dear Casinoguru team,
There is movement in the matter, I was now able to release the entire amount for payment, so far it worked. I will now wait until the actual receipt has been confirmed by the bank and then get back to you immediately. It seems like your work was worth it, because suddenly everything worked without delay, etc. Thank you very much in advance......
Andrew
Automatic translation:
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6 months ago
Hello everyone,
Thank you both for your replies.
Edzei, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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6 months ago
Translation
Hello... I received the winnings, everything was fine. The sum was in my account on Saturday.
So thank you again, I recommend you.
Automatic translation:
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6 months ago
Dear Edzei,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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