The player from Germany has been struggling to receive their winnings for more than three weeks. Problem got solved without any investigation.
SpinShake Casino - Player’s withdrawal has been delayed.
Amount: €1,380
SpinShake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello dear administrator This casino is a shame in one word 9/26/20 I sent a withdrawal request of 1380 euros and sent all my required documents My withdrawal request was approved on 9/30/20 but my money did not come into my bank account I reported this to the casino the only answer they give we are only looking via email Live chat does not help at all today 10/20/2020 There is no change in the situation I am still waiting I am happy if you post my complaint Thank you
Automatic translation:
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4 years ago
Dear Hasan,
Thank you very much for submitting your complaint and forwarding the screenshot of your requested withdrawal. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you confirm that your account has been verified successfully? Have you received any funds in the past or this were your first withdrawal attempt?
Do I understand it correctly that your withdrawal is still pending inside your account without being processed?
I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hi Petronela Thank you for your interest I hope my answer is understandable Yes, the withdrawal process took 4 days and my account was approved. I have sent all the necessary documents. There was no problem with the account approval I have not played at this casino in the past and made an initial withdrawal request. My withdrawal request was approved after 4 days even when I asked about it on live chat they said the money was sent to me. I will receive this money in a maximum of 6 working days. I waited 10 working days, the money didn't come now I write to the casino, they just send me the same answer No improvement in about 10 days The answer that the casino gave me is they are investigating where mine Money is about 3 or 4 times they only sent this response.
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4 years ago
Dear manager, I see that you wrote in English I am writing a copy of the first email the casino sent me here- Hello hasan,
thank you for contacting us at Spinshake .
I am writing to you regarding your missing payment. Let me inform you that we have sent a request to the processing bank.
As soon as we have received an answer, we will inform you immediately by email.
For more information, please do not hesitate to contact us anytime via online chat, or send an email via contact. Since that day casino has always written the same answer There is not even 1 change in the situation I'm connecting to live chat. they write the same thing and close it immediately. I'm tired of dealing with this casino my nerves are not holding anymore I wanted proof that they sent me the money there is no evidence I've had such a problem in other casinos before, but it wasn't so disgraceful and I know how soon 1 bank probably responded This casino just keeps me waiting I would be glad if you help me they'll probably write you the same answer Thank You
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4 years ago
Thank you very much, Hasan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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4 years ago
Hello hasan93,
I looked at your complaint and will do my best to help you. I would like to invite Spinshake Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?
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4 years ago
Translation
Petronela Thank you for your interest and help
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4 years ago
Translation
Hi Viliam Thank you for your help The casino found that my money hadn't come in at 12.10pm. and they emailed me the same day but since that day there has been no change and i just get the same reply thinks it's impossible for a research to take that long and now i think they are just stopping me hope spinshake Casino writes an answer here
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4 years ago
hello dear administrators finally my money has arrived to my account today, the problem with the casino is solved thank you for your attention and help
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4 years ago
Dear hasan93,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
