The player from Germany is facing a delay in withdrawing 2,080 euros from their casino account despite previously receiving 3,000 euros. After canceling a bonus and requesting the withdrawals three weeks ago, they continue to receive vague responses from customer support.
Spinsy Casino - Player’s withdrawal is delayed.
Amount: €2,082
Spinsy Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 0h 23m 45s
Case summary
2 days ago
Public
Public
2 days ago
Translation
Hello,
On November 14, 2024, I deposited 200 euros and received a bonus.
I was able to win over 5,080 euros with my real money.
I then canceled the bonus and now wish to withdraw my entire balance.
3,000 euros have already been paid out by the casino, but 2,080 euros are still pending.
I have been waiting for 3 weeks for my withdrawals of 3x 500 euros, which I requested on December 13, 2024, to be processed, but nothing is happening.
Whenever I inquire in the live chat, they just tell me to be patient.
My account is verified.
Automatic translation:
Public
Public
2 days ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal and the frustration this has caused.
To assist you in resolving this issue, could you please provide more details regarding the situation? Specifically, we would need the following:
- Have you been given any explanation by the casino as to why the withdrawals are delayed, aside from the "patience" message from live chat?
- Have you been provided with any specific timeline for when the remaining withdrawals will be processed?
- Can you confirm if there were any terms attached to the bonus that might affect the withdrawal of your balance?
- Did you complete the required bonus wagering before canceling the bonus?
Please forward any relevant communication, including emails or screenshots, to petronela.k@casino.guru, so we can assist you more effectively.
Your cooperation is crucial if we are to proceed with this case and work towards resolving it. Without your input, we won’t be able to move forward and help you achieve a resolution.
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,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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