Spintornado Casino - Player's withdrawal delayed with no feedback.

I deposited money without using a bonus at Spintornado. I submitted the documents on 11/1 but have not received any feedback. They claim they will solve the problem, but nothing is happening.

Dear Player569,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Hi, XXX

We appreciate your understanding while we process a large number of payments. Your payment is crucial to us, and we are committed to addressing the delay swiftly.

Best regards 

Spintornado

it is with great regret that we acknowledge the delay in processing your payment. We are exerting maximum effort to expedite the process and are truly grateful for your understanding. I will relay your complaint to the finance department immediately.

Best regards 

Spintornado

The account is already verified

Regrettably, there has been a delay in the payment processing, and we express our sincere apologies. We are putting in extra effort to rectify the situation and appreciate your understanding. I will immediately pass on your complaint to the finance department. 

Best regards

Thank you very much, Player569, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Spintornado Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi Player569,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Spintornado Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Transaction IDDate

2024-01-27 13:43:59

Status

review

Action

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

some have received their money from the casino and some have not I guess, I have tried to send them and asked when the money will arrive but get the same answer that it should be reported to the finance department.

Regrettably, there has been a delay in processing your payment, and we sincerely apologize for any inconvenience this may have caused. Rest assured, we are exerting additional efforts to rectify the situation promptly and appreciate your understanding in this matter. I will promptly escalate your complaint to the finance department for urgent resolution.

Best regard 

Spintornado

Dear Player569,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. If you will have any news from the casino, feel free to send me an email, too.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia