The player from Sweden had a verified account at Spintornado and requested a withdrawal on November 1st. Despite frequent communication with chat support and promises of expedited processing, his withdrawal was still pending. This was his first withdrawal attempt and it wasn't associated with any bonuses. Our team had sought clarification from Spintornado Casino, but unfortunately, they did not respond to our inquiries. As the casino was operating without a valid license and didn't refer to any ADR service, we were unable to pursue the matter further. Consequently, the complaint had been marked as 'unresolved' in our system.
Spintornado Casino - Player's withdrawal is delayed.
Black points: 56
Amount: €150
Spintornado Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Spintornado Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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12 months ago
Translation
Hello, I have made a withdrawal on spintornado since November 1st and my account is already verified with them, my money is still marked as "pending", and whenever I communicate with the chat, they keep saying they'll forward it to the payment department to speed up the process but nothing happens.
Automatic translation:
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12 months ago
Dear Klasskille,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals from the casino in the past?
Have you accumulated your winnings with the help of casino bonuses?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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12 months ago
Translation
No this was my first withdrawal, and no this was not a bonus
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11 months ago
Thank you very much, Klasskille, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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11 months ago
Hello Klasskille,
My name is Michal and I will be assisting you in your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Spintornado Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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11 months ago
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.
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11 months ago
Translation
spintornado will never respond unfortunately…
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11 months ago
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.
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,
Michal
