Spintornado Casino - Player’s withdrawal is delayed.

Ich lebe in Deutschland, leider kann ich das im Formular nicht ändern. Seit 10 Tagen warte ich auf mein Geld. Mein Konto wurde ohne Probleme zertifiziert. Nun werde ich mit meiner Auszahlung vertröstet. Auf meine Mails bekomme ich immer dieselbe Antwort:

We apologize for the delay in your payout. We are working to expedite the process so that you can receive your payout as soon as possible

Best regards

Spintornado

Aber es tut sich nichts. bitte helfen Sie mir an mein Geld zu kommen. Danke.

Dear Roswitha74,

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,

Kristina

Danke Kristina für Ihre Antwort. Ich warte also noch bis zur nächsten Woche und melde mich wieder wenn sich nichts getan hat.

Beste Grüße

Roswitha

Hallo Kristina, dass Geld ist leider noch immer nicht da. Ich bitte Sie jetzt aktiv zu werden. Das Casino hat sicher finanzielle Probleme und zahlt deshalb nicht aus.

Mit besten Grüssen

Roswitha

Hallo Kristina,

heute habe ich diese Antwort vom Kasino bekommen:

Thank you for informing us. Therefore, we will forward this to our legal department, and our attorneys will communicate from now on. Please send all your inquiries and questions through your lawyer.

Best regards

Spintornado

Ich hatte nochmal nachgefragt wo denn mein Geld bleibt und das ich jetzt nach 14 Tagen Wartezeit meinen Anwalt informieren werde.

Bitte antworten Sie mir nun, ob Sie mir helfen oder nicht.

Mit freundlichen Grüßen

Roswitha

Thank you for the update, Roswitha74. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

Have you accumulated your winnings with or without an active bonus?

Hallo Kristina,

ich habe noch keine Gewinne von diesem Casino abgehoben. Der Bonus wurde abgespielt und der Restbetrag wurde entfernt. Ich konnte mit dem Bonus nur diese 500 € abheben. Die Verifizierung ging reibungslos. Jetzt warte ich seit dem 28.11. auf mein Geld.

Die Antworten sind immer gleich.

Your patience is important to us as you await your payout. We sincerely apologize for the delay and are making every effort to process payouts as quickly as possible to satisfy each customer.

Best regards 

Spintornado

Thank you very much, Roswitha74, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Roswitha74,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Spintornado Casino to join the conversation and participate in the resolution of this complaint.

Dear Spintornado Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

Dear Roswitha74,

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,

Tomas

Casino.Guru