The player has been waiting for his withdrawal for over two weeks. We closed the complaint as ‘unresolved’ because the casino failed to reply.
SpinUp Casino - Player’s withdrawal has been delayed.
Black points: 167
Amount: €400
SpinUp Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
I have already written to the casino several times. I received a payment confirmation on 28.01 within 5 working days but still no money. When I write to the casino there is no answer and the live chat cannot help.
Automatic translation:
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4 years ago
Dear Andreas,
Thank you for contacting Casino Guru and bringing this issue to our attention. 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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient. On the other hand, it has been over two weeks since you made the withdrawal, so we can look into it. Has your account been successfully verified?
Best regards,
Peter
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4 years ago
Translation
Yes, of course all requirements have been completed. I got the confirmation by email that the money (400 €) will be in my account within the next 5 working days
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4 years ago
Translation
Yes, of course all requirements have been completed. I got the confirmation by email that the money (400 €) will be in my account within the next 5 working days
Edited
Automatic translation:
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4 years ago
Hi Andreas,
Thank you for the response. We would like to ask SpinUp Casino to reply to this complaint.
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4 years ago
Translation
Ok thank you would be good if it finally works out with the payment. Many thanks to you you are a great help.
Greetings Andreas
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4 years ago
We would like to ask the SpinUp 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 affect its rating.
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4 years ago
Hi Andreas,
I contacted the casino repeatedly by email and Skype but it failed to reply. There is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of 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 wish I was of more help.
Best regards,
Peter
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