Spitfire Casino - Player’s struggling to withdraw his winnings.

I have spent several days trying to get various withdrawals to be made effective, all good words but they do not send me my money.

Dear Turbolover,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Petronela

I'm trying to work it out with the agents, but they're putting me off. Every day a new excuse. This is not serious.

I request anonymity while the complaint is resolved. Thank you.

How many days ago you initiated KYC verification, please?

Hello, the KYC is complete. In fact, they already made me a payment on April 25. But since then I have accumulated several pending withdrawals and they do not pay me. As you can see, it happens to more users. I don't know what can happen. Every time I talk to them they tell me that they talk to finance, that the manager reviews my case, etc.

But I still don't get paid and no solution.

Thank you for sharing all the required details, Turbolover. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello there,

Thank you Turbolover for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spitfire Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, at the moment I am managing, I am telling you. I'm going to give them a couple days leeway. I do not want to include third parties at the moment.

Hello, I had the following withdrawals pending: 375.34 on May 10, 376.74 on May 12, 338.45 on May 15, 300.01 on May 16 , 300.05 on May 19 and 300.58 on May 24.

On June 6, the ones that I underline and put in bold in the previous list have paid me, leaving me still 4 pending dates from even earlier dates, which I do not understand either. I keep fighting to get paid. But this doesn't seem serious or normal to me.

I will keep informing you. Thank you.

I keep insisting and they keep giving me long. What if the manager is traveling, what if I send an email to finance to see what happens. As you can see from other disputes they are not very clear. In addition, lately they have given you some reviews that seem false to whiten their reputation. I will keep informing you. Thank you.

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.

Hello, I would like to attach a screenshot of my last message to the casino to claim the amounts that I have pending for which I have not received a response, where you can see the age of said withdrawals.

I hope and wish that this issue is resolved soon.

You can put all messages as public, thanks.

To this day I do not get an answer, all are good words from its operators. That they send an email to finance that goes to their manager, but nothing at all. There is no willingness on the part of the casino to resolve this situation.

Update the amount they owe me, it is about €1300

Still no answer 😔

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. 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 might 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. In the meantime, I recommend you contact the Antillophone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter