The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
SportoSpin Casino - Player claims that payment has been delayed.
Amount: €600
SportoSpin Casino
Safety Index:Below averageSafety Index
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5.1
SportoSpin Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 50m 30s
Case summary
6 hours ago
Public
Public
1 week ago
Translation
I fulfilled the bonus conditions and had 1800 in my account. Then they said that 800 had to be removed, because it stated in the terms and conditions that the maximum is 1000. After that, I requested a withdrawal of 1000 and it was rejected because apparently, I still had to wager 400€ more! I did that, lost, and then requested a withdrawal of 600€, and I've been waiting 3 days for the payout! Customer service keeps giving me the same copied response, and it's really frustrating! Can someone please help me?
Automatic translation:
Public
Public
1 week ago
Dear Milos87,
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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 week ago
Translation
They just refused to pay me out and left only €100 of €600 in my account. So, to understand again. I won €1800, then they refused and explained that I could only win a maximum of €1000. I requested €1000 and then they said that I had to wager another €400 so that I could meet the bonus conditions. I did that and then requested €600 and was just refused with the explanation that I had abused the bonus or something like that and they left €100 in my account. So from €1800 to €100, that's a total of €1700 stolen. I understand that they are not reliable, that they are late, but this is really sickening. €1700 stolen!!!
Automatic translation:
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Public
6 hours ago
Dear Milos87,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Casino Guru is examining the case
