The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The issue was not resolved as the player failed to respond to the Complaints Team's requests for additional information regarding the bonus and communication with the casino. Consequently, the complaint was rejected due to insufficient information to investigate further.
SportoSpin Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €600
SportoSpin Casino
Safety Index:LowCase summary
Discussion
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12 months 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:
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12 months 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.
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12 months 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!!!
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11 months 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.
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11 months ago
Translation
There is nothing new, like I banned, they stole 1700€ from me and only paid out 100€.
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11 months ago
Dear Milos87,
Would it be possible to forward a link to the exact bonus you used?
Additionally, please forward any communication between you and the casino regarding this case to [email protected] for further review.
Awaiting your response.
Regards,
Nick
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11 months ago
Dear Milos87,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Translation
Yes, please send link. All messages from Live Chat with Sportospin were deleted immediately after chat by Sportospin.
Automatic translation:
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11 months ago
Dear Milos87,
Don't you have any e-mail communication with the casino?
You should always contact their e-mail support not the live chat as they can provide you much more information.
If you have any, please forward it to my e-mail.
Looking forward to hearing from you.
Regards,
Nick
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10 months ago
Dear Milos87,
Please do as advised above and contact them through their e-mail support as soon as possible.
Once you get a reply, please forward it to [email protected].
Regards,
Nick
