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Herospin Casino - Unresolved €500 withdrawal delayed for 12 days due to alleged "technical issue"

I am submitting this complaint against Herospin Casino regarding a €500 withdrawal request that has been pending since June 11, 2026. As of today (June 23rd), 12 days have passed, and the funds have still not been processed.

According to the casino's policy, withdrawals are typically processed within 3 business days. I have contacted their live chat support multiple times to inquire about the delay. Each time, the support agents stated that the delay was due to a "technical issue/system glitch" on their end.

Crucially, the support team has explicitly confirmed during our chats that I have not committed any terms of service violations, and my account status is fully compliant. Furthermore, I have sent multiple emails to their support address seeking a resolution, but the casino has completely ignored them and provided no email responses.

"Technical issue" has become an ongoing excuse with no progress or concrete timeline provided. It is completely unacceptable to hold a player's legitimate winnings for nearly two weeks without any justification or active communication.

I have kept screenshots of the live chat conversations where the support team acknowledges the "technical glitch" and confirms that I have no violations, which I can provide as evidence.

I kindly request your assistance in intervening with Herospin Casino to expedite the processing of my long-overdue withdrawal. Thank you for your time and support.

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Dear miyasumin91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino or any other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, I have never successfully withdrawn any funds before. I have not been requested to complete KYC verification, and no such instructions have been provided even when I followed up on it.

I played with bonus money and won. However, I did not play any slots categorized as "accumulation" or "collection-type" games at all.

Although I contacted support many times via live chat, I did not take any screenshots of those conversations. However, I have a few email exchanges, so I will forward them to you, Tomas!

Thanks for your patience.

Could you please confirm you have access to your player's account? Have you contacted the casino support from an email address not associated with your player's account?

Could you please share with me a screenshot of your payout request and active balance on your account currently?

Thanks in advance for your reply and cooperation. My email is tomas@casino.guru

I am able to access my account without any issues. Although there was a significant delay, the first withdrawal was successfully processed on July 4th. Therefore, I would like to close this complaint.

Thanks for the confirmation.

After your 500€ payout was processed, did the dontinue to process your payouts according to expectation?

Have you received most or all of your money since your last post?

May we consider the issue resolved?

Please let me know.

No.

I submitted another withdrawal request on July 6th, but the funds still haven't been released.

They claim it's due to a high volume of requests, but I'm not sure if that's actually true.

I dislike the fact that it takes so long to withdraw the full amount, but at this point, I'm starting to doubt whether I'll actually receive the full payout at all.