Spinrollz Casino - Spelaren hävdar att en utbetalning är försenad.

I've been kept waiting for days with the same answers, it's being reviewed.

werde seid Tagen mit den selben antworten hingehalten, ist in Prüfung.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Unfortunately, the amount has decreased by €6500, but the casino still refuses to pay me the remaining €6100.

Die Summe hat sich leider um 6500 € verringert, trotzdem stellt sich das Casino quer, mir die restlichen 6100. € auszuzahlen

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

• Hello, I haven't claimed a bonus. According to Spinrollz, my account doesn't need to be verified, see screenshot. I've also made withdrawals several times without any problems; here are the last two in the screenshot. Also in the screenshot is the last conversation with support, and the answers are always the same: patience, my money is safe, the withdrawal request is high, hence the delay.

• Hallo, ich habe keinen Bonus in Anspruch genommen. Mein Konto muss laut spinrollz nicht verifiziert werden, siehe Screenshot. Abhebungen habe ich auch schon des Öfteren ohne Probleme gemacht, hier die letzten beiden imScreenshot. Ebenfalls im Screenshot die letzte Konversation mit dem Support, es sind immer die selben Antworten, Geduld, Geld ist sicher, hohe Auszahlungsanfrage, deswegen die Verzögerung.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello RenePommerening,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinrollz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Rene,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Spinrollz Casino

Dear Rene

We kindly inform you that 1500 EUR of withdrawals were completed on Tuesday the 9th of September.

Thank you 

Kind regards,

Spinrollz Casino

Dear RenePommerening,

Could you please confirm whether you have received your withdrawals?

Thank you in advance.

Best regards,

Attila G.

Dear RenePommerening,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru