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I deposited 25 euros on April 20th, then won 200 and wanted to withdraw it. I waited until May 2nd and then changed my withdrawal settings to see if it would be faster, but so far I still haven't received any money, which is very annoying because I need it.

Ich habe am 20.04 25 euro eingezahlt habe dann 200 gewonnen und wollte es auszahlen nun habe ich bis zum 2.05 gewaretet und habe dann meine auszhalung geändert um zu sehen ob es schneller gehtr aber bis jetzt habe ich immer noch kein geld erhalten was sehr ärgerlich ist denn ich brauch das auch.

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Hello,

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,

Attila

But I have also waited longer than 14 days.

Ich habe aber auch schon länger als 14 tage gewartet.

The casino just paid out, now there's only one more thing missing which has also been pending for 10 days.

Casino hat so ebend ausgezahlt jetzt fehlt nur noch ein anderes was auch schon 10 Tage auf sich warten lässt

Dear Player, thank you very much for your reply. Do you have any updates for us in relation to the last payment? Additionally, could you please attach a screenshot of your pending withdrawal? Have you used the same payment method as previously?

Thank you in advance for your response.

Oh sorry, I forgot, here's the other screenshot.

oh sorry vergessen hier ist der andere screenshot

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear MrCreditCard,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinrollz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinrollz Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MrCreditCard,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi