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i made a $20 Dollar deposit on bitspinwin for the game Fire Kirin Won $2000 Paid me $150 but have refused any other payments after i request them. it has been 7 days with same answers from there live chat and no more Withdrawals. any Help would be greatly appreciated

Dear Ryan6325,

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

Thank You So Much For The Response and i Totally Agree and Will Give it few More Days! if still no bitcoin deposits will Be in Contact. Thank you for you're time and insight on my situation!

Dear Ryan6325,

Have you received your withdrawal from the casino yet?

I Still Have Not Received Any Winnjngs From Them My Game Balance is $1000 and they Cant give me a straight answer Why! thank you for youre time i Appreciate it.

they Paid me $150 at First then Nothing Since and request withdrawal everyday or when it lets me and nothing very frustrating.

now they are saying there is not enough money on my game because supposedly my withdrawal requests have surpassed the amount on game if that makes any sense cause it doesnt to me.

Uhh Hello

it is going on almost 1 Month and still Nothing! even my withdrawal requests are being denight because all my previouse withdrawals added up and it is exceeding my winnings on fire kirin. my Balance is ar $1000 and will stay at that amount! any help Would be greatly appreciated. thank you for youre Time And Help

Thank you for your reply, Ryan6325. Could you please confirm that you have passed the KYC verification? Did you accumulate your winnings with or without an active bonus?

Furthermore, if possible, please post a screenshot of your withdrawal history here in this thread.

there was no bonus j won from it was a deposit of my money and now they say my account on fire kirin does nit exist and and i cant even log on to bitspinwin?

i cant access my acount! says it dies not exist but i have screen shots of my current balance or balance as of last time i could access it

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Ryan6325,

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.

I still need you assistance and I have only had 3 withdrawals and I have copy's of the messages back and forth with there chat and screenshots of my balance. Also I can get you copy's of the 3 withdrawals if you would like. Other than that still giving me the run around saying causey balance is so high the have to review bally game play like I'm a cheater.

Do I understand correctly that 3 withdrawals have been processed successfully? Could you please clarify how much funds you currently have in your casino account? Do you have any pending withdrawals?

I Have $1000 exactly it was over $2000 but I played some thinking if it lowers I would have a better chance of getting what I won but still nothing. Thank you again for all the Help I appreciate it.

Also they said I have requested so many withdrawals which I can only once in 24 hrs that the withdrawal amount exceeds my game balance and reject any request cause they say there isn't enough in game account which I know is wrong because they even confirmed my balance through chat!

Thank you very much, Ryan6325, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Ryan6325!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you I appreciate you're time and hopefully I get this resolved quickly as it's been almost 2 and a half months

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Awesome thank you I appreciate you're time and help thank you

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team