Nitrospins Casino - A retirada do jogador está atrasada.

I won 500€ at this casino, but unfortunately, the payout has been delayed for days. My account is fully verified with this casino, and yet I keep hearing the same excuse over and over again.

Ich habe in diesem Casino gewonnen 500€ leider wird die Auszahlung seit Tagen verzögert mein Account ist bei diesem Casino komplett verifiziert seit Tagen höre ich mir die gleiche Ausrede an

Dear Thent,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Today I asked again and I always get the same answer

Heute habe ich Mal wieder nachgefragt ich bekomme immer die gleiche Antwort

Today I asked again and the excuses are the same, only the wording has changed

Auch heute habe ich wieder Mal nachgefragt die ausreden sind die gleichen nur die Formulierung hat sich geändert

Could you kindly specify when exactly you submitted your withdrawal request?

I requested the payment on March 14, 2024

Am 14.03.2024 habe ich die Auszahlung beantragt

Could you please confirm if you have received your winnings now that it has been 14 days since you requested your withdrawal?

To this day I only get excuses that I haven't received any money yet

Bis zum heutigen Tag erhalte ich nur Ausreden ich habe kein Geld erhalten bis jetzt

Thank you very much, Thent, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Thent,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nitrospins Casino to join the conversation and participate in the resolution of this complaint.

Dear Nitrospins Casino, could you please provide an update on the payment status?

Kind regards,

Dominika

Casino.Guru

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.

To this day I still have no money

Bis zum heutigen Tag habe ich immer noch kein Geld

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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. We are unsure if the casino collaborates with the Curaçao Interactive Licensing Gaming Authority or MADRE, but it is worth a try. The next step would be contacting the Curaçao Interactive Licensing Gaming Authority itself (info@curacaolicensing.com). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru