Rolly Spin Casino - O levantamento dos prémios dos jogadores está atrasado.

I am requesting mediation for a €2,000 withdrawal from Rolly Spins 777. My account is fully verified, yet the casino has been stalling since January 28th. Despite switching to SEPA on Feb 20th and being promised a 72-hour internal processing time, the casino has missed the deadline. On Feb 27th, they sent another generic email refusing to provide a transaction receipt or a release date, despite admitting there are no issues with my account.

i did my first withdraw in jauary 28 via VISA, an then i waited 2 weeks and I didnt receive. THEN i changed to sepa on 20 february and today is february 27 and they still keep saying it's been processing but it's been more than 5 Business days.

My total winnings were 10.200€ and i didnt even received the first withdraw to ask for the rest. I have been really patiente andi really hope i receive my money. Its been a uge delay.

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Dear Brunagomes96,

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

Hello, thank you very much.

To summarize: it happened on January 28th, where I won 10,200€, I made the first withdrawal of 2000€ via VISA and until February 20th nothing received. In the meantime I canceled the visa and requested the 2000€ again via SEPA on February 20th and today, February 28th, still nothing.

Olá. Muito obrigada.

resumindo também: aconteceu dia 28 de janeiro, onde ganhei 10.200€, fiz o primeiro levantamento de 2000€ via VISA e até ao dia 20 de fevereiro nada recebido. Entretanto cancelei o visa e pedir novamente os 2000€ via SEPA no dia 20 de fevereiro e hoje dia 28 de fevereiro, nada ainda.

So? I don't know if you count Saturdays and Sundays or not, but can you help me understand how long I have to wait? Because from my calculations I know that 72 hours have passed since February 20th.

Sendo assim? Não sei se conte ou não os sábados e domingo mas podem me ajudar a entender até quando deva esperar ? Porque pelas minhas contas sei que já passaram 72h desde dia 20 de fevereiro

Good morning. It's been 7 working days and I still haven't received it, can you help?

Bom dia. Passsram 7 dias úteis e ainda não recebi, conseguem ajudar?

Dear Brunagomes96,

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.

hello, it's still pending and they tell me to wait and they're going to pay. I still don't get paid

ola, continua pendente e dizem para esperar e ainda dizem que vão pagar. Continuo sem receber deixo

I have many more prints that I took. I still haven't been paid. 2000€ has been outstanding since February 20th

Tenho muitos mais prints que tirei. Continuo sem receber. São 2000€ pendentes desde fevereiro dia 20

Dear Brunagomes96, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi, I've sent you the screenshots by e-mail.

Have you ever made a successful withdrawal before? YES, AT OTHER CASINOS.

Could you confirm that you have passed the KYC check? YES

Did you accumulate your winnings with or without an active bonus? NO, it was without a bonus

Did you play casino games or bet on sports? Casino games

Could you share your communication with the casino regarding the withdrawal delay? Send emails or chat transcripts to my email address: karla.m@casino.guruOr post screenshots here.

Olá. Enviei os prints por e-mail.

Você já fez algum saque com sucesso antes? SIM NOUTROS CASINO.

Poderia confirmar se você passou pela verificação KYC? SIM

Você acumulou seus ganhos com ou sem um bônus ativo? NÃO, foi sem bónus

Você jogou jogos de cassino ou apostou em esportes? Jogos de casino

Você poderia compartilhar sua comunicação com o cassino a respeito do atraso no saque? Envie e-mails ou transcrições de bate-papo para o meu endereço de e-mail: karla.m@casino.guruOu poste capturas de tela aqui.

Update – 12 March 2026

I would like to provide an update regarding my withdrawal case with Rolly Spin Casino.

My first withdrawal request was submitted on 28 January 2026 via Visa. After waiting approximately two weeks without receiving the payment, I decided to cancel that request and submit a new withdrawal via SEPA on 20 February 2026, as I was informed that SEPA transfers could be faster.

As of today, 12 March 2026, the withdrawal of €2,000 is still showing as "Pending" in my account and the cancel button is still visible.

This means:

• 43 days have passed since my first withdrawal request.

• 20 days have passed since the SEPA withdrawal request.

• Approximately 14 business days have passed since the SEPA request.

During this time I have contacted live chat support many times asking for updates. Unfortunately, the explanations from support agents have been inconsistent. Some agents mentioned internal financial processing, another said the withdrawal was being verified by the game provider, while others simply said they had no further information.

The winnings were obtained from normal gameplay on the slot Wild Bandito using real money deposited in my account. No bonus funds were used and my account is fully verified. I have not been asked to provide any additional documents.

At this stage the withdrawal status has not changed at all and I have not received any clear update from the casino regarding when the payment will be processed.

I am attaching screenshots showing the withdrawal status and the communication with support.

I kindly ask Casino Guru to assist in mediating this case and help clarify when this withdrawal will finally be processed since i still have 8.200€ to withdraw. I please apreciate your help.

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Update – March 13, 2026

I would like to provide an update regarding my withdrawal from Rollyspin.

• Withdrawal amount: €2000 

• Withdrawal method: SEPA bank transfer 

• Date requested: February 20, 2026 

• Current status: Pending

Today it has been 21 days since the withdrawal request was submitted and the status in my account has remained "Pending" since the beginning. The withdrawal can still be cancelled and no changes have appeared in the system.

I have contacted support many times through both email and live chat. The responses I receive are always similar: that the withdrawal is "under internal processing", "financial review", or "payment preparation before SEPA dispatch".

Important details:

• The winnings were obtained using real money only (no bonuses).

• The win occurred while playing the slot Wild Bandito.

• No documents have been requested.

• My account is not restricted.

• My remaining balance (€8200) is still visible in the account.

I am simply asking for the withdrawal to be processed and released, as this waiting time is becoming unusually long compared with normal SEPA payouts.

I would appreciate any assistance in contacting the casino and helping to clarify when the withdrawal will be processed

Dear Brunagomes96,

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,

Karla Mayfly

Thank you very much, I hope it works out!

Muito obrigada, espero que se resolva!

Hello Hadi,

Thank you for taking over my case.

Just to confirm that the withdrawal of €2,000 requested on February 20, 2026 is still showing as "Pending" in my account at Rolly Spin and has not changed status.

No additional documents have been requested from me and the casino confirmed the withdrawal is still active.

Please let me know if you need any further information from my side. I appreciate your help in resolving this matter.

Kind regards, 

Bruna

Hello Brunagomes96,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Hello:l still no answer and no updates from support. since february 20th i still haven't received my money i still have 8.200€ to receive.

please help me resolve this. I have everything verified by them and I don't understand why there is such a delay...

If you need anything let me know, I have all the prints from January 28th when I won my winnings. February 20th was when I requested my withdrawal via sepa. Waiting for updates, thanks!

:

Olá:l continuo sem resposta e sem receber e sem updates do suporte. desde dia 20 de fevereiro que continuo sem receber o meu dinheiro ainda tenho 8.200€ para receber.

por favor ajudem me a resolver isto. Tenho tudo verificado por eles e não entendo o porquê de haver tanta demora...

Se precisar de algo diga-me, tenho todos os prints desde dia 28 de janeiro que foi quando ganhei os meus ganhos. Dia 20 de fevereiro foi quando pedi o meu levantamento via sepa. Aguardo atualizações obrigada!

:

Hello Hadi,

thank you for handling my case.

My withdrawal request from February 20 is still pending in my casino account. Today is february 16

I will inform you immediately if there are any updates from the casino.

Thank you for your help.

Hello Hadi. Still no updates, it's march 19th and s everything is still the same...

Dear Brunagomes96,

Thank you for your updates. We are also making efforts to reach out to the casino. Rest assured, we will keep you informed as soon as we receive a response from them.

Have you contacted already?

Thank you

Yes. We are currently awaiting a response from the casino.

Thank you. Do you think they Will play my winnings? I have everything verified, i don't understand why this delay. Since february 20 waiting... I have 2000€ pending and still 8200€ more.

Still no updates. Everything remains the same...

hello, still nothing. This was yesterday on the chat support. Still

no updates still no emails, nothing. It's been over a month.

Dear Brunagomes96,

We are currently awaiting a response from the casino. Rest assured, we will keep you updated as soon as we receive any information.

Thank you Hadi. How long is the waiting responde time frame from the casino?

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.

Hello Hadi. What happens if i dont get response? I have 2000€ pending to receive plus 8.200€ more to withdraw

Ive received this email

Dear Brunagomes96,

Thank you for your update.

The casino is given a total of two weeks to respond to your complaint. This period is divided into two stages: the first week is the initial response period, and the second week is the follow-up period.

If the casino fails to respond within this timeframe, the complaint will be closed as unresolved. Please note that this will also negatively affect the casino’s rating in our system as a penalty.

Kind regards,

Hadi

Last email received

emails Ive received today March 24

Last e-mail received

Last email received today March 24 at 12pm.

have they respond to you Haid?

Last e-mail update

Last email update march 24 14:30pm

Dear Brunagomes96,

Thank you for your continued updates. At this moment, we have not yet received a response from the casino.

Rest assured that we will inform you as soon as we have any new information.

I just received another update from Rolly Spins (March 25th). Now they claim they are conducting a 'detailed analysis' and cannot give me a timeframe because they want to be '100% sure'. This is a clear contradiction to their previous email today, where they stated my account has no issues or restrictions. They have been 'analyzing' a simple SEPA withdrawal of €2,000 for 60 days. This is unacceptable stalling.

Dear Brunagomes96,

Thank you for your ongoing updates. Unfortunately, we have not yet received a response from the casino either.

received this email today march 26

E-mails received today March 28

E-mails received saturday 28

Dear Brunagomes96,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at (hadi.a@casino.guru). I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Hadi