SpellWin Casino - O reembolso do jogador está atrasado.

They have said they will refund me the total of 2030 EUR. They said they can’t do it by card payment and it had to be a crypto wallet. I do not have a crypto and I never used it to deposit.

they said they could do it by Neteller but when I gave them my Neteller email they then said it cannot be done.

Im really concerned by this.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Since the casino recommended using a crypto wallet for processing the refund, we also suggest it.

I apologize for not being of more help in the situation. Kindly register using a trusted crypto platform and provide your wallet to the casino for the purpose of receiving a refund. Both of the recommendations given by the casino appear reputable.

Looking forward to your reply.

Best regards,

Tomas

Okay. I’ve done that. I’m a little concerned how they can only do that via crypto as on their website it says they withdraw back to the original payment method due to AML

Thanks for your reply and for your cooperation.

Was your effort to reach a solution with the casino successful?

Please let me know about any further developments regarding the case.

Dear LizzieCG,

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,
Tomas
Casino.Guru