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

Hi I withdrew 1,000 out of my 1692.97 winnings 12 days ago, I can't access live chat onsite as error 404 comes up laptop and on phone cache cleared, Chrome and Firefox. I have sent numerous emails and the one they show on site bounces back, so I have Googled ChatGpt there elso and sent them all off including screenshots of the pending withdrawal, they sent me a mail saying account is verified, I also responded to that and it went through and everyone of these vast emails have all been ignored, not one single response so online I was told to try here and you might help? I will attacth photos for you and emails also to variuos emails and some failed ones and a few that went through, thanks John

Dear jkinsley665,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear jkinsley665,

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.

Hi Dominika, not recieved a penny and as of this morning I've now been banned also, no one will replay to me or give me any information whatsoever, I opened this case as a result and as soon as you responded to me as the timeframe was up they banned me from the casino and are not paying me, this is the email. We regret to inform you that your account has been locked by our Operations Team during a routine investigation.

This is a business decision made by our Operations Team Management, which is usually final and permanent.

Should we allow you to have the account re-opened in the future, we'll notify you via email. Until such an event, please consider your account with us permanently closed.

We refer you to section 10.17 of our Terms and Conditions:

10.17 TERMINATION OF ACCOUNT

The Casino reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation will be credited to Your credit card. However, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in a Casino account in any of the following circumstances:

I.    If the name on Your Casino account does not match the name on the credit card(s) used to make deposits on a Casino account;

II.   If You participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion;

III.   If You provide incorrect or misleading registration information;

IV.   If You are not of legal age;

V.    If You reside in a jurisdiction where participation in Casino games is prohibited by law;

VI.   If You have allowed or permitted (intentionally or unintentionally) someone else to play on Your Casino account;

VII.  If You have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other Player(s) as part of a club, group, etc.);

VIII.  If the casino has received charge backs or returns via a deposit mechanism used on your account;

IX.   If You are found colluding, cheating, money laundering or undertaking fraudulent activity;

X.   If it is determined by the Casino that You have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;

XI.   If You use the Website or Your account in bad faith;

XII.  If You make statements that are sexually explicit or offensive in any of our customer support channels, including expressions of bigotry, racism, sexism, harassment of any nature, hatred, profanity or threats of violence;

XIII.  If the Casino should become aware that You have played at any other on-line casino under any of the circumstances set out at (I) to (XIII) above.

Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.

Kind Regards,

Spin Palace Team . Totally disgusting ignoring me for weeks on end and as the timeframe was up they baned me and are keeping my funds. How can casinos do this? I already told the grandchild I was taking away away and now this nonesense, no words

Hi Dominika is this actually you sending this asking me to send the same amount to you? Also it asked for me to fill out the questionaire and i did twice so not sure what's going on , thanks John

It looks legit but I have filled it out twice now and the same email keeps coming in but asking me to send the same amount and you will send double is screaming scam but it's from Casino Guru and has your name so ive no idea what's going on to be honest

Dear jkinsley665, the email you're referring to — asking you to send money and promising to send back double — is not from us. That is a scam, and you should not respond to it, click any links, or provide any personal or financial information.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear jkinsley665, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did the casino specify the exact reason why your account was closed, or did they only refer to the general Terms & Conditions section 10.17?

Was your case one where they confiscated your winnings completely, or did they say they would still pay out your balance despite closing the account?

Was your account fully verified before the closure? Did you receive confirmation that the KYC process was completed and no additional documents were required?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Ok thank you I'll ignore that email, yes of course.

Nope said nothing, I got an email saying my account was verified then I went to withdraw and all was ok, nothing appeared in my account so I tried Live chat but that's non existent and error 404 comes up, I sent of email after email and no response, 12 days passed so I came here for help, then after that I couldn't log in anymore as my account was disabled, you responded to me a few days ago and out of no where I got an email saying they can't process my withdrawal unless I got to the website which i can t or send documentation off to an email link provided and I did so waiting now but that's the first I heard anything in 18 days, it's very stressful dealing with someone who just ignores you for weeks on end, feel like thrash not a customer, I sent off two proofs of address so they can't say anything and one is a goverment payments also, thanks for you r help Dominika

Dear jkinsley665, have you received any response from the casino regarding the documents you sent by email?

Also, are you unable to access the entire casino website, or is it just that you can’t log in to your account?

Could you please forward the communication you’ve had with the casino to dominika.l@casino.guru?

Dear jkinsley665,

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.

Sorry Dominika, this is sent to your email now, you sent me this message like the last time and the same day they send me a mail asking for the documents to be uploaded and i am blocked from logging in, so then send to this email so I did and weeks later they still ignore me and sent the same generic email again the same day you repond here, I'm so angry at being treated this way, thank you for your help on this matter

Dear jkinsley665, kindly forward all communication you've had with the casino — including:

• Emails you sent
• Any replies from the casino (even automated ones)
• The email asking you to upload documents
• Any other relevant messages

Please forward all of them to my email address: dominika.l@casino.guru.

Could you please confirm whether you have sent any email to this address: spincasino@playersupportcentre.com?

Hi Dominika, I sent you a message 3 days ago saying I sent all of this to you, is more needed or something as you came back a day later asking for these? I'm lost and confused now. I sent all emails I sent off, I sent to a good few emails and responded to those who emailed me also, all of which is with you, so do I send all of these to you again or something? John

Dear jkinsley665, could I kindly ask you to forward the actual emails (not just screenshots) that you've exchanged with the casino to my email address at dominika.l@casino.guru?

Unfortunately, the screenshots you've attached are not clear or complete enough for us to properly review the communication. By forwarding the original emails, we can see the full headers, timestamps, and message content — all of which are important for assessing your case accurately.

Hi Dominika, this is now done, thanks

Dear jkinsley665, when was the last time the casino specifically asked you to provide documents for account verification?

Did you send all the documents they requested, as soon as possible and in the correct format?

If so, did you receive any confirmation from them that your documents were accepted or that the verification was completed?

Dear jkinsley665,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of jkinsley665. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, jkinsley665, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thank you, again today I recieved the same generic email as all other times saying they can process the withdrawal if I send the docs I sent many times, I send them and they ignore me as usual so this one I'm not sending as it's actually making me angry and I don't like that, thank you

Hello, Player,

I am sorry to hear about your trouble. From now on, I will assist you with the case.

Before I invite the casino to the thread, can you please provide me with the following:

• The email from Spin Casino about the successful verification, however, not as a screenshot - please open your email inbox on a PC, in one of the most common browsers, and forward the relevant email to my email address (branislav.b@casino.guru) as attachment; click the right mouse button on the relevant email communication to open the drop-down, and choose the option "Foward as attachment"

Thank you. Looking forward to hearing from you.

Hi Branislav, email sent to you now, thanks

Oh I've recieved the same generic email from them again saying login and send the docs but they've blocked me so I can't send or send them to them which I do over and over and no answer ever just weeks later the same email saying upload the docs etc etc and never stops

Dear Player,

Unfortunately, you did not follow my instructions and did not provide the email (verification confirmation) as I requested. You only forwarded to me the same email that you previously sent to my colleague Dominika.

It would be highly appreciated if you could go through my previous post once again and provide the requested, following my instructions.

Thank you.

In the meantime, I will not drag it unnecessarily out, and I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

How can the user access his account and complete the KYC and/or withdraw his balance?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Dear Player,

I was informed that one of the responsible contacts from the casino is on vacation. Therefore, I would like to provide the casino with a few more days to comment on the matter, using other available contacts from our system to connect with the casino outside the thread.

In the meantime, since I noticed that you (again) ignored my request to provide the requested evidence following my instructions, and I have not received any email from you with the requested email communication, I would like to repeat it once again.

Please go through my first 2 posts in this thread once again and carefully, especially the parts addressed to you, and provide me with the requested evidence, and in accordance with my instructions.

• Your screenshots do not prove the KYC/verification was completed with the disputed gaming account, because in your screenshots, there is no information about the email assigned to a gaming account; in such a form, the email and the confirmation of the successful verification could relate to a completely different account
• If your verification was completed at any point, it does not exclude the option that the casino could have reviewed your account and/or the provided documents later thoroughly, possibly finding some discrepancies, which could be a reason to block/close your account
• If you have the email of which screenshot you provided, you have to be able to provide it in the form I required above (the original and complete email from the casino) - forwarded as an attachment

Although we are still waiting for the casino's response, and we require cooperation from the casinos during the complaint resolution process, we also require the same from users/complainants. Therefore, please note that if you fail to provide the requested evidence and/or fully cooperate in resolving your issue, it is possible that the complaint and this discussion, and our final ruling, could take a different direction, and I will be forced to think about the complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you with the requested evidence soon.

Dear Player,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

In the meantime, I received the information that the casino never received any documents from you, and that they should have asked you to send them again, and help you through the process. Once all the documents are delivered and your account verified, you will be allowed to withdraw your balance.

Therefore, please inform us about updates regarding your KYC/verification process after you provide the casino with all the required documentation.

Thank you for understanding.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint at any time. However, we will require full cooperation.

Best regards,

Branislav, Casino.Guru