SPINIMAX Casino - O jogador afirma que o seu pagamento foi atrasado.

I received a text message and took the bait. I registered and after several deposits, I won. Since they advertised fast withdrawals, I made my first one via Fast Transfer for 2000. They rejected it for verification.

I started the verification process and requested the withdrawal again, and after a while I received an email saying I had to send a photo of myself holding my ID. I sent it, and since then no one answers my emails (they receive them but don't reply).

I have a pending withdrawal of €2000 from June 19th and no one is saying anything. And I can't withdraw the other balance without first canceling the other withdrawal because then the withdrawal period starts all over again.

I asked in the chat and they didn't say anything, and they didn't answer my email either.

Me mandaron un sms y pique. me registre y despues de varios depositos gané. como anuncian retiros rapidos hice el primero por fast transfer por un importe de 2000. me lo echaron atrás para hacer verificacion.

Inicie la verificación y volvi a solicitar el retiro y al rato me llego un correo diciendo que tenia que enviar una foto sujetando el DNI. La mande y desde entonces nadie contesta a los mail (los reciben pero no contestan).

Tengo una retirada pendiente de 2000 euros desde el día 19 de junio y nadie dice nada. Y tampoco puedo hacer el retiro del otro saldo sin cancelar primero la otra retirada porque entonces el plazo de retiro vuelve a empezar de cero.

Pregunto en el chat y no dicen nada y al correo tampoco contestan.

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Dear mariasm,

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

I've already completed the verification. I understand it might take some time, but what I don't understand is why they advertise a fast transfer and it's not true. I also don't understand why they ask for a document by email and don't answer my questions.

I also don't understand why I have to wait for the first withdrawal to be completed in order to withdraw the rest of the balance, because both withdrawals can't be processed at the same time?

The withdrawal policy is nowhere to be found. And no one answers. Isn't advertising quick withdrawals and then not responding or processing them misleading?

La verificación ya la hice. Puedo entender que tarden pero lo que no entiendo es que anuncien fast transferencia y no sea verdad. Tampoco entiendo que me pidan un documento por correo y no contesten a las dudas.

tampoco entiendo que para retirar el resto del saldo tenga que esperar a que se finalice la primera retirada porque no pueden estar las dos retiradas al mismo tiempo?

la política de retiro no aparece por ningún sitio. Y nadie atiende. Decir retiros rápidos y luego no contestar y no tramitar no es engañoso???

Dear mariasm,

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.

I haven't received it. And then the withdrawal disappeared from the app. I spent the rest of the balance.

But the withdrawal in 2000 disappeared, nobody answered anything and they never replied to my emails.

no lo he recibido. y luego desparecio la retirada de la aplicacion. el resto del saldo lo gaste.

Pero desaparecio la retirada de 2000, nadie contestaba a nada y nunca me contestaron a los correos.

Dear mariasm, 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

I was unable to make any withdrawals.

I understand that I passed the verification because they asked me for a photo with my ID, but they have never replied to my emails.

no pude realizar ningun retiro.

entiendo que si pase la verificacion porque me pidieron una foto con dni, pero nunca han contestado a los correos

ear mariasm,

Thank you very much for your reply.

Could you please answer the remaining questions from my previous message, as they are important for me to fully understand your case?

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?

Additionally, could you please resend your communication with the casino regarding your withdrawal? Unfortunately, I was unable to locate any emails or documents in my inbox. You can resend them to karla.m@casino.guru or attach the screenshots directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

1. without bonus
2. casino games

1. sin bono
2. juegos de casino

Dear mariasm,

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,unya,( munya.s@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

Dear mariasm

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from SPINIMAX Casino to join this discussion and provide their comments regarding the matter.

Dear SPINIMAX Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

mariasm

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya

Casino Guru