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

Hello,

This is the first withdrawal request made with the casino and it has not been processed for almost 2 weeks.

When asked, you get the standard answer, just like at most casinos.

Greetings, Florian

Hallo,

dies ist die erste beantragte Auszahlung mit dem casino und würde nun seit fast 2 Wochen nicht veranlasst.

Auf Nachfrage bekommt man die Standard Antwort wie bei den meisten casinos.

Grüße, Florian

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.

Dear PasoBet,

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

Dear PasoBet,

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,

The payment is still pending and has not been processed.

Best regards, Florian

Hallo,

die Auszahlung ist nach wie vor offen und wurde nicht durchgeführt.

Viele Grüße, Florian

Dear PasoBet, 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

Hello Karla,

Here are my answers:

1. This is the first payout; no payout has been successful before.

2. No verification has been requested so far, which is why I haven't been able to complete it. (Screenshot)

3. I chose the sports first deposit bonus, but was limited before I could use it. Therefore, I had to cancel the bonus.

4. I mainly bet on sports.

5. I sent the details of the casino transaction via email.

Greetings, Florian

Hallo Karla,

folgend meine Antworten:

1. Dies ist die erste Auszahlung, davor hat noch keine Auszahlung erfolgreich stattgefunden.

2. Es wurde bisher keine Verifizierung verlangt, weshalb ich diese auch nicht machen konnte. (Screenshot)

3. Ich hab den Sport Ersteinzahlungsbonus gewählt und würde jedoch limitiert bevor ich ihn umsetzen konnte. Deshalb hab ich den Bonus canceln müssen.

4. Ich habe hauptsächlich auf sport gewettet.

5. Den Verlauf mit dem casino habe ich per Mail geschickt.

Grüße, Florian

Dear PasoBet, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello Karla,

The payment was requested on March 28, 2026 and is currently under review.

Attached is the screenshot.

Greetings

Hallo Karla,

die Auszahlung wurde am 28.03.2026 beantragt und steht unter dem Status "under review".

Anbei der Screenshot.

Grüße

Dear PasoBet,

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, Martina, (martina.b@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 all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinit Casino

Dear Spinit Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for the reply.

We kindly ask for your patience while we are review your case.We will inform you as soon as there are any updates.

Kind regards,

Spinit Casino

Hello,

Credit card verification requires uploading the card and has now been rejected several times in the app.

Since it is a virtual and not a physical card, I have attached confirmation of card ownership from the payment provider.

Greetings

Hallo,

Die Verifizierung der Kreditkarte verlangt den upload der Karte und wurde nun mehrmals in der App abgelehnt.

Da es sich um eine virtuelle und keine physische Karte handelt habe ich vom Zahlungsanbieter die Bestätigung über den Besitz der Karte angehängt.

Grüße

Dear PasoBet,

Thank you for contacting us.

We kindly inform you that the relevant department inform us that you need to provide the following documents:

1:screenshots of CC 529559******9592 from your applications.

showing the card holder name and CC number.

Kind regards,

Spinit Casino

Hello, please look at the previous message where I uploaded a screenshot confirming the card number and my name.

Hallo bitte schauen Sie in die vorige Nachricht wo ich genau hierzu einen Screenshot hochgeladen habe der die Kartennummer und meinen Namen bestätigt.

Dear PasoBet,

That’s great, thank you!

If you could also send the document to the casino in its original PDF format, it would be even better.

Thank you very much in advance for your cooperation.

Dear Spinit Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the PasoBet´s verification process.

Please let us know at your earliest convenience.

Hello,

I already sent the proof to both the support and the KYC department in the original PDF via email on April 27th.

Furthermore, I have already uploaded the proof to the app several times.

Greetings

Hallo,

ich habe den Nachweis bereits am 27.04. sowohl an den Support als auch an die Kyc Abteilung im original PDF per Mail übermittelt.

Zudem habe ich den Nachweis schon mehrmals in der App hochgeladen.

Grüße

Hello, as an update: since today I can no longer log in to the casino. I get a message saying my account is under observation.

Greetings

Hallo, als update: seit heute kann ich mich nicht mehr bei casino einloggen. Es kommt die nachricht mein account sei unter Beobachtung.

Grüße

Dear PasoBet,

This is a fairly common procedure. We will now wait for an update from the casino.

Thank you for your patience.

Hello, the outstanding amount was paid out today.

Many thanks to Casino Guru for helping with both communication.

Greetings

Hallo, heute wurde der ausstehend Betrag ausbezahlt.

Vielen Dank an casino Guru für die Hilfe beider Kommunikation.

Grüße

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PasoBet,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina