SpinLander Casino - O jogador ainda não recebeu os seus prémios.

Backstory: Last week I deposited here with a welcome bonus I deposited with my Visa $700 and took an 80% deposit bonis. I cleared wagering and have an account balance after wagering of 2,740.15.. i verified my account with no issues.

When I went to withdraw i have to choose an option that is available in my account. I tried etransfer but it was not allowed as I did not deposit with that method. The other options were cryptocurrency which is fine, so I tried to withdraw with Litecoin but it was also not allowed because I've never used that method to deposit. I went to live chat and they told me to use bank transfer to the same card I deposited with. Everyone in the industry knows you can't deposit back to a Visa and there was no option on my withdrawal page to do so anyways. I told chat that that and asked if I made a smaller cryptocurrency deposit could I cash out my winnings there. Was informed yes.

So I made a 137.97 litecoin deposit leaving my account balance 2.877.42. Requested first withdraw, daily max $750 using litecoin. It was rejected twice with the message to use bank transfer. After emailing for two days back and forth and letting the casino know I deposited Litecoin, they were fine with me using that method.

This morning I received an email that said due to technical issues a crypto withdrawal cannot be executed by finance team. Literally, I have no other options for withdrawal at this point. I dont have mfinity, neteller, or skrill accounts and i sure as shit am nit making another deposit here to verify the withdrawal method until im paid out This casino needs to stop screwing around and process my crypto withdrawal. If you can accept crypto you can allow withdrawals by it.

Dear player,

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 the 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

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

If anything seems suspicious, contact us directly.

Stay safe.

At this point, the casino is completely stalling. They have made one payment of $750CAD this past Monday. I made the 2nd withdrawal request Tuesday for $750. Its now Friday evening. They dont process withdrawals on weekends and they don't respond to emails. So we are looking at what? 6 weeks total to cashout 2,900 dollars. What are we going to do here? This is frankly unacceptable behavior from a highly rated casino.

Dear player,

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

At this point, the casino is completely stalling. They have made one payment of $750CAD this past Monday. I made the 2nd withdrawal request Tuesday for $750. Its now Friday evening. They dont process withdrawals on weekends and they don't respond to emails. So we are looking at what? 6 weeks total to cashout 2,900 dollars. What are we going to do here? This is frankly unacceptable behavior from a highly rated casino.

Just a heads up i finally received the 2nd $750 payment today.

Will request a third and see how that goes

Dear player, do I understand correctly that you’ve received a total of $1,500 CAD so far from the two withdrawals?

Also, when did you submit your third withdrawal request, and how is that progressing?

Dear Slottys,

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,
Dominika
Casino.Guru

Dear player,

We’ve received your update and are glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru