Spinrollz Casino - A retirada do jogador foi adiada.

Good day,

I won €1,300 at the casino about three weeks ago, and it was successfully paid out after three business days. I then won €2,400 and have been waiting for the payout since July 18, 2025. I've already written to support six times, and they keep saying they apologize for the delay and that I should be patient. I can't understand why they need to keep checking things for so long if everything has been checked and a payout has already been processed correctly.

I ask for help!

Best regards

Guten Tag,

ich habe in dem Casino vor circa 3 Wochen 1300€ gewonnen und dies wurde erfolgreich nach 3 Werktagen ausgezahlt. Anschließend habe ich 2400€ gewonnen und warte seit dem 18.07.2025 auf die Auszahlung. Ich habe bis jetzt schon 6 mal dem Support geschrieben, diese äußern immer wieder, dass sie sich für die Verzögerung entschuldigen und ich Geduld haben soll. Ich kann nicht verstehen, wenn alles geprüft wurde und schon mal eine Auszahlung einwandfrei ausgezahlt wurde, was man da solange noch prüfen muss??

Ich bitte um Hilfe!

Liebe Grüße

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

When was the last time you communicated with the casino? How did they explain the delay in processing your withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day,

I never verified myself on this site because it was never requested, and it stated from the beginning that no verification was necessary. And as I said, three withdrawals have already been transferred. I played without a bonus and I played book games with free spins. Support never explains the delay, and questions are never answered. They always just say, "We understand this is frustrating; we apologize for the inconvenience."

Best regards

Guten Tag,

ich habe mich auf dieser Seite nie verifiziert, denn es wurde nie verlangt und es stand von Anfang an, dass keine Verifizierung nötig ist. Und wie gesagt, wurden ja schon 3 Auszahlungen überwiesen. Ich habe ohne Bonus gespielt und ich habe Bücherspiele mit Freispielen gespielt. Die Verzögerung wird von dem Support nie erklärt und auf Fragen wird auch nicht eingegangen. Es heißt immer nur „Wir verstehen, dass es ärgerlich ist, wir entschuldigen uns für die Unannehmlichkeiten".

Liebe Grüße

Please forward me all the communication between you and the casino regarding the delay in processing your payments at veronika.f@casino.guru, or post screenshots of your conversations here.

These are two examples; I always get the same answers. I've written a total of six times so far.

Best regards

Das sind zwei Beispiele, ich bekomme immer die selben Antworten. Ich habe insgesamt 6 mal bis jetzt geschrieben.

Liebe Grüße

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kingseri,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinrollz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear all,

Please be informed that there are currently no pending withdrawals on the players account. The player's reference withdrawals were paid out on the 8th of August.

We hope this helps clarify the matter for you.

Best regards,

Spinrollsz

Dear Kingseri,

Could you please confirm that the withdrawal in question has been received and that you have no further pending withdrawals?

Best regards,

Attila G.

Dear Kingseri,

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,
Attila
Casino.Guru