Spinrollz Casino - As desistências dos jogadores foram adiadas.

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 f7abi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• 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.

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

Best regards

Petra

Good day,

I achieved the winnings with a bonus, but this has been wagered and it is real money.

Here are the requested screenshots.

Guten Tag,

Ich habe die Gewinne mit einem Bonus erzielt, dieser ist aber umgesetzt und es ist Echtgeld.

Hier die gewünschten Screenshots.

Thank you for your reply and for providing the previous details, f7abi.

• What payment method did you attempt to use after canceling the payout?
• Have you experienced any issues with your bank that may affect the withdrawal process?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I tried another bank of mine, but that withdrawal is still pending too. I wanted to rule out the bank as the problem.

I had no problems with my bank; as I said, many withdrawals have already been made through this bank.

I contacted SpinRollz regarding backups of the live support chats, but haven't received a response yet. The problem is, I didn't take any screenshots of the live chats at the time; I didn't anticipate it would cause such problems with the money.

Ich habe eine andere Bank von mir ausprobiert, diese Auszahlungen ist aber auch noch offen. Wollte es auschließen dass die Bank das Problem ist.

Ich hatte keine Probleme mit meiner Bank, wie gesagt über diese Bank wurde schon sehr viele Auszahlungen getätigt.

Ich habe mit SpinRollz geschrieben bezüglich den Backups von den Live Support Chats aber bis jetzt keine Antwort erhalten. Das Problem ist ich habe damals keine Screenshots von den Livechats gemacht, ich ging nicht davon aus das es so Probleme machen wird mit dem Geld.

Dear f7abi

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 Barbora (barbora.p@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,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Spinrollz Casino representative to join this conversation.

Dear Spinrollz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We kindly inform you that we are checking the matter with our relevant team and we will have updates for you at the nearest time.

Thank you for your patience and understanding.

Best regards,

Spinrollz Team

Dear Spinrollz Team,

Thank you for the update.

We acknowledge that the matter is currently under review by your relevant team. We will await your findings and appreciate your cooperation in providing clarification at your earliest convenience.

Dear f7abi,

Thank you for your patience.

We kindly inform you that your withdrawals have been completed.

Excuse us for the inconvenience caused from this delay.

Best regards,

Spinrollz Team

Dear Spinrollz Team,

Thank you for your update and for your cooperation in this matter.

We appreciate your assistance and the efforts made to resolve this case.

Dear f7abi,

Could you please confirm whether you have successfully received your funds? Once we have your confirmation, we will be able to proceed with closing the complaint as resolved.

Thank you in advance for your reply.

Good day,

I have received my requested payouts. However, there is still money in the account, and I have submitted two new requests. To avoid having to go through the process again if there are further problems, I would like to keep the complaint active until all payments have actually been processed.

If this is okay.

Guten Tag,

ich habe meine beantragten Auszahlungen erhalten. Es ist aber noch Geld auf dem Account und ich habe 2 neue Anfragen gestartet. Um das Verfahren, falls es wieder Probleme gibt nicht erneut zu durchlaufen, würde ich gerne die Beschwerde so lange aktiv halten bis auch wirklich alles ausgezahlt ist.

Wenn dies in Ordnung ist.

Dear f7abi,

Thank you for your update and confirmation.

We completely understand your concerns. In order to avoid reopening the process in case of further delays or issues, we will keep this complaint open until all remaining withdrawal requests have been successfully processed and received by you.

Please continue to keep us updated regarding the status of your pending withdrawals.

Dear f7abi,

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.

Hi, so I've now received my second €500 payment. Five more are still needed. I think the case should be closed in seven days. I'll give you an update shortly before then. Thanks for everything.

Hallo, also ich habe jetzt meine 2. 500€ Auszahlung erhalten. Es fehlen jetzt noch 5 Stück. Ich denke in 7 Tagen sollte der Fall geschlossen sein. Ich gebe dann nochmal kurz vor Beendigung der Zeit eine Rückmeldung. Danke für alles

Dear f7abi,

Thank you for the update.

We are pleased to hear that you have now received another €500 payment. We appreciate you keeping us informed about the progress of your withdrawals.

As there are still several pending payouts remaining, we will keep the complaint open for the time being. Please provide us with another update before the current timer expires, so we can continue monitoring the situation accordingly.

We appreciate your cooperation throughout the process.

Good day, more and more payments are coming in. However, €2000 is still missing. I would like to keep the complaint open for this week and next week.

Guten tag, es kommen immer merh Auszahlungen. Es fehlen aber noch 2000 euro, ich wurde gerne noch die und die nächste woche die beschwerde offen halten

Dear f7abi,

Thank you for the update.

We are glad to hear that further payments have arrived. We understand that €2000 is still pending, therefore we will keep the complaint open.

Dear f7abi,

We kindly inform you that more pending withdrawals have been completed.

We appreciate your patience.

Best regards,

Spinrollz Team

Thank you for the information, there are still 2 payments outstanding, then we can close this case.

I would like to thank the SpinRollz representative and Barbora in advance.

I will let you know again when everything is finished.

Danke für die Information, es sind noch 2 Auszahlungen offen dann können wir den Fall hier schließen.

Ich bedanke mich schonmal an den SpinRollz Vertreter und an die Barbora.

Ich werde Ihnen nochmals Bescheid geben wenn alles abgeschlossen ist.

Dear f7abi,

Thank you for the update.

We are glad to hear that only two pending payments remain. Please continue to keep us informed regarding the status of the remaining withdrawals. Once all funds have been successfully received, you may either let us know here or mark the complaint as resolved using the resolved button.

There have been no further payouts for a week.

Es gibt keine weiteren Auszahlungen, seit einer Woche.

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

Dear f7abi,

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,

Barbora