Spinrollz Casino - O jogador acredita que o seu pagamento foi atrasado.

I created an account with Spinrollz, they didn't ask me for identification (photo attached) and they've already made 4 withdrawals, including one requested on June 30 (paid on July 5). In the meantime, I have 3 pending withdrawals (July 1, 3 and 5) of €500 each. They say the withdrawal deadline is 3 working days and look how long it's been. They say it's due to too many withdrawal requests and they don't give me a specific deadline to solve the problem, which in my opinion is serious. I contact support every day (even by email) and the answer is always the same and meaningless. The withdrawal method is exactly the same as always. I think that since I've won some money they're trying to get me to cancel the withdrawals, play and lose. Can you help me in this very serious situation? Thank you very much, I'm attaching some of the prints I need to substantiate this complaint.

I can't attach the screenshots. Can you send them by email, thank you very much

Criei conta na Spinrollz, não me pediram identificação (foto em anexo) e já me efetuaram 4 levantamentos inclusive um solicitado no dia 30 de junho (pagaram no dia 5 d Julho). Entretanto tenho 3 levantamentos pendentes (1, 3 e 5 de Julho) de 500€ cada. Dizem que o prazo de levantamento são 3 dias úteis e vejam o tempo que já passou. Dizem que é por excesso de solicitações de levantamento e não me dão um prazo concreto para a resolverem o problema que na minha opinião é grave. Todos os dias contato o suporte (até por email) e a resposta é sempre a mesma e sem sentido. O método de levantamento é exatamente o mesmo de sempre. Penso que como ganhei algum dinheiro eles estão a tentar que cancele os levantamentos jogue e perca. Podem me ajudar nesta situação muito grave ? muito obrigado mando em anexo algum prints necessários para fundamentar esta reclamação.

Não consigo anexar os prints .. é possível mandar por email, muito obrigado

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

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.

There has been no development. I want to attach images and in this chat and I can't. In the meantime, I've already sent it to your e-mail address and I'm 100% available for any clarification.

Thank you very much, please do something

Não houve nenhum desenvolvimento. Quero anexar imagens e neste chat e não consigo. Entretanto já enviei para o seu e-mail e estou 100% disponível para qualquer esclarecimento.

Muito obrigado por favor façam alguma coisa

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

Dear player,

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,

Dominika