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

"The casino is using stalling tactics. Official letter to the email support@spinrollz.com I've already sent a request, but live chat support refuses to resolve the issue and keeps sending me back to email. My account is fully verified, and they have no legal grounds for withholding the payment from September 10th. I ask the Casino Guru team to intervene, request an explanation from the Spinrollz representative, and set a timer for their response."

«Казино использует тактику затягивания времени. Официальное письмо на почту support@spinrollz.com мной уже было отправлено ранее, однако в живом чате поддержка отказывается решать вопрос и снова отправляет меня по кругу на email. Мой аккаунт полностью верифицирован, и никаких законных оснований удерживать выплату от 10 сентября у них нет. Прошу команду Casino Guru вмешаться, запросить у представителя Spinrollz объяснения и установить для них таймер на ответ».

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Dear Tetiiiiiii,

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

Question??? Why is it already within 14 days, when I have screenshots from agents who swear it'll be within three business days? I asked if I needed a passport or something else, and they said "No, your account is verified and everything's fine." Wait for the payout. And you're telling me it's 14 days. How come? I have all the screenshots of the correspondence. A one-day delay is acceptable, but not 11 days. I've never encountered a site like this in my years of using it; the operators were always helpful, and the withdrawal came immediately or on time. Three days, and here it's 14—that's too much.

Вопрос??? Почему уже в течении 14 дней, если у меня есть скриншоты агентов которые прям уверяют что в течении трех рабочих дней. Я спросила нужен паспорт или еще что-то сказали нет ваш аккаунт верифицированный и все норм. Ожидайте выплату. А вы мне пишите 14 дней. Как так? Все скрины переписки все есть. Есть понятие задержка на день но не на 11 дней. Я не сталкивалась за свои года с таким сайтом ни раз, операторы во все помогали и вывод приходит сразу или в срок. Три дня а тут 14, ну это перебор

Wait 14 days and then file a complaint. Why is that????? And when agents assure me there's no time to worry, I'll receive my payment on time within three days. What 14 days????

Подождать 14 дней потом подавать жалобу. Почему так????? А когда агенты уверяют что нет время для беспокойств я выплата прийдет в срок в течении трех дней. Какие 14 дней????

Hello, Jean! Thank you for your reply. I requested a withdrawal on September 10th. My account is currently fully active, and casino support hasn't asked for my passport or other documents for KYC verification. I'm willing to wait 14 days, as recommended by your rules. However, I'd like to resolve this issue sooner, as they assured me specifically that the funds would arrive within three days. I have screenshots of all the correspondence. If the funds aren't received, I'll immediately update this complaint and contact you. Thank you for your assistance!

Здравствуйте, Jean! Спасибо за ответ. Я запросил(а) вывод средств 10 сентября). На сегодняшний день аккаунт полностью активен, поддержка казино не запрашивала у меня паспорт или другие документы для верификации KYC. Я готов(а) подождать 14 дней, как рекомендуют ваши правила. Но хотелось бы решить этот вопрос раньше, так как они уверяли имено меня что поступят в срок 3 дней. Все скриншоты переписку у меня есть. Если деньги не поступят, я сразу же обновлю эту жалобу и обращусь к вам. Спасибо за помощь!»

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

Dear Tetiiiiiii,

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,

Jean