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Dear KamilGS,

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.

• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Dear KamilGS,

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

Could you please let us know:

• How long your last successful withdrawals took to be processed?
• Have you received any specific information from the casino regarding the reason for the delay in your withdrawal? Could you provide further communication you had with the casino, including screenshots, emails, or chat records. You may send all documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear KamilGS

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 Jean (jean.s@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 Petra,

Thank you very much for your efforts and help.

And I also thank Jean, who is willing to help.

Best regards,

KamilGS

Liebe Petra,

ich danke dir recht herzlich für deine Mühen und Hilfe.

Und ich danke ebenfalls Jean, der bereit ist, zu helfen.

Liebe Grüße,

KamilGS

Hello KamilGS,

My name is Lala 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,

Lala

Hello Lala,

Thank you very much for your support.

A small update on the status of my withdrawal requests, to make the work easier for the colleagues at Spinrollz:

Thank you in advance.

Best regards,

KamilGS

Hallo Lala,

ich danke Ihnen recht herzlich für Ihre Unterstützung.

Ein kleines Update über den Stand meiner Auszahlungsanträge, um den Kollegen des Spinrollz Teams die Arbeit zu erleichtern:

Ich bedanke mich im Voraus.

Liebe Grüße,

KamilGS

Dear KamilGS,

Thank you for reaching out to us.

To ensure this is handled correctly, we have forwarded the details to the relevant department for a comprehensive review.

We are looking into the matter closely and will provide you with an update as soon as we have an update from their side.

We appreciate your patience while we work toward a resolution.

Best regards,

Spinrollz Casino Team

Dear Spinrollz Casino,

Thank you for reviewing the player's situation. We look forward to your update within a week.

Dear Spinrollz Team,

Thank you for your willingness to help.

I have been waiting for about 7 weeks for the payments to be processed.

Best regards,

KamilGS

Sehr geehrtes Spinrollz Team,

ich danke Ihnen für die Bereitschaft zu helfen.

Ich warte schon seit ca. 7 Wochen auf die Bearbeitung der Auszahlungen.

Liebe Grüße,

KamilGS

Dear Lala,

Dear Spinrollz Team,

Today marks exactly 7 weeks since I submitted my withdrawal requests and I still haven't received the money.

I contacted the casino chat again today:

I receive the same answers every time and am asked for patience every time.

Please understand that my patience will eventually run out.

Seven weeks is a bit too long for a payout, especially when it's always the same payment method that I've successfully used before.

Best regards,

KamilGS

Liebe Lala,

Liebes Spinrollz Team,

heute sind es mittlerweile genau 7 Wochen seit ich meine Auszahlungsanfragen gestellt habe vergangen und ich habe das Geld immernoch nicht erhalten.

Ich habe mich heute erneut mit dem Casino-Chat in Verbindung gesetzt:

Ich erhalte jedes Mal die gleichen Antworten und werde jedes Mal um Geduld gebeten.

Bitte haben Sie Verständnis dafür, dass irgendwann auch meine Geduld am Ende ist.

7 Wochen sind schon etwas zu sehr lang für eine Auszahlung. Vor allem, wenn es immer die gleiche Zahlungsmethode ist, mit der ich schon mal erfolgreiche Auszahlungen erhalten habe.

Liebe Grüße,

KamilGS

Dear KamilGS,

We understand that access to your funds is essential, and we sincerely apologize for the delay in processing your withdrawal.

We have followed up with our finance department once again to expedite the transaction and hope to provide a successful update very shortly.

Thank you for your continued patience.

Kind Regards,

Spinrollz Casino Team

Dear Lala,

Dear Spinrollz Team,

I thank you both for your help and support.

I received both payouts 2 days ago and the case is successfully closed from my side.

Thank you very much,

KamilGS

Liebe Lala,

Liebes Spinrollz Team,

ich danke Ihnen beiden für die Hilfe und Unterstützung.

Ich habe beide Auszahlungen vor 2 Tagen erhalten und der Fall ist aus meiner Seite erfolgreich abgeschlossen.

Lieben Dank,

KamilGS

Dear KamilGS,

We're glad to hear that you have received both of the pending withdrawals. 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, 

Lala

Casino.Guru