SpinStellar Casino - O pagamento do jogador foi atrasado.

I have done the identification and my withdrawal has been delayed too much, since 13-05

Έχω κάνει την ταυτοποίηση και η ανάληψη μου έχει καθυστερήσει πάρα πολύ, από 13-05

Dear tomylougs,

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


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.

Dear tomylougs,

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.

No, I haven't received anything, I contacted them today and they tell me about technical problems and excuses, please help.

Όχι δεν έχω λάβει τίποτα, επικοινώνησα σήμερα μαζί τους και μου λένε για τεχνικά προβλήματα και δικαιολογίες, παρακαλώ για την βοήθεια σας.

Dear tomylougs, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

My account is fully verified, the money is mine, not a bonus, when I talk to them in the chat they tell me not to worry, the withdrawal will be made, but I don't see anything, I'm afraid they are scammers.

Ο λογαριασμός μου είναι πλήρως ταυτοποιημενος ,τα χρήματα είναι δικά μου,όχι μπόνους,όταν μιλάω μαζί τους στο τσατ μου λένε μην ανησυχείτε θα γίνει η ανάληψη, αλλά εγώ δεν βλέπω τίποτα, φοβάμαι ότι είναι απατεώνες.

Dear tomylougs, I have not received any email or any communication from you regarding your interactions with the casino. Could you please send any chat transcripts, emails, or screenshots of your communication with them to dominika.l@casino.guru, or upload them here?

Still nothing, they keep telling me the same thing and withdrawal is not possible.

τιποτα ακόμα όλο τα ίδια μου λένε και ανάληψη δεν γίνεται.

Dear tomylougs, do you have any updates regarding the withdrawal? Has the status of the withdrawal changed in any way?

No, there hasn't been a new one, they tell me there are technical problems, I think they're kidding me.

Όχι κανένα νεώτερο δεν έχει γίνει,μου λένε ότι υπάρχουν τεχνικά προβλήματα, νομίζω με κοροϊδεύουν.

Thank you very much, tomylougs, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you tomylougs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinStellar Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I haven't received my withdrawal yet and when I contact them they give me various excuses, that the payment provider has a problem, etc. Please help me, I don't see them responding to you either.

Δεν έχω λάβει ακόμα την ανάληψη μου και όταν επικοινωνώ μαζί τους μου λένε διάφορες δικαιολογίες,ότι έχει πρόβλημα ο πάροχος πληρωμών κτλ, παρακαλώ για την βοήθεια σας,δεν βλέπω να απαντάνε ούτε σε εσάς.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tomylougs,

I have tried to contact the SpinStellar Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter