Spin Samurai Casino - O levantamento dos prémios dos jogadores está atrasado.

This casino is the most incompetent group of people I have ever dealt with by far! For two weeks now I've been trying to get a simple cash out of $80 only. They keep canceling it saying that I haven't approved the web address for my crypto wallet. Every single time I have gotten the email and clicked their link to approve it. Every single time it takes me to an error page 404. Every single time I've also brought this to their attention. I was told by their customer service agent to not worry about the link not working in the error page and that I will be getting my deposit in the next day or two. Well yet again they have canceled the withdrawal. So either this casino is the most incompetent group of people on planet Earth or just a straight-up scam and I'm beginning to think the latter. I have documented all of our conversations between me and their agents so they can't backpedal. If they can't pay a simple $80 then why would anyone ever gamble there? Laughable. I am so past over this it's unreal just pay what you owe!!

Dear dmbsong41,

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

No it's being canceled because they say I haven't approved my crypto wallet address, not because of kyc. The Link they send every single time takes me to an error page 404 which I brought to their attention and their agents told me not to worry about it and that I would get my deposit the next day. This has been going on for 2 weeks now and I've tried to cash out 5, 6, 7 times and every single time it's the same thing!

Just look at the files I included with the complaint as I've documented every single conversation we have had

Thank you very much for your reply, dmbsong41. Have you made any successful withdrawals before? If possible, please post a screenshot of your withdrawal history here.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've talked to customer service multiple times over this last two weeks. 2 days ago the most recent explaining everything, she said someone would get it figured out and my money would be sent and yet again tonight, it was canceled because of that damn approval link! I'll send the latest convo

Nobody contacted me as promised and the cash out was canceled yet again. It's insane

Nobody has contacted me yet as of 9/28/23 and the help chat just tells me that they will get back to me and that there is some error with their system and their links. It's always a different excuse and nobody ever contacts me. DO NOT PLAY AT THIS CASINO AS ITS A SCAM

Finally, after 2 weeks of going back and forth, and nobody responding/getting back to me, and 20+ help agents I've spoken to, today one finally helped me and got it done. Hallelujah

Hopefully the money actually shows up

Hello dmbsong41,

We sincerely apologize for the inconvenience you've faced and the technical glitch regarding the confirmation of your cryptocurrency wallet.

We truly appreciate your patience and understanding regarding all the instructions we've sent you.

Now, however, as we can see, your withdrawal has been successfully sent to the address you provided.

We also want to apologize for the misunderstanding and the unfavorable experience due to the withdrawal cancellation issue related to the confirmation link problem. We understand your frustration, and we assure you that we are investigating this matter thoroughly.

Please rest assured that we are doing everything possible to rectify this situation promptly.

If you have any further questions or concerns, please don't hesitate to reach out to our support team. We are always here to assist you.

Kind regards, Spin Samurai Casino

Hello everyone,

Thank you both for your replies.

dmbsong41, please let us know when you receive the withdrawal so that we can close this complaint accordingly. Thank you in advance.

Dear dmbsong41,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.