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

Hey dear Casinoguru & Spinpirate team,

Unfortunately, I am also forced to submit a complaint because I feel like I am only being stalled by the live chat and have not received any feedback to date.

First of all, I've been playing Raw at Spinpirate for a week and haven't noticed anything negative apart from the problems mentioned below. I'm currently using the credit for my small live streams in the Discord, but I also want to pay out part of it, but that's not possible.

On February 22nd I uploaded all the necessary documents, 3 days later I received the confirmation in the live chat that the documents are in order and that I can pay out soon. Unfortunately nothing has changed after 7 days, the KYC procedure is still pending, so no withdrawal requests can be processed. The live chat is nice but not helpful at all.

I fully understand if Spinpirate is busy due to the technical issues but under the circumstances you get a reluctance to continue playing there so I am asking for your help.

I would be happy if you could help me on this instead of just stalling the players.

My username is farrow94

Best regards

Hey liebes Team von Casinoguru & Spinpirate,

leider bin ich dazu gezwungen auch eine Beschwerde einzureichen, da ich vom Livechat gefühlt nur hingehalten werde und bis dato keine Rückmeldung erhalten habe.

Kurz vorab, ich spiele bei Spinpirate seit einer Woche Raw und habe bis auf die unten genannten Probleme nichts negatives feststellen können. Derzeit nutze ich das Guthaben für meine kleinen Livestreams im Discord, allerdings will ich auch einen Teil davon in Auszahlung geben nur ist das nicht möglich.

Am 22.02 habe ich alle nötigen Unterlagen hochgeladen, 3 Tage später habe ich dann im Livechat die Bestätigung erhalten, das die Dokumente in Ordnung sind und ich demnächst auszahlen kann. Nach 7 Tagen hat sich leider nichts geändert, das KYC Verfahren steht noch immer auf Pending, dadurch können keine Auszahlungsanfragen bearbeitet werden. Der Livechat ist zwar Nett aber keineswegs hilfreich.

Ich habe vollstes Verständnis, wenn Spinpirate aufgrund der technischen Probleme viel zu tun hat aber unter den Umständen bekommt man eine Abneigung dort weiterzuspielen, daher bitte ich um Hilfe.

Würde mich freuen, wenn man mir diesbezüglich weiterhelfen könnte anstatt die Spieler nur hinzuhalten.

Mein Username lautet fpfeil94

Liebe Grüße

Dear fpfeil94,

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

Can you please close the case ? The money was lost

Thanks very much

Können Sie den Fall bitte schließen ? Das Geld wurde verspielt

Vielen Dank

Thank you for your reply, fpfeil94. I am sorry to hear that.

I will close this complaint as there are no funds left to withdraw. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.