Spins Heaven Casino - A retirada do jogador foi adiada e não houve comunicação.

States on their site they pay out within 48 hours. After waiting 48hrs contacted customer support to be told it takes up to 21 working days. No emails received confirming withdrawal request, no info or communication.

contacted customer support again after 17 working days and still no communication, emails or info for an update, received a copy and pasted response that they were checking to see if and software had been used to cheat? I asked who they were regulated by and they closed the chat, went back onto chat and asked again and that stated they do not have that information! Again closed the chat.

I have no expectation of being paid from this site, went on to TrustPilot and realised this is a common ploy and no one seems to be getting their withdrawals paid, many had gone over the 21 working days and still no communication. This is obviously a scam site and should not be promoted. Seems an odd way to behave as obviously I will not be depositing on there again as they do not pay out. No casino takes 21 working days to verify an account and does not communicate at all.

Dear Em2244,

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 understand the whole situation completely.

When did you request the withdrawal?

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.

Best regards,

Dominika

Dear Em2244,

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.

Hi

I sent you an email on Friday 7th march at 18:32pm with the information you requested and screenshots from the customer support as there were too many screenshots to add on here. Please let me know if you need me to resend.

Thanks

Emma

Dear Em2244, is your withdrawal request still pending?

Have you reached out to the casino to find out if any verification is needed?

Yes it is in the screenshots i emailed to you, they said they dont request documents until after the 21 working days where they investigate the withdrawal request to make sure it is accurate, none of it makes any sense and I have not received a single email from them regarding the withdrawal. i only receive promotions from them. There has to be somewhere this can be reported to as it is not right.

Thanks

Emma

Thank you very much, Em2244, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Em2244,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Spins Heaven Casino outside this complaint thread and let you know any new information once I receive it.

Thank you in advance for providing the information.

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 Em2244

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett