Spins Joy Casino - As retiradas do jogador foram atrasadas.

I have requested two withdrawals totaling 553 euros. The first before 8 days, it should be processed within 48 hours. Haven't heard from the casino since.

The chat is not available and e-mails are not answered.

Ich habe zwei Auszahlungen von insgesamt 553 Euros beantragt. Die erste vor 8 Tagen, sie sollte innerhalb 48 Stunden bearbeitet werden. Habe seit dem nichts von dem Casino gehört.

Der Chat ist nicht erreichbar und auf e-mails bekommt man keine Antwort.

Dear Anja,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for? Do I understand correctly that payments are still pending inside your account without being processed or they have been sent but never reached you?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

one payout is via bank transfer and the other via MuchBetter. I had already deposited with both payment methods. The payments have not yet been processed, it still shows that the payout can be canceled. I also sent the documents for verification last week, although it was said that no documents are required at the moment.

Hallo,

eine Auszahlung ist per Banküberweisung und die andere mit MuchBetter. Ich hatte bereits mit beiden Zahlungsmethoden eingezahlt. Die Zahlungen wurden noch nicht verarbeitet, es zeigt immer noch an das man die Auszahlung abbrechen kann. Auch habe ich schon letzte Woche die Dokumente zur Verifizierung gesendet, owohl es hieß das derzeit keine Dokumente benötigt werden.

Today I got a message that the first payout is now being processed.

Heute bekam ich eine Nachricht das die erste Auszahlung nun bearbeitet wird.

Perfect. Please keep me informed regarding any developments. I will be waiting for more good news patiently.

Additional comments from the player:

"Hello, I filed a complaint about Spins Joy on June 17th, 2021 because my money is not being paid out.

Unfortunately I no longer have a link in my e-mail address to reply to the complaints. Can you send me something again so that I can answer you.

I thought the casino had processed my withdrawal because they wrote me about a week ago that it is now being processed.

However, I still haven't received any money ..

With best regards,

Anja K *** "

Additional comments from the player:

"Hallo, ich habe am 17.6.2021 eine Beschwerde über Spins Joy eingereicht da mein Geld nicht ausgezahlt wird.

Leider habe ich keinen Link mehr in meiner e-mail Adresse um eine Antwort bei den Beschwerden zu schreiben. Können Sie mir nochmal etwas senden damit ich bei Ihnen Antworten kann.

Ich dachte das Casino hätte meine Auszahlung erledigt, da sie mir vor etwa einer Woche schrieben das es nun bearbeitet wird.

Jedoch ist noch immer kein Geld bei mir angekommen..

Mit freundlichen Grüßen,

Anja K***"

Have you received any tracking number for the transaction from the casino?

The payout to my bank account arrived today. The MuchBetter payout is not yet in the account, I'll check that again tomorrow.

Die Auszahlung auf mein Bankkonto ist heute angekommen. Die MuchBetter Auszahlung ist noch nicht auf dem Konto, das prüfe ich Morgen nochmal.

Thank you, Anja, for the update. I will be waiting for more good news patiently.

Hello Anja,

Have there been any developments since our last conversation?

The 200 euros still didn't reach MuchBetter. I sent the MuchBetter account statement to SpinsJoy and they are now trying to find out what happened to the transfer. Allegedly it was already on June 26th. paid off.

Die 200 Euros kamen noch immer nicht auf MuchBetter an. Ich sendete SpinsJoy den MuchBetter Kontoauszug und die versuchen nun herauszufinden was mit der Überweisung passierte. Angeblich wurde es ja schon am 26.6. ausgezahlt.

Thank you very much, Anja, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thank you very much.

Okay, vielen Dank.

Hello Anja!

From now on, I will take care of your complaint. I would like to invite Spins Joy Casino's representatives into this complaint's thread in order to help us to resolve the issue.

Hello Martin,

many thanks for your help.

Hallo Martin,

vielen Dank für Ihre Hilfe.

We would like to ask Spins Joy 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.