SpinSpirit Casino - As retiradas dos jogadores estão atrasadas.

I've made deposits amounting to more than 3000 euros and finally won approximately 8500 euros. The KYC verification took about 4 days. After that, I've been trying to make withdrawals. I've managed to withdraw 2000 euros over three weeks. I have withdrawals that are marked as pending, according to their terms, withdrawals can take up to 48 hours to be approved or processed. However, I have withdrawals that have been waiting for over 65 hours. I get the same response every time from the finance team that all withdrawals are being investigated. Despite this, the website promises quick withdrawals.

Jag har gjort insättningar för över 3000 euro. Och vann äntligen ca 8500 euro. Kyc verifiering tog ca 4 dagar. Och efter det har jag försökt göra uttag. Har lyckats göra uttag på 2000 euro under tre veckor. Jag har uttag som står som pending, enligt deras villkor så kan uttag dröja 48 h tills dom godkänns eller hanteras. Men jag har uttag som väntat i över 65 h. Jag får samma svar varje gång från finans teamet att alla uttag undersöks. Hemsidan lovar dock snabba uttag.

Dear Besbes123,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the screenshot of your transaction history showing the status of your current withdrawal requests?

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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I am already verified, have submitted all information and all are approved. Kyc is approved and completed. The withdrawals are listed as pending. 3 outlets. It says that withdrawals are processed within 48 working hours, but it has been over 65 working hours.

the website is www.spinspirit1.net

when I ask why my withdrawals are delayed, they say that they have 48 working hours and ignore that one of my withdrawals commuted for 65 working hours.

Jag är redan verifierad , har skickat in alla uppgifter och alla är godkända. Kyc är godkänd och avslutad. Uttagen står som pending. 3 st uttag. Det står att uttag behandlas inom 48 arbets timmar , men det har gått över 65 arbets timmar.

hemsidan är www.spinspirit1.net

när jag frågar om varför mina uttag försenas så säger dom att dom har 48 h arbets timmar och ignorerar att ett av mina uttag pendlat i 65 arbets timmar.

thank you

Thank you for the update. Has any of your three withdrawal requests been approved by the casino yet, or are they still shown as pending?

Please forward me any communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

One of them for 500 euros has been approved. Got it on Monday. May 6. I have not received the rest that are pending and I am not getting any answers as to why they are pending for so many working hours.

Ett av dem på 500 euro har godkänts. Fick det i måndags. 6 maj. Resten som pendar har jag inte fått och jag får inga svar på varför dom är pending i så många arbets timmar.

Thank you very much, Besbes123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Besbes123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinSpirit Casino representative to join this conversation.

Dear SpinSpirit Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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,

Mirka