BitSpins Casino - El retiro del jugador de 2499 € se retrasó.

Since the 09.12.2023, the casino refuses to payout the sum of €2499.

For days now, the support has been telling me that they are behind with the payouts, but are taking care of it.

I did not play with bonus money or violate the casino's policies. I have also verified my account.

Either the casino is insolvent or they are scammers.

Is it possible to inform the game manufacturers about this situation? Because the game operations continue in this casino.

Das Casino verweigert seit dem 09.12.2023 die Auszahlung in Höhe von 2499€.

Der Support teilt mir seit Tagen mit man sei im Rückstand bzgl. der Auszahlungen wolle sich aber kümmern.

Ich habe nicht mit Bonusgeld gespielt oder gegen die Richtlinien des Casinos verstoßen. Mein Account habe ich auch verifiziert.

Entweder ist das Casino zahlungsunfähig oder es sind Betrüger.

Kann man hier auch die Spielehersteller über diesen Zustand informieren? Denn der Spielbetrieb in diesem Casino geht weiter..

Hello schmiederkay84,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BitSpins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is this your first ever withdrawal request? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I have actually answered all of your questions in advance and provided them with attachments.

• my account has been verified for over a week (see attachment)
• yes, my first payout from December 9, 203 (see attachment)
• last email to the 09/14/23 casino regarding the payout and the answer (see attachment)

The casino advertises "fast" payouts and states in its terms and conditions that payouts (with a verified account) take up to 24 hours - > I don't understand why I should wait 14 days, as you state.

Ich habe Ihnen eigentlich alle Fragen bereits im Vorab beantwortet und mit Anhängen belegt.

• mein Account ist bereits seit über 1 Woche verifiziert (siehe Anhang)
• ja meine erste Auszahlung vom 09.12.203 (siehe Anhang)
• letze Email an das 14.09.23 Casino bzgl. der Auszahlung und die Antwort (siehe Anhang)

Das Casino wirbt mit "schnellen" Auszahlungen und schreibt in seinen Geschäftsbedingungen, dass Auszahlungen (bei verifiziertem Account) bis zu 24h dauern - > warum ich dann 14 Tage warten soll, wie Sie angeben verstehe ich nicht.

Hello schmiederkay84,

It is a recommended time frame as it is the average processing time no matter what casino or what payment. Please let us know if it would take longer than 2 weeks.

Dear Casino Guru Team,

I'm shocked! Not only about the fact that there are casinos that don't pay out money for 10 days (with a verified account).

But also about the fact that nobody seems to care. I wrote to PragmaticPlay about this - they don't even think it's necessary to respond. Shouldn't it also be in the interests of the game providers that there are no scanners on the go?

But what disappoints me the most is your answer that I should wait 14 days.

The casino advertises that it has fast payouts (within 24 hours).

This is also stated in the terms and conditions (payment within 24 hours if the account is verified).

Why should I wait 14 days now?

When asked, the casino has been giving me the same answer for days: "...you have to work through a backlog..."

If a casino fails to process transactions within 10 days, the casino is either bankrupt or cheating. And this despite the fact that business operations continue.

But I'm waiting 🙂

PS Why do I need you then?

Sehr geehrtes Casino-Guru-Team,

ich bin schockiert! Nicht nur darüber, dass es Casinos gibt die 10 Tage lang kein Geld auszahlen (bei einem verifizierten Account).

Sondern auch darüber, dass es offenbar keinen zu interessieren scheint. Ich habe hierzu PragmaticPlay angeschrieben - diese halten es nicht einmal für nötig zu antworten. Müsste es nicht auch im Sinne der Spieleanbieter sein, dass keine Scanner unterwegs sind?

Aber am meisten enttäuscht mich Ihre Antwort, dass ich 14 Tage warten soll.

Das Casino wirbt damit, dass es über schnelle Auszahlungen verfügt (innerhalb von 24H).

Dies steht auch in den Geschäftsbedingungen (Auszahlung bei verifiziertem Account innerhalb von 24h).

Wieso soll ich jetzt 14 Tage warten?

Das Casino gibt mir auf Anfrage seit Tagen die selbe Antwort "....man müsse einen Rückstand abarbeiten..."

Wenn ein Casino es nicht schafft Transaktionen innerhalb von 10 Tagen zu bearbeiten, ist das Casino entweder pleite oder betrügt. Und das obwohl der Geschäftsbetrieb weiter läuft.

Aber ich warte 🙂

P.S. Wozu brauche ich Sie dann?

So I had to wait 14 days!

Conclusion: I didn't receive a payout...no more access to my account today.

I would like to kindly ask you to use your contacts and get in touch with PragmaticPlay and Co. here.

So ich sollte 14 Tage warten!

Fazit keine Auszahlung erhalten...heute kein Zugriff mehr auf meinen Account.

Ich möchte Sie höflichst bitten Ihre Kontakte zu nutzen und hier auch mit PragmaticPlay und Co. in Verbindung zu treten.

Thank you schmiederkay84 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you schmiederkay84 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitSpins Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

That's all? I'm speechless and stunned... don't take it against me, but why do I need you?'

There are scammers out here and no one cares?

Don't you have any contacts with the game providers? PragmaticPlay doesn't even think it's necessary to answer.

Das ist alles? Ich bin Sprach- und fassungslos... nehmt es mir nicht übel, aber wozu brauche ich euch dann?`

Hier sind Betrüger unterwegs und niemanden interessiert es?

Habt Ihr keine Kontakte zu den Spieleanbietern? PragmaticPlay hält es nicht mal für nötig zu antworten.

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'm sorry to hear you're dissatisfied with our service. We are trying our best to make the gambling industry a safer place but not every casino appreciates our efforts. That's why we make our reviews to discourage players from playing at casinos with predatory rules or fake licences. 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,

Peter