Candy Spinz Casino - El jugador aún no ha recibido las ganancias.

Hello,

I deposited at CandySpinz using a virtual credit card (no bank connection) and cryptocurrency. Now I would like to withdraw, but only bank and cryptocurrency options are available. In my country, I cannot withdraw to a bank without encountering issues, and my cryptocurrency withdrawals are always declined. They claim that I deposited with a bank, which is not true, and say I can only withdraw to it. I've been seeking a solution to this problem for a week, but the casino keeps dismissing me.

PS: The casino claims I made a bank transfer. However, this is not true.

I am fully verified, and screenshots are available.

Please help

Hallo,

ich habe bei CandySpinz mit einer virtuellen Krediktarte (keine Bankverknüpfung) und Krypto eingezahlt. Nun wollte ich gerne auszahlen, aber es stehen nur Bank und Krypto zur Auswahl. Auf Bank darf ich in meinem Land nicht auszahlen, ohne Probleme zu bekommen und auf Krypto lehnt man meine Auszahlungen immer ab. Man behauptet, ich hätte mit Bank eingezahlt, was nicht der Wahrheit entspricht und darf nur darauf auszahlen. Seit einer Woche wünsche ich mir eine Lösung für diese Problem, aber das Casino speist mich immer ab.

PS: Das Casino behauptet, ich hätte eine Banküberweisung getätigt. Das entspricht aber nicht der Wahrheit.

Ich bin vollständig verifiziert, Screenshos liegen vor.

Bitte um Hilfe

Dear snoopy86,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear snoopy86,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Nothing new has happened. The casino still refuses to make a payout via crypto.

Best regards

Hallo,

es hat sich nichst Neues ergeben. Das Casino weigert sich nach wie vor, eine Auszahlung über Krypto durchführen zu wollen.

Liebe Grüße

Dear snoopy86,

Would it be possible to forward the deposit history from your casino account and the communication between you and them regarding this matter to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

hello nick,

i wrote an email 🙂

kind regards

Thank you snoopy86 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, snoopy86,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Candy Spinz Casino team,

Could you please explain the player's situation in more detail?

Considering the player's explanation, can you please provide us with your suggestion on how he could withdraw his disputed winnings if he would like to avoid problems with his bank? In addition, it looks like he did not deposit from a bank account or a bank card assigned to a bank account.

Thank you.

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

We would like to clarify that the player has the option to withdraw funds via Genome. Since the winnings were not generated from cryptocurrency, we are unable to approve a withdrawal to a crypto wallet. Withdrawals must be processed using an appropriate payment method in accordance with our policies.

If the player wishes to proceed with the withdrawal, we kindly ask them to use the available method.

Should there be any further questions or concerns, our support team is happy to assist.

Best Regards,

Candy Spinz Casino

Thank you for your response and the information, Candy Spinz Casino.

Dear snoopy86,

Can you try to withdraw your disputed winnings using the above-mentioned payment method - Genome, and inform us about updates?

Thank you.

I would like to clarify that the only withdrawal methods available to me are bank and crypto.

The casino is happy to pay out using the method I used to deposit. In this case, that would be the Paysafe virtual credit card, which is not linked to a bank. I would like to stress again that I did NOT deposit using a bank and will not use it to pay out, as this is not permitted in my country.

If the casino was really interested in a solution, like me, who wrote to live support every day, I wouldn't even have to create a post here. But the casino vehemently refuses and continues to claim that there is a bank deposit and that is not true.

But I would like to give the casino explicit permission to name the bank I used to make the deposit. And also the IBAN/SWIFT, which the casino should then have - according to their claim.

Since I won't get my money anyway, hopefully this post will serve as a warning to other players.

Ich möchte klarstellen, dass mir als Auszahlungsmethode lediglich Bank und Krypto zur Verfügung stehen.

Gerne darf das Casino auf die Methode auszahlen, mit der ich eingezahlt habe. In diesem Fall wäre das die virtuelle Kreditkarte von Paysafe, die nicht mit einer Bank verknüpft ist und ich nochmal betone, dass ich NICHT mit Bank eingezahlt habe und darüber auch dementsprechend nicht auszahlen werde, da dies in meinem Land nicht erlaubt ist.

Wäre das Casino wirklich an einer Lösung interessiert, so wie ich, der täglich mit dem Live-Support geschrieben hat, müsste ich hier gar nicht erst einen Beitrag erstellen. Aber das Casino weigert sich vehement und behauptet noch wie vor, dass eine Bankeinzahlung vorliegt und das entspricht nicht der Wahrheit.

Aber ich erlaube es dem Casino ausdrücklich hier gerne die Bank zu nennen, mit der ich eingezahlt habe. Und auch gerne die IBAN/SWIFT, die dem Casino dann auch vorliegen müsste - entsprechend ihrer Behauptung.

Da ich mein Geld eh nicht erhalten werde, soll dieser Beitrag hoffentlich anderen Spielern eine Warnung sein.

I had the amount paid out via bank. Thread can be closed. Thank you

Ich habe den Betrag über Bank auszahlen lassen. Thread kann geschlossen werden. Vielen Dank

What great news, snoopy86!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, Candy Spinz Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru