Infinity Casino - La retirada del jugador se ha retrasado.

Hi I did withdrawal 26 maj and I didn't recived my payment from spinz casino and I did send all my documents many times and still nothing I don't know what happened could you please help me with that many thanks Peter

Hello Peter,

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

Was this your first ever withdrawal request in the casino? Is your account verified? If yes, since when? Have you played with any deposit or no deposit bonuses in the casino? Also please send through all your communication with the casino or proof to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve the issue.

Regards,

Nick

Casino.guru

Hi Nick, I hope you are well.I will tell you my problem! I didn't win that money, becouse I played this casino maybe 6 times. Last year I did lose money with this casino and I thinking I will try again this year and maybe I will win that money back. When I played this casino in May I did 3 times deposit and 3 times widrawal becouse, I could't win nothing. I will send you to your email all my emails from spinz casino I'm very upset with that. Thank you for understending

Regards Peter

Thank you Peter for providing additional information. I'll now forward your complaint to my collegue Peter who will be assisting you from now on.

Wish you best luck.

Hi Peter,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinz Casino to the conversation to participate in the resolution of this complaint.

Good morning Peter, thank you very much for your help.

We would like to ask Spinz 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gambling Comission (UK licence authority) and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter