13Spins Casino - El jugador cree que el reintegro se ha retrasado.

13spins Casino won't pay me out, and every day I'm consoled via chat. I've sent three emails to the finance team, and they haven't been answered.

On May 15th I made two withdrawals, two of 250 euros, and to this day the status is still pending. My account is fully verified and I received confirmation by email.

It also says that the payout usually takes a few hours, in exceptional cases it will take a maximum of 2 to 5 days depending on the payment method.

Their payment morale is miserable!!!

and please Casino Guru team for support, I just can't get any further.

P.S. I have 123 spins casino on the title page because I couldn't find 13SPINS CASINO on your site.

13spins casino will mich nicht auszahlen, und jeden tag werde ich im chat getröstet. 3 emails geschickt an das finanz team und die wurden nicht beantwortet.

am 15.05 habe ich 2 auszahlungen getätigt 2x 250 euro, und bis heute immernoch auf ausstehend ( status) , mein konto ist vollständigt veriziert und die bestätigung habe ich auch per mail erhalten.

und steht auch drin dass die Auszahlung dauert in der regel paar stunden, in ausnahme fälle 2 bis 5 tage maximal dauern wird je nach zahlungs methode.

Die zahlungs moral bei den ist Miserable!!!.

und bitte casino Guru team um unterstüzung, ich komme einfach nicht weiter.

PS. ich habe auf der titel seite 123 spins casino, weil 13SPINS CASINO bei euch nicht gefunden habe.

Dear ragner69,

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.

Hello Dominika,

First of all, thank you for the quick reply, and as I already mentioned in my complaint:

My account is fully verified.

The payout can take a few hours, in exceptional cases 2 to 5 days depending on the payout method.

This was confirmed to me by email from the finance team.

Hallo Dominika,

Erstmal danke für die schnelle antwort, und wie ich bereits in meine beschwerde erwähnt habe:

Mein konto ist vollständig verifiziert.

Die Auszahlung kann paar stunden dauern, in ausnahme fall 2 bis 5 tage je nach auszahlungs methode.

So wurde mir das per Mail von das Finanzteam bestätigt.

Dear ragner69,

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 Dominlka,

I still have not received the money, and it is

still pending since May 15th.

My emails are not answered and the support agents always tell me the same thing!

Hallo Dominlka,

Das geld habe ich immer noch nicht erhalten, und steht

weiterhin auf Pending seit den 15.05.

Meine emails werden nicht beantwortet, und die Support Agenten erzählen mir immer das selbe!

Dear ragner69, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus you used?

Have you contacted the casino to make sure they don’t need anything else from you regarding the verification process?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello Dominika,

It was the first welcome bonus 100% , and was successfully implemented. I sent you a message with all emails and chat traffic. My account is fully verified, and I received confirmation via email.

Hallo Dominika,

Es war the first welcome bonus 100% , und wurde erfolgreich umgesetzt. ich habe Ihnen eine Nachricht geschickt mit sämtliche emails und chat verkehr. Mein konto ist vollständig verifiziert und die bestätigung habe ich per email erhalten.

Dear ragner69, have you received the money since they sent the email about the technical issues? Or at least did they inform you how long it will take?

Hello, unfortunately not, and nothing concrete was said. What's strange is that the deposits work perfectly, but the withdrawals don't. Sounds unbelievable to me!!!

Hallo, leider nicht, und es wurde nichts konkretes gesagt,merkwürdig ist das die einzahlungen funktionieren einwandfrei, aber die Auszahlungen nicht, klingt für mich unglaubwürdig!!!

Dear ragner69, since your last message, have you had any further contact with the casino or received any new updates?

Did you request your withdrawal using the same payment method you used for depositing?

Are your withdrawals still showing as pending in your account?

Hello, so far nothing has happened from 13Spins Casino. The withdrawals aren't being processed, and I haven't received a response or an update. NOTHING! The withdrawal method is also via Mastercard, just like the one I deposited.

Hallo, es tut sich bis jetzt nichts seitens 13Spins casino, die Auszahlungen werden nicht bearbeitet und ich bekomme keine antwort auch kein Update NICHTS! Die Auszahlungsmethode auch via Mastercard genau wie ich eingezahlt habe.

Thank you very much, ragner69, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, ragner69!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. 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.

Hello Pavel, I don't think the casino has contacted me and I still haven't received my funds.

I'm afraid I won't get the money.

Hallo Pavel, ich glaube nicht dass das casino sich meldet und meine Gelder habe ich immer noch nicht erhalten.

Ich befürchte dass ich das Geld nicht erhalten werde.

I am sorry to hear that, the casino has six more days to respond, I hope they will do so.

Hello Pavel, I just received a message from 13Spins.com telling me to cancel the withdrawals and request new deposits!!! What do you think?

Hallo Pavel, ich habe jetzt eine Nachricht von 13Spins.com und ich soll jetzt die auszahlungen stornieren und wieder neue einzahlungen beantragen!!!, was meinen Sie dazu?

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team