HeroSpin Casino - Los retiros de los jugadores se retrasan y el saldo de la cuenta no se procesa.

i am sending this complaint regarding herospin casino and unpaid withdrawals.

My total account balance is €2,500.

I have three pending withdrawal requests for the following amounts:

- €500

- €300

- 500 euros

The remaining balance is still in my account.

Recently, I was unable to access the casino's website from my location, but despite this, my withdrawals are still pending and I have not received any clear explanation or payment.

I contacted the casino by email requesting:

- Confirmation of my pending withdrawals

- Payment of the total balance of €2,500

At this point, I am simply asking for what is rightfully mine: full payment of my funds.

I am willing to provide any reasonable verification documents if necessary.

I kindly ask Casino Guru to assist me in contacting the casino and resolving this issue.

Thank you for your help.

estou a enviar esta reclamação referente ao herospin cassino e a saques não pagos.

O saldo total da minha conta é de € 2.500.

Tenho três pedidos de saque pendentes nos seguintes valores:

- 500 euros

- €300

- 500 euros

O saldo restante ainda está na minha conta.

Recentemente, fiquei impossibilitado de acessar o site do cassino a partir da minha localização, mas, apesar disso, meus saques continuam pendentes e não recebi nenhuma explicação clara ou pagamento.

Entrei em contato com o cassino por e-mail solicitando:

- Confirmação dos meus saques pendentes

- Pagamento do saldo total de € 2.500

Neste momento, estou apenas pedindo o que é meu por direito: o pagamento integral dos meus fundos.

Estou disposto a fornecer quaisquer documentos de verificação razoáveis, se necessário.

Solicito gentilmente ao Casino Guru que me auxilie a entrar em contato com o cassino e a resolver este problema.

Obrigado pela sua ajuda.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Herospin (Herospin-0943.com).

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Filiperocky,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru