Savaspin Casino - El retiro del jugador se retrasa.

The casino refuses to process my withdrawal. They told me there's a cash-on-delivery option and that they'll keep my money. I contacted my bank, and they said that this cash-on-delivery payment isn't showing up in my account. After several emails with the casino, they asked for my bank statement from June to December, which I sent them, and it's been over 15 days without any response.

El casino no quiere proporcionarme mi retiro, me han dicho que existe un contrareembolso y que se quedan mi dinero, me he puesto en contacto con mi banco y me dice que ese contrareembolso no figura en mi cuenta, después de diversos emails con el casino me han pedido mi extracto bancario desde junio hasta diciembre se lo he pasado y ya llevo más de 15 días sin respuesta alguna

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Is there any pending withdrawal request in your casino account? If possible, please send me a screenshot of your withdrawal history.
• Which payment method have you selected for your withdrawal request of €400? Have you used the same payment method for depositing money into this casino?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have requested several successful withdrawals; I have no pending withdrawals because they were denied and kept the money. The method I chose was bank transfer since they don't accept card payments, and I deposited with a card. Everything is verified; I've attached screenshots of the withdrawals and the one that wasn't approved.

Si he solicitado varios retiros exitosos, no tengo retiros pendientes pk lo denegaron y se quedaron con el dinero, el método q elegí es transferencia ya que no tienen para tarjeta y deposite con tarjeta todo está verificado le adjunto pantallazos de retiros y el no aprobado

Hello Cymmyc,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Has the money been returned to your account in the meantime? What was the remaining balance in your account after you submitted the withdrawal request of €400 on December 4? Have you played any games since you requested this last withdrawal?

I haven't received my money back and they've deactivated my account. They've told me again that the problem is with my bank, that I received a cash on delivery payment, and that not giving me the withdrawal is their way of adjusting it, but my bank says I haven't received any cash on delivery payment.

No se me ha devuelto y me han desactivado la cuenta, me han vuelto a decir que el problema es de mi banco que he obtenido un contrareembolso entonces que no darme el retiro es su manera de ajustarlo y mi banco dice que no he recibido ningún contrareembolso

Dear Cymmyc

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Savaspin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Savaspin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Cymmyc,

We have received confirmation from the payment provider that the funds have been successfully refunded. Please contact your bank to locate the funds, as the transaction has been processed correctly on our end. You requested a refund despite having used the funds in the game, and they have been properly returned; therefore, your balance has been adjusted accordingly.

A chargeback is a formal request to reverse a transaction, initiated by the cardholder through their bank when they have a dispute regarding a charge. This process typically arises due to concerns such as potential fraud, billing errors, or dissatisfaction with a product or service.

Please be assured that every case is reviewed with careful attention and handled individually. We are committed to operating in full compliance with our established terms and conditions, which we apply consistently and fairly.

Dear Romi,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Savaspin Casino

Dear Cymmyc,

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.

My bank tells me that the refund has not been processed, and I have attached screenshots of the conversation with my bank. The dispute request was registered, but my bank rejected it, and the amount was not credited. I also forwarded the conversation to the merchant at the time.

Mi banco me indica que no se ha realizado dicho reembolso y les he adjuntado las capturas de la conversación con mi banco, la solicitud de disputa se registro pero mi banco la rechazo y no se abono dicho importe, le he pasado también la conversación al comercio en su momento

Dear Savaspin Casino,

Could you kindly advise what the player could do now?

Thank you.

Respectfully,

Romi

Dear Cymmyc,

We would like to inform you that we have rechecked the transactions with our payment provider, and they all show a successful status. This confirms that the funds were sent back from our side.

As the chargeback was initiated through your bank, our ability to assist further is limited. To proceed, we kindly request clarification from your bank regarding these specific transactions.

Thank you for your understanding. Please let us know if you have any additional details.

Best regards,

Savaspin Casino

Dear Cymmyc,

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.

Dear Savaspin Casino,

Please inform us what can be done now.

Thank you.

Best regards,

Romi

Dear Cymmyc,

As previously mentioned, in order to assist you further, we require additional clarification and information regarding the two transactions of 200 EUR each. Please note that our initial request for clarification was sent on 2 January, while the screenshots you have provided are dated 1 January.

Additionally, we would like to highlight that these transactions were processed through Google Pay, whereas your bank’s customer support referred to different transactions.

We have already confirmed with the payment provider that refunds for both deposits were initiated following your chargeback request, and the funds were successfully sent from our side. As the chargeback was initiated through your bank, without further details regarding the two transactions of 200 EUR made on the 26th of June at 02:35 UTC and 15:20 UTC, we can only recheck the status of these transactions with the provider. According to our records, both were successfully refunded.

We would like to remind you once again that initiating chargebacks is strictly against our Terms and Conditions, Clause 12.1.

Best regards,

Savaspin Casino

Dear Cymmyc,

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,
Romi
Casino.Guru