Spin Galaxy Casino - El jugador cree que el reintegro se ha retrasado.

May 20th I made a withdrawal and May May 21st my verification docs were approved complete and on the 22nd I received an email saying my money being sent by ACH payment to my bank was done but their merchant needed to verify it which takes 3 to 7 days and then nothing.

I have contacted customer service several times some times they would answer the chat others I would wait for hours and no one. Finally I was told to send my bank statement to prove I did not get the money and send it to the docs verification email and now I dont know what will happen I have sent it but no one has contacted me. I didn't want to choose echeck to take the withdrawl I was forced to as my only option even though I deposited by etransfer totally different.

I'm disappointed in the delays this process takes forever but also the lack of info no tracking info nothing to give my bank and the customer service can't do anything not even see if fhe merchant had approved and sent the payment. I have probably spent 10 hours waiting on hold and speaking to people that know nothing more than I do. No where does it say this process takes this long. 3 to 7 days is not at all true even if all had gone well. And the staff needs ro educate themselves on the withdrawl options for each country is offered as they were blaming me for the delay for choosing that lousy option when it was the only one.

The whole thing is very disappointing and sours me on the whole group of them.

Attached are screenshots confirming I was sent the money and part of the frustrating conversation with nonsense info that the seem to have made up. Things like saying I will get an email when the merchant sends payment that's not true and I asked email from who. And how do I enable. No of the answers make sense. I deposited by etransfer not echeck I have never had to withdrawl by echeck with any of their other casinos. I will get my 6200 I hope and when? Really turned a good moment into a bad one.

Dear stockburnkim,

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 stockburnkim, could you please confirm whether you currently have a pending withdrawal in your casino account?

No it's no pending it went from pending to complete on the 22nd. So it's showing complete. When I inquired they told me it was approved and sent to their merchant for processing which takes 3 to 7 days for it to appear in account. They weren't able to know when the merchant sent it exactly or any tracking number to give me. I just had to wait the full 7 and now they can ask the merchant once I prove I didn't get it which I did. So I beleive it lies in the hands of s 3rd party processor they refer to as their merchant.

Update now its missing off my transactions list went pending completed now gone

I have spoken to customer service again today they keep saying the same thing they will expedite the request to the banking team and find out what's going on and then nothing I don't hear anything. How do I get a real response as to where my money is. According to them they sent it so there is no issue why haven't they replied and explained what's going on? It's so frustrating not having a phone option. I won on May 20th it's now June 5th I am concerned another week will pass and the weekend is going to delay everything again. Pls advise if there is any options besides chat .

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

Also, have you already sent them proof (like a bank statement) that you didn’t receive the money?

If yes, could you please also send that same document to my email so we can review it too?

Dear stockburnkim,

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.

I will email you the correspondence I beleive something has also malfunctioned with their server migration my account is messed up and now I keep uploading docs they request over and over and jackpot city keeps approving them when I'm uploading on spin galaxy !? So weird

Thank you very much, stockburnkim, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you stockburnkim for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spin Galaxy Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

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.

Just as info this casino just replied two days ago to the email I sent May 27 I immediately answered their question which was oddly which casino was I asking about even though my email was sent to the spin galaxy email address and they replied with spin galaxy logos on the email. Regardless I email straight back the answer and then nothing I never heard another word. The email auto reply when you send says 48 hour replies but may 28 to June 20 is much longer.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RCTKIM,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter