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

I won with the bonus but it hasn't been credited to my balance. I'd like to know what the problem is. Could you please help me with this?

Gane con el bono y no me acreditan a k mi saldo quisiera saber cual serria el problema.a si me pueden ayudar con eso

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Dear Edgargonza-98,

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

Hello, I haven't received my money yet. I'd like to know how we can resolve this as quickly as possible.

Buenas aun no me ha llegado mi dinero quisiera saber como podríamos resolver eso lo mas rápido posible

Hello, I still haven't received the money I won. I want to know what's going on.

Buenas aun no me acreditan el dinero que había ganado quiero saber que pasa con eso

Hello, could you help me with my case? It's been over a month.

Buenas podrían ayudarme con mi caso ya paso ma de un mes

Dear Edgargonza-98,

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.

I still haven't received anything. It's been a long time and they still haven't credited my money.

No aun no recibí nada ya paso mucho tiempo y nada que me acreditan mi dinero

I still haven't received the money I requested; it's been a long time.

Aun no me acreditaron el dinero solicitado ya paso mucho tiempo

Dear Edgargonza-98, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I passed the verification and the money I earned was with the activated bonus, but I haven't received a refund yet.

Si supere la verificación y el dinero que gane fue con el bono activado pero aun no me reintegran

Dear Edgargonza-98,

Thank you very much for your response.

To help me better understand your case, could you please provide me with the link to the exact casino website where you played? This will help me review the relevant Terms & Conditions that applied to your bonus.

Additionally, I would appreciate it if you could send me any relevant screenshots and your communication with the casino regarding your winnings and withdrawal. This may include emails, live chat conversations, or any messages explaining why your winnings have not been credited.

You can send everything to karla.m@casino.guru or attach the screenshots directly to this complaint thread.

Thank you very much for your cooperation. I look forward to your reply.

Karla