Spinbookie Casino - El jugador afirma que el pago se ha retrasado.

After placing a couple of bets at this site, I requested a withdrawal via USDT transfer. There was no deadline or anything that would give me any peace of mind. Then, after contacting support via chat and sending emails repeatedly, I was told that the review process takes 1 to 3 business days. After that time, I received a response in one of these emails and in the support chat stating that the withdrawal was confirmed and I just had to wait for a payment release queue.

Today, while checking my email, I found in the spam section that my withdrawal had been cancelled and returned to my ATM. They didn't give an explanation as to why, only that I should try another payment platform.

I am very surprised and disgusted by the irresponsibility with which this casino operates, unjustifiably withholding the money, in addition to responding on at least 2 occasions that it was ready to be transferred.

I request your mediation so that I get my money back.

después de jugar un par de apuestas en esta casa, solicite el retiro a través de envio usdt, no aparecía fecha límite ni nada que me pudiera dar algo mas de tranquilidad, luego hablando al chat de soporte y enviando email de forma constante se me responde que la revisión es de 1 a 3 días hábiles, cumpliendo dicho plazo se me responde en uno de estos tantos email y en el chat de soporte que el retiro estaba confirmado y ahora solo debía esperar a una cola de liberación de pago.

Hoy revisando el correo, en el apartado de spam encuentro que mi retiro ha sido cancelado y devuelto a mi cajero, no dan explicación del por que solo que intente por otra plataforma de pago.

Estoy muy sorprendido y disgustado por la irresponsabilidad con la que trabaja este casino, reteniendo de manera injustificada el dinero, además de responder en al menos 2 ocasiones que ya se encontraba listo para ser transferido.

solicito su mediación para que me devuelvan mi dinero

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Dear Paya,

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

Dear Paya,

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.

Dear Paya,

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,
Jean
Casino.Guru