SpinCity Casino - El retiro del jugador se ha retrasado.

Account successfully verified.

It has been a month since the payment was made.

Please help!

Konto erfolgreich verifiziert.

Auszahlung ist jetzt schon 1 Monat her.

Bitte um Hilfe!

Dear newdavid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

-This is my first payout.

-Payment was not collected with bonuses.

-Das ist meine erste Auszahlungen.

-Auszahlung wurde nicht mit Boni gesammelt.

Dear newdavid, have you received the money?

Unfortunately the money hasn't arrived yet, but that's how they always write it.

Das Geld ist leider noch nicht angekommen aber die schreiben das immer so.

Thank you very much, newdavid, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear newdavid,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SpinCity Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you for your efforts and hope it will be processed as soon as possible.

Nice day.

Vielen Dank für ihren Einsatz und hoffe so schnell wie möglich bearbeitet.

Schönen tag.

I received the payout of €4900. Thank you.

Ich habe die Auszahlung die Höhe von 4900€ bekommen. Danke

Dear newdavid, Great! Thank you for the update! Do you have some more pending withdrawals?

So the total was 12000€, there is still 7100 missing.

Also Insgesamt war 12000€, es fehlen hallt noch 7100.

OK, that´s what I thought.

And how does rest of the withdrawal requests look like? Are they pending?

Yes is still pending.

Ja ist immer noch ausstehend.

OK. In casino´s terms it states the withdrawal weekly limit is 5 000€, so we can expect the next pay out sometimes next week. Please let me know when you receive the money, so we know the casino is acting according to its T&C

Thank you

Okay, I'll do that. Thanks for your help.

Ok mach ich dann. Danke für Ihre Hilfe.

It's been a week. And this is the answer I received today.

es ist eine Woche her. Und das ist die Antwort was ich heute bekomme habe.

I received another payout of €4,100. So I have €3,000 left for next week. Thank you, Casino Guru, for your efforts.

Ich habe wider ein Auszahlung von 4100 bekommen. Also noch 3000€ rest für nächste Woche. Ich Danke Casino Guru für Ihren Einsatz.

I am so glad to hear that! I keep this complaint opened until you receive all the money. Please, keep me informed when you do!

Ok I will do it thanks

Ok mach ich Danke

Dear newdavid,

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.

Everything has been paid off. I thank you for your efforts.

Es ist alles Ausbezahlt. Ich bedanke mich für ihren Einsatz.

Dear newdavid,

I am so glad to hear that!:-) I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru