SpinGreen Casino - La retirada del jugador se ha retrasado.

Dear Casino Guru Team,

I am contacting you because I am at a dead end with the Spin Green casino and hope that you can help me.

This concerns a withdrawal of €250, which, according to the casino, was transferred to my debit MasterCard on May 18, 2026. This money has not arrived in my account to this day.

I have already provided all the requested documentation to casino support, including the sales statements from May and confirmation that the credit card is linked to my IBAN account. Spin Green then sent me an ARN number and claims that my bank (Sparkasse) should be able to track the money with it.

After repeated checks by the savings bank, I received written confirmation that no transaction exists in their system under this ARN. The savings bank also explained that in such a case, the sender (i.e., the casino or its payment provider) must initiate an official investigation.

Spin Green's support team is refusing to help, stubbornly insisting that their payment provider confirmed everything was completed successfully. Both sides are passing the buck, leaving me, as the customer, with no recourse.

How do you assess the situation and what else can I do? I would be very grateful for your support in clarifying this case.

Best regards

Jonas Benjamin Husemann

Sehr geehrtes Casino Guru Team,

ich wende mich an euch, weil ich mich in einer Sackgasse mit dem Casino Spin Green befinde und hoffe, dass ihr mir helfen könnt.

Es geht um eine Auszahlung in Höhe von 250 Euro, die laut Casino am 18.05.2026 auf meine Debit MasterCard überwiesen wurde. Dieses Geld ist bis heute nicht bei mir angekommen.

Ich habe dem Casino-Support bereits alle gewünschten Nachweise erbracht, darunter die Umsatzanzeigen aus dem Mai sowie eine Bestätigung, dass die Kreditkarte zu meinem IBAN-Konto gehört. Spin Green hat mir daraufhin eine ARN-Nummer übermittelt und behauptet, meine Hausbank (Sparkasse) müsse das Geld damit tracken können.

Nach mehrmaliger Prüfung durch die Sparkasse wurde mir jedoch schriftlich/mitgeteilt, dass unter dieser ARN im System keinerlei Vorgang existiert. Die Sparkasse erklärte mir zudem, dass in so einem Fall der Absender (also das Casino bzw. dessen Zahlungsanbieter) eine offizielle Nachforschung einleiten muss.

Der Support von Spin Green blockt jedoch ab und behauptet stur, dass laut ihrem Zahlungsdienstleister alles erfolgreich abgeschlossen sei. Beide Seiten schieben sich gegenseitig die Verantwortung zu und ich habe als Kunde keine Handhabe mehr.

Wie schätzt ihr die Lage ein und was kann ich noch tun? Ich wäre euch für eure Unterstützung bei der Klärung dieses Falls sehr dankbar.

Mit freundlichen Grüßen

Jonas Benjamin Husemann

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Benjo1987,

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 situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of the status of your withdrawal request?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Benjo1987,

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.

Hello, I already replied by email. My account is fully verified, and the money was won without a bonus.

I've also received a payout from that casino before!

Did you receive the correspondence via email?

Hallo, ich habe schon per email geantwortet. Mein Konto ist vollständig verifiziert, und das Geld wurde ohne Bonus gewonnen.

Ich habe auch schon mal Geld ausgezahlt bekommen bei dem Casino!

Die Korrespondenz haben sie per email erhalten?

Thank you for your reply and for confirming that your account is fully verified and that the winnings were obtained without a bonus.

Yes, we received your email. Going forward, for the complaint process, please answer the questions directly in the complaint thread. This allows us to keep all relevant information in one place, making it much easier to assess the case and avoid overlooking important details.

Our email is primarily intended for sharing supporting evidence that contains personal information, such as communication with the casino or documents and screenshots that should not be posted publicly.

Please also note that if you reply only by email and do not update the complaint thread, the system will continue to show that no response has been received from you, and the complaint timer will continue to run accordingly.

After providing the necessary information, your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@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,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite SpinGreen Casino representative to join this conversation.

Dear SpinGreen Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear Benjo1987,

I have tried to contact the casino multiple times but have not received any response. Unfortunately, without their cooperation, there is very little that can be achieved.

For this reason, I will now mark the complaint as unresolved in our system. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's Safety Index, which may encourage them to improve their approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

I would also recommend contacting the Curaçao Gaming Control Board and submitting a complaint via their official email: complaints@cga.cw.

Although the regulator states that it does not mediate disputes between players and operators, it is still worth submitting a complaint. A higher number of complaints may prompt the authority to take regulatory action or increase its oversight of the operator.

Please make sure to include the name of the casino's operator in your complaint, as omitting this information may result in your complaint not being processed.

You can find more information on how to submit a complaint to the regulator here:

https://casino.guru/submitting-complaints-to-regulators

If you need any assistance with submitting the complaint or receive a response from the regulator, please feel free to contact me at barbora.p@casino.guru.

Best regards,

Barbora

Casino Guru