Spinrise Casino - El jugador aún no ha recibido las ganancias.

I would like to file a complaint regarding my withdrawal issue with Spinrise.

My total withdrawal amount is EUR 21,500. Out of this, only EUR 1,500 have been approved so far. These EUR 1,500 correspond to a withdrawal from Saturday, 27 June. The remaining EUR 20,000, which are still not approved, correspond to a withdrawal from Friday, 26 June.

I have contacted VIP support several times by email and live chat, but I have not received a clear answer or a proper status update. I was only told that the request is still being processed, without any concrete timeframe or explanation. They also do not answer to my E-mails since 2 days.

My withdrawal limit of EUR 30,000

At the same time, I was suggested to use cryptocurrency instead of the original bank transfer method, which I do not want to do. I want the original bank transfer withdrawal to be completed.

What I need:

• A clear explanation why only EUR 1,500 were approved.

• Confirmation of the current status of the remaining EUR 20,000.

• A concrete timeframe for the completion of the withdrawal.

• Confirmation that the original bank transfer method will be used.

• No crypto withdrawal.

I would appreciate your help in escalating this matter and getting a clear resolution.

I have a lot of pictures from Casino / Chats / E-mail if this will help i can share it.

Thanks for help an i hope i can close this complaints as soon as possible.

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Dear mwidmer86,

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

Update from my side 8000€ where paid 12000€ still pending

Dear mwidmer86,

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.

Of this 21500€ not all have payed yet. Still 8000€ are open, at the moment they say payout next week, if they so? Big questionmark?

Dear Player and CasinoGuru Team,

Thank you for bringing this case to our attention.

First of all, we are sorry that the player experienced a longer waiting time than expected. We understand that delays with withdrawals, particularly of this amount, can be frustrating, and we appreciate the player's patience throughout the process.

To clarify the timeline, the withdrawal remained pending while the player's winnings underwent an internal verification process. Once the review was completed, we contacted the player and asked them to submit a new withdrawal request using the same payment method that had been used for the relevant deposits. After the updated request was received, we continued processing the withdrawal.

Since then, the withdrawal has been processed progressively, and the majority of the requested amount has already been paid. The remaining balance is currently being processed in accordance with the applicable withdrawal limits. Under these limits, withdrawals are processed up to €5,000 per week, €10,000 per week, and €20,000 per month.

We appreciate the player's patience and understanding throughout this process and will continue processing the remaining balance accordingly until the withdrawal has been completed.

Best Regards,

SpinRise Casino Team

I am writing to inform you that I had submitted a complaint regarding the delayed payment. The full amount has now been paid, so I am withdrawing my complaint and asking that it be marked as closed.

The waiting time was excessively long, which is why I escalated the matter. I appreciate that the payment has now been resolved.

Kind regards, 

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

Dear mwidmer86,

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,

Karla