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

Ladies and Gentlemen

Unfortunately, I have to file another complaint for the above casino.

Unfortunately, in my case, the casino will only pay out larger amounts if I submit a complaint to them.

I have received the money from my last complaint, but unfortunately it was not technically possible to inform you, as I had no way of responding to the case.

Something blocked my ability to reply.

As in the previous complaints, I politely asked customer support several times about the payout.

But this time, too, I'm being told various things about why the payment processing is stalling.

Therefore, I shall have to consult you again this time.

Thank you in advance!

Sehr geehrte Damen und Herren,

Leider muss ich wieder für das obige Casino eine Beschwerde einreichen.

Leider zahlt das Casino in meinem Fall höhere Beträge nur dann aus, wenn ich bei Ihnen eine Beschwerde einreiche.

Ich habe das Geld von meiner letzten Beschwerde erhalten, aber es war technisch leider nicht möglich Ihnen das mitzuteilen, da ich im Fall keine Möglichkeit hatte zu antworten.

Irgendwas hat meine Antwortmöglichkeit blockiert.

Wir auch in den Beschwerden zuvor, habe ich mehrfach höflich beim Kunden support nach der Auszahlung gefragt.

Aber auch diesmal werden mir wieder verschiedene Dinge mitgeteilt, warum die Bearbeitung der Auszahlung stockt.

Daher muss ich Sie auch diesmal wohl wieder zu Rate ziehen.

Vielen Dank im Voraus!

Dear michaelazenker111,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear michaelazenker111,

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.

Good evening, despite contacting support several times, I still haven't received my money. I think this is the third time I've had to ask them for help with Spinrollz Casino.

Guten Abend, nein trotz mehrfacher Kontaktaufnahme mit dem Support, habe ich mein Geld noch nicht erhalten. Das ist jetzt glaube ich das 3. Mal das ich sie wegen dem Spinrollz Kasino um Hilfe bitten muss.

Dear michaelazenker111, please allow me to ask you a few questions, so I can understand the whole situation completely.

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 withdrawal? 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.

Of course I have already gone through the verification, as I said, this is the third time I have filed a complaint about the same casino.

I had a bonus, but I successfully played through it.

Unfortunately, I did not receive any chat logs or screenshots from the chats with support.

But as I said, those were just ready-made statements that the payment would be delayed.

Natürlich habe ich die Verifizierung bereits durchlaufen, wie gesagt, dass Problem ist jetzt das 3.Mal das ich wegen dem Selben Casino hier Beschwerde einreiche.

Ich hatte einen Bonus, den ich aber erfolgreich durchgespielt habe.

Leider habe ich von den Chats mit dem Support keine Chat Protokolle erhalten und auch keine Screenshots.

Aber wie gesagt, dass waren nur fertige Aussagen, dass sich die Auszahlung verzögert.

I would just like to point out that, sadly, in my particular case, as mentioned in the third complaint, it appears that the casino is deliberately increasing payouts.

Mind you, 3 complaints about three completed withdrawals, there is no further request in the same or higher withdrawal request amount

(100% rate).

Smaller requests are always paid out successfully within 2-3 working days, but up to a maximum of 250€.

These facts made me think.

After some time to reflect, I realized that a few months ago, and also during the previous complaint, I significantly reduced my withdrawal amount by canceling several withdrawal requests. I would have won significantly more if I hadn't canceled.

Hence my suspicion that Casino Spinrollz intentionally delays the withdrawal process for larger withdrawals, in my case.

With the background that I cancel the outstanding payment, either partially or even completely.

This is absolutely not fair behavior for a regular player!

Ich nöchte noch kurz anmerken, dass es traurigerweise in meinem Fall, den Anschein erweckt,dass das Casino in meinem speziellen Fall, wie gesagt 3. Beschwerde, vorsätzlich bei höheren Auszahlungen, tätig wird.

Wohlgemerkt 3. Beschwerden bei drei vollzogenen Auszahlungen, es gibt keine weitere Anfrage in der selben oder höhere Auszahlungsanfragensumme

(100% Quote).

Kleinere Anfragen, werden immer innerhalb von 2-3 Werktagen erfolgreich ausbezahlt, aber höchstens bis 250€.

Diese Tatsachen haben mich zum Nachdenken bewegt.

Nach längerer Bedenkzeit, ist mir aufgefallen, dass ich vor einigen Monaten, und auch bei der vorherigen Beschwerde, meinen Auszahlungsbetrag deutlich gemindert habe, da ich einige Auszahlungsanfragen storniert habe. Ich hätte deutlich höher gewonnen, wenn ich nicht storniert hätte.

Daher meine Vermutung, dass Casino Spinrollz, den Auszahlungsprozess,absichtlich bei höhere Auszahlungen, in meinem Fall, verzögert.

Mit dem Hintergrund, dass ich die offene Auszahlung, entweder teilweise oder sogar ganz storniere.

Das ist absolut kein faires Verhalten bei einem Stammspieler!

Dear michaelazenker111, could you please specify which bonus you used when you accumulated your winnings?

Also, have you received any updates from the casino — for example, whether the financial department has started working on your withdrawal?

Money just arrived, thank you

Geld ist gerade gekommen, danke

Dear michaelazenker111,

We're glad to hear that your issue has been resolved. We'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,

Dominika

Casino.Guru