Spinrollz Casino - El jugador cree que el reintegro se ha retrasado.

Good evening, unfortunately I am once again forced to file a complaint about this casino.

I have successfully submitted a total of €1,500 for withdrawal in three €500 withdrawals. I also received written confirmation via chat from customer service that the withdrawal is real money and no longer needs to be wagered.

Small withdrawals are always processed relatively quickly, within two to three days. But when it comes to larger withdrawals, I get slapped down. I should also mention that I still have over €1,000 in my account balance that I can't withdraw at the moment, as I can only schedule three active withdrawals. In my case, I can only request €500 per withdrawal.

Unfortunately, it seems that Spinrollz is deliberately delaying the payout with the idea that the remaining balance (approx. €1000) will be lost.

I would be pleased if an agreement could be reached quickly.

Guten Abend, leider sehe ich mich erneut gezwungen, eine Beschwerde zu diesem Casino einzureichen.

Ich habe gesamt 1500€, in drei 500€ Auszahlungen erfolgreich zur Auszahlung eingestellt. Vom Kundenservice habe ich auch die schriftlich Bestätigung per Chat, dass es sich um reales Geld handelt, was nicht mehr umgesetzt werden muss.

Kleine Auszahlungen werden immer relativ zeitig in zwei bis drei Tagen bearbeitet. Aber geht es um eine höhere Auszahlung, werde ich hingehauen. Dazu ist noch zu sagen, dass ich noch über 1000€ Guthaben auf dem Konto habe, die ich zur Zeit nicht auszahlen kann, da nur drei aktive Auszahlungen eingestellt werden können. In meinem persönlichen Fall, kann ich auch nur 500€ pro Auszahlung beantragen.

Leider macht es den Anschein, dass Spinrollz die Auszahlung absichtlich verzögert, mit dem Gedanken, dass der noch bestehende nicht eingestellte Kontostand ( ca.1000€) verspielt wird.

Ich würde mich freuen, wenn man schnell zu einer Einigung kommen würde.

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.

Unfortunately, I haven't received any money yet. Despite contacting customer service several times, I've only been given false hope. For about a week now, I've been told that my payout is in the final processing status, but unfortunately, nothing more has happened.

Leider habe ich bis dato kein Geld erhalten. Trotz mehrfacher Kontaktaufnahme mit dem Kundenservice werde ich nur vertröstet. Seit ca. 1Woche bekomme ich die Aussage das meine Auszahlung im letzten Bearbeitungsstatus ist, aber mehr passiert leider nicht.

Please help me finally get my money.

Bitte helfen Sie mir mein Geld endlich zu erhalten.

Thank you michaelazenker111 for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello michaelazenker111, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinrollz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear all

Thank you for your patience.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible and process your pending withdrawals as soon as possible.

Best Regards

Spinrollz Team

Suggestion: Maybe just finalize the payment and pay out after more than two weeks! That would be enough!

Vorschalg: Vielleicht einfach Ausuahlung endgültig bearbeiten und nach über 2 Wochen ausbezahlen!! Das würdeschon reichen!

Thank you for looking into this issue for us, Spinrollz Team. Please, let us know as soon as you have some details ready.

Dear all

Thank you for your patience.

Kindly be informed that all 3 of customer withdrawals are complete and paid out on our side.

Best Regards

Spinrollz Team

Thank you for looking into this for us, and speeding up the pay out process, Spinrollz Team! Much appreciated.

Dear michaelazenker111,can you please confirm once you receive the money and whether that would mean the complaint has been resolved to your satisfaction? Thank you very much.

Dear michaelazenker111,

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,
Matej
Casino.Guru

Since the player has eventually confirmed reception of the payment in another thread, I am changing the status of this complaint from rejected to "solved".