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

I played normally, then at some point won over €3000 and tried to withdraw it. Initially, my withdrawals were canceled twice. And now nothing is happening at all. I'll attach files shortly that show that even the chat support is just placating and stalling.

Ich habe ganz normal gespielt habe dann irgendwann über 3000 € gewonnen und habe versucht diese auszuzahlen. Am Anfang wurden meine Abhebungen zweimal storniert. Und jetzt passiert gar nichts. Ich füge gleich noch Dateien mit dazu die zeigen dass auch der Chat nur beschwichtigt und hinhält.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Xooo,

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

Every day, two inquiries are made to Spinrollz's live chat. They're always about website visits, and the answers are always the same.

Jeden Tag zwei Anfragen an den Live Chat von Spinrollz. Immer wieder nur Besichtigungen, immer wieder die selben statischen Antworten.

Hello, could you please give me some advice on how to proceed? So far, only €300 has been paid out, and even that hasn't arrived in my account after three days. €800 has been processed for over a week, and there's well over €5,000 extra in the account.

Hallo, könnt ihr mir bitte noch einen Ratschlag geben wie ich mich verhalten soll bis jetzt sind nur 300 € ausgezahlt und auch diese sind nach nun drei Tagen nicht auf meinem Konto angekommen. 800 € sind seit über einer Woche in Bearbeitung und weit über 5000 € sind zusätzlich auf dem Konto.

Dear Xooo,

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.

No, I haven't received any money whatsoever. Zero, nothing at all. Just repeated site visits and content creation.

Please, I need my money.

Nein, ich habe keinerlei Geld erhalten. Null nix gar nix. Immer wieder nur Besichtigungen und Inhaltetechnik.

Bitte ich brauche mein Geld

The 300 are still not here!!

See 5.2.

Die 300 sind immer noch nicht da!!

Sie 5.2.

Dear Xooo, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I didn't want to be asked for verification.

No bonus and casino games

Ich wollte nicht um eine Verifizierung gebeten

Ohne Bonus und Casinospiele

Dear Xooo,

Thank you for your reply. I still need to clarify a few points:

1. Have you completed KYC verification?
2. What is the exact current status of your withdrawals? Please provide a screenshot of your withdrawal history.
3. Was the €300 marked as "completed" in your account? If yes, please share a screenshot.
4. Is there currently an active withdrawal request? If so, for how much and since when?

These details are necessary for us to properly assess the situation.

Karla

There is no KYC verification request on file. I sent my ID via email.

300 euros have allegedly been transferred.

The money never arrived.

I sent you everything by email.

800 are being processed

Es liegt keine Anfrage zur KYC Verifizierung vor. Habe Ausweis per Email geschickt.

300 Euro sind angeblich überwiesen.

Geld ist aber nie angekommen

hab dir alles per Email geschickt

800 sind in Bearbeitung

Dear Xooo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya munya.s@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,

Karla Mayfly

Dear Xooo,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinrollz Casino to join this conversation and assist in addressing the complaint.

Dear Spinrollz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Xooo,

Thank you for reaching out to us.

We would kindly like to inform you that your last withdrawal request was successfully complete on the 09.02.26.

Please be informed that at the moment there are no pending withdrawal requests on your account.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Spinrollz Casino Team

Dear Spinrollz Casino,

Thank you for your response. Unfortunately, the player has indicated that they have not yet received the funds. Could you please confirm the RRN Number provided to the player, as they are currently unable to track the transaction? Additionally, if possible, I would greatly appreciate it if you could share proof of payment with me, either in this thread or via email. This information will assist me in effectively addressing this case.

Dear Xooo,

Could you please clarify the details regarding the bank statement? I am unsure whose bank statement was shared. Additionally, may I inquire about the status of the withdrawal request in your player account?

Regards,