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

Good day, dear Casino Guru team.

The following problem has already been reported several times.

My first payment of €500 has been requested since January 1, 2026; a total of 3 payments of €500 each have been requested.

I kept getting put off. Apparently, it's been approved for six days now and just needs to be processed by the system. I was assured that all security checks have been completed.

Still no money and always the same platitudes when I ask... I need help, I've tried everything.

Guten Tag liebes Casino Guru Team.

Folgendes Problem das auch schon mehrfach bekannt ist.

Seit dem 01.01.2026 ist meine erste auszahlung von 500€ beantragt insgesamt 3 Stück je 500.

Ich wurde immer wieder vertröstet. Seit angeblich 6 Tagen ist es schon genehmigt muss nur von System bearbeitet werden. Alle sicherheitsprüfungen sind abgeschlossen wurde mir versichert.

Trotzdem kein Geld und bei Anfrage immer die gleichen Flosken ... Ich benötige hilfe habe alles versucht.

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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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tamika2000,

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

Dear Tamika2000,

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.

The payment arrived today, May 15th. The first €1500. And now I'll continue to request €500 in small increments 😉 but thank you

Auszahlung ist heute am 15.05 angekommen. Die ersten 1500€. Ubd nun immer wieder 500 in kleinen Schritten beantragen 😉 aber danke

Dear Tamika2000, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• 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

Dear Tamika2000,

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,
Karla
Casino.Guru

Dear Tamika2000,

Thank you for your update.

Could you please let us know what the current status of your account and balance is? Has the casino completed the verification process, and have you received any part of your winnings so far?

Please confirm your current withdrawable balance and whether any withdrawal requests have been processed since your last message.

Karla

Hello, I won a total of approximately €5500. Verification was completed before the first withdrawal. This consisted of three €500 withdrawals on May 15th, after a 15-day waiting period. Then, on May 15th, 16th, and 17th, I requested further withdrawals of €500 each. This leaves me with a balance of €2500 and a €1500 withdrawal pending, but not a single cent has been paid out to date. I contact support daily, and they consistently cite delays. Regarding multiple withdrawals...

Guten Tag, ich habe insgesamt etwa 5500 € gewonnen die Verifizierung wurde vor der ersten Auszahlung abgeschlossen. Das waren 3x 500€ am 15.05. Nach 15 Tagen Wartezeit. Dann haben ich erneut am 15. 16 und 17 Mai jeweils 500 Euro beantragt. Sodass ich noch 2500 Guthaben habe und 1500 in der Auszahlung davon ist bis heute aber kein Cent ausgezahlt. Ich schreibe jeden Tag mit dem Support und es wird immer von Verzögerungen gesprochen. Bei mehreren Auszahlungen...

Still nothing has happened, tomorrow I'll wait a month.

Immer noch nichts passiert morgen warte ich 1Monat

Update: Now the payout is being refused because I'm supposed to prove ownership of a credit card I used to deposit money last year. But I didn't win anything with that card, and I haven't deposited anything with it in ages. I sent proof, but the card is in my partner's name. That's impossible; if I haven't had the account for months, for example, I couldn't provide any proof. And €1500 was just paid out, and my account was verified beforehand, and now this.

I can also provide an ID card or a video ID with my partner, or something else.

Update, nun wird die Auszahlung verweigert weil ich den Eigentum einer Kreditkarte nachweisen soll mit der ich letzte Jahr eingezahlt habe. Mit der ich aber den Gewinn nicht gewonnen habe. Und auch ewig nicht eingezahlt habe. Ich habe den Nachweis geschickt allerdings von ist die Karte auf meinem Lebensgefährten ausgestellt. Das ist doch garnicht möglich wenn ich das Konto nicht mehr hätte seit Monaten z.b könnte ich auch kein Nachweis mehr geben. Und 1500 Euro wurden ja auch erst ausgezahlt und vorher mein Konto verifiziert und nun so

Kann auch n Ausweis oder n Video Id mit meinem Partner nachweisen oder sonst was.

Hello Tamika2000,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tamika2000,

Thank you for your update.

To help us understand the situation fully and assess your case correctly, could you please still clarify the following:

• Have you made any successful withdrawals from this casino before, apart from the payments already mentioned in this complaint?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or place sports bets?
• Could you please share your communication with the casino regarding the delayed withdrawals and the newly requested card verification? You can either post screenshots here or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your reply.

Karla

Yes, I already made a withdrawal on January 1st, 2026, once for €300 and once for €200. The winnings were from casino games and without any bonus.

Ja ich habe schon einmal am 01.01.2026 eine Auszahlung vorgenommen einmal 300 und einmal 200 Euro. Die Gewinne sind aus Casinospiele und ohne Bonus erzielt.

Dear Tamika2000,

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, Jana, (jana.k@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 Tamika2000,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinrollz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

New information: withdrawals are blocked. One withdrawal has been cancelled.

Alleged system error… Then I have to reapply and it takes forever…

Neuen Infos, Auszahlungen gesperrt. Eine Auszahlung storniert.

Angebliche Systemfehler…. Dann muss ich das danach wieder neu beantragen und es dauert ewig ey…

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinrollz

Dear all,

Thank you for the patience.

We would like to inform you that your account is now verified.

Kind regards,

Spinrollz

Dear Tamika2000,

We are pleased to inform you that your account has been successfully verified. You may now proceed with the withdrawal. We kindly ask that you keep us updated once you receive the funds from the casino. Thank you for your cooperation and support.