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

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 Pascal2701,

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 Pascal2701,

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, nothing was offered as a gesture of goodwill.

As a good player, I'm very disappointed that nothing came of it.

On the contrary, my manager told me not to complain so much.

Leider kam nichts aus Kulanz.

Bin sehr enttäuscht als guter Spieler das da nichts kam.

Im Gegenteil bekam von meinem Manager die Antwort ich solle nicht so rumjammern.

Dear Pascal2701,

Thank you for your update.

Could you please confirm whether there is currently any money left in your casino account that you are still trying to withdraw?

Thank you very much in advance for your reply.

Karla

Thanks for your answer.

No, unfortunately not.

I gambled everything away out of anger and frustration.

Best regards

Danke für Ihre Antwort.

Nein leider nicht.

Habe aus Wut und Frust alles verspielt.

Liebe Grüße

Dear Pascal2701, 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

Good morning,

I took exams at the casino.

Just like last year, when something that took a long time to be paid out.

The winnings were without bonus.

And casino winnings.

I find the whole thing really sad.

Guten morgen,

Habe Prüfungen gemacht beim Casino.

Genauso wie letztes Jahr mal was ausgezahlt was lange gedauert hat.

Die Gewinne waren ohne Bonus.

Und Casino Gewinne.

Finde das ganze echt traurig.

Dear Pascal2701,

Thank you very much for your response and for answering my questions.

Could you please also share a screenshot of your withdrawal request from your casino account? Even if the withdrawal is no longer pending, a screenshot showing the withdrawal request or its status would be very helpful for our investigation.

This will help us better understand the timeline of events and assess your case more accurately.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Pascal2701,

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.