Spinrollz Casino - El retiro del jugador se ha retrasado.

Hello, despite repeated contact with casino support, I haven't received my payout yet! They're putting me off, sending me pre-written replies, but unfortunately nothing else happens. Please help me get my money!

Guten Tag, mal wieder erhalte ich trotz mehrfachem Kontakt mit dem Casino- Support meine Auszahlung nicht! Ich werde vertröstet, vorgefertigte Antworten werden gesendet, aber sonst passiert leider nichts. Bitte helfen Sie mir, mein Geld zu erhalten!

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Am I correct in understanding that you requested your withdrawal on 21 June?

Which payment method did you select for your withdrawal? Have you selected the same withdrawal method as before?

When was the last time the casino communicated with you regarding your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I deposited via bank transfer and also requested a withdrawal that way. Yes, I requested a withdrawal on June 21st, and the money hasn't arrived yet.

Ich habe per Banküberweisung eingezahlt und habe auch so die Auszahlung beantragt. Ja ich habe die Auszahlung am 21.6 beantragt und das Geld ist bis heute nicht eingegangen.

Unfortunately I still haven't received my money

Leider habe ich mein Geld immer noch nicht bekommen

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinrollz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear michaelazenker111,

We sincerely apologize for the delay in processing your withdrawal request.

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3–5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Please be assured that the funds will be credited to your bank account shortly, and kindly asking you for a bit of patience.

Thank you for your patience and understanding.

Best Regards,

Spinrollz Team

Dear michaelazenker111

At this stage, it should just be a matter of time before the payment reaches you.

I will keep this complaint open until I receive your confirmation of a successful withdrawal.

Kindly let me know as soon as the payment has been received.

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,
Attila
Casino.Guru