Spins Of Glory Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello Casino Guru team,

I am filing this complaint against Spins of Glory Casino regarding the blockage of my withdrawals totaling 1,500 EUR.

I won this amount without using any bonus. Due to the site's limits, I had to make three separate withdrawal requests of 500 EUR each. My first request was made on April 23rd, 2024.

Here are the key points of my case:

Verification Contradiction: The website officially states that no account verification (KYC) is required for my profile. However, my withdrawals remain stuck with the status 'under verification'.

Action Taken: As a precaution, I proactively sent all my identification documents by email to the relevant department.

Support Responses: I have contacted the live chat and email support more than ten times. I am systematically told to wait due to a 'high volume of requests', but my status has not changed for 12 days.

I am seeking your assistance to receive my honestly earned winnings.

support@spinsofglory.com

Thank you for your mediation."

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 Mariamaria88,

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 Mariamaria88,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mariamaria88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla