Spintornado Casino - Retraso en la retirada del jugador.

have been waiting for a withdrawal of 800 + 300 € for almost two weeks! when you write with the support, they only give scars, they are behind, but thanks for your patience!

Dear danieljo91, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

I made a withdrawal of €800 on 10-26 and one of €300 on 10-27.

previously tried to make withdrawals of €1300 x2 10-24 which were rejected due to missing KYC, but it is arranged and approved before the last two withdrawal attempts. not had any approved attempts before!

Thank you for your reply, danieljo91. Have you accumulated your winnings with or without an active bonus? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

i have 2 withdrawals requested, no active bonus in them! standing as waiting! get only vague answers in contact with support, as thanks for your patience, but no concrete answers!

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have send a e-mail too you!

Thank you very much, danieljo91, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you danieljo91 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spintornado Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter