Spitfire Casino - El reintegro del jugador se ha retrasado.

Last Saturday, 19/08, I made a cash withdrawal. I have all my documentation uploaded correctly and up-to-date.

The casino's explanation for the delay is that it can take "up to" 7 days to process the withdrawal.

For the last 3 days, I have been writing to them in order to know the status of my request, but all I receive are vague answers stating that their financial department is still processing it.

From what I'm seeing, it seems that the only way to get a payout from this casino is by threatening them.

Two months ago, when I lodged a complaint here and sent them a message alerting them to the complaint and a possible lawsuit, I had the money within 24 hours.

El pasado sábado 19/08 realicé una retirada de efectivo. Tengo toda la documentación bien subida y actualizada.

La explicación del casino para la demora es que pueden tardar "hasta" 7 días para tramitar el reintegro.

Los últimos 3 días les he escrito para conocer la situación del mismo y todo son balones fuera, que su departamento financiero aún lo está tramitando.

Por lo que estoy viendo en este casino parece que la única forma de poder tener un reintegro es amenazando.

Hace 2 meses cuando puse una queja aquí y les envie un mensaje avisando de la queja aquí y una posible denuncia, en 24 horas tenía el dinero.

Dear 986Manu,

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

Hello Kristina,

Today, after 10 days, they wrote me an email from the casino explaining that they still had to check with the game providers that everything was ok before making the withdrawal transfer.

I have responded to them explaining that this situation was not normal and that I had made a complaint here.

Now I want to enter the page and they have disabled me as a user.

I think this whole situation stinks so bad

Hola Kristina,

Hoy, después de 10 días, me han escrito un mail desde el casino explicando que aún tenían que comprobar con los proveedores de juegos que estaba todo ok antes de hacerme la transferencia del retiro.

Les he respondido explicando que no era normal esta situación y que había hecho una queja aquí.

Ahora quiero entrar en la página y me han deshabilitado como usuario.

Creo que toda esta situación huele muy mal

Dear 986Manu,

Have you received your withdrawal from the casino yet?

I have not yet received the money nor have I received a response from the Casino to several emails I have sent them.

And they also have my account disabled saying that they are investigating it

Aún no he recibido ni el dinero ni tengo respuesta del Casino a varios mails que les he enviado.

Y también tienen mi cuenta deshabilitada diciendo que la están investigando

Thank you for your reply, 986Manu. Have you made any successful withdrawals before? Have you received any confirmation regarding successful KYC verification?

Have you accumulated your winnings with or without an active bonus?

Good morning

A little over a month ago I made a withdrawal and it was successful because I had to file a claim here and almost threaten to go to the police.

The only notification I received from the Casino, 10 days after requesting the withdrawal, was that I had a pending withdrawal but that they had to investigate the providers to see that everything was ok, and in the process they disabled my account because, according to them, it is in research.

And there is no kind of bonus involved in this.

Buenos dias

Hace algo más de un mes hice un retiro y fue exitoso porque tuve que poner una reclamación aquí y casi amenazar con ir a la policía.

La única notificación que recibí del Casino, 10 días después de solicitar el retiro, fue que exactamente tenía un retiro pendiente pero que tenían que investigar los proveedores para ver que todo estaba ok, y de paso me deshabilitaron la cuenta porque, según ellos, está en investigación.

Y no hay ningún tipo de bono implicado en esto.

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.

Hello Kristina,

A few days ago I sent you an email explaining the entire case and with additional new information.

The summary is:

A month ago I requested a withdrawal

They tell me about the casino that it can take up to 7 business days to manage it

After 7 business days I receive an email from casino management telling me that they have to investigate with the suppliers that all the games were ok in order to send me the money.

At the same time they block my account saying that it is under investigation

In turn, from the casino chat they tell me that this is something normal that can take 2 weeks

Tomorrow it will be 2 weeks of this and I still don't have the money and the casino still doesn't give any explanations other than being patient

Various casino excuses:

The manager is on vacation

We have updated the system and we cannot access

The financial department is not operational right now

Two months ago when I made a withdrawal, I ended up filing a complaint here and threatening to report it to the police, they asked me to confirm some bank details and the next day I had the money.

Right now they don't even pay the money and I'll have to end up going to the police.

Since I published the complaint here, you have asked me for all the information but I don't know if you have contacted the Casino or if they have given you any response and you write to me when the 6-day period that you set for giving a response is about to expire. in the chat just to ask me again for the information that I have already explained here in the different messages

Hola Kristina,

Hace unos días te envié un mail explicando todo el caso y con datos adicionales nuevos.

El resumen es:

Hace un mes solicité un retiro

Me dicen del casino que pueden tardar gasta 7 días laborales en gestionarlo

A los 7 días laborales me llega un mail de gerencia del casino diciendome que tienen que investigar con los proveedores que todos los juegos fueron ok para poder enviarme el dinero

A su vez bloquean mi cuenta diciendo que está bajo investigación

A su vez desde el chat del casino me dicen que esto es algo normal que puede demorarse 2 semanas

Mañana hacen las 2 semanas de esto y yo aún no tengo el dinero y el casino sigue sin dar explicaciones más que tener paciencia

Excusas varias del casino:

El gerente está de vacaciones

Hemos actualizado el sistema y no podemos acceder

El departamento financiero ahora mismo no está operativo

Hace dos meses cuando hice un retiro, que acabe poniendo aquí una queja y amenaza de denuncia a la policía, me pidieron confirmar unos datos bancarios y al día siguiente tenía el dinero.

Ahora mismo ni con esas pagan el dinero y tendré que acabar yendo a la policía.

A mi desde que he publicado la queja aquí me habéis pedido toda la información pero no sé si habéis contactado con el Casino u os han dado alguna respuesta y me escribís cuando está a punto de expirar el plazo de 6 días que marcáis para dar una respuesta en el chat solo para pedirme de nuevo la información que ya fui explicando aquí en los diferentes mensajes

The last of all, it seems like they are laughing at you... they tell me that the withdrawal has been rejected...

La última de todas, que parece que se ríen de uno... me dicen que el retiro ha sido rechazado...



The withdrawal has been rejected and my account is blocked. According to them, it is under investigation and that it may take two more weeks while they do not make the withdrawal.

It has been more than a month since the withdrawal request

El retiro ha sido rechazado y mi cuenta está bloqueada. Según ellos está bajo investigación y que eso puede demorarse dos semanas más y mientras no hacen el retiro.

Hace más de un mes de la solicitud de retiro

Thank you very much, 986Manu, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

I opened this complaint 3 weeks ago. Have you had any news from the casino?

Abrí esta complaint hace 3 semanas. Habéis tenido alguna noticia del casino?

Hi 986Manu,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Spitfire Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

6 days with the Chat for clients Off... I find it complicated...

6 días con el Chat para clientes en Off... lo veo complicado...

I paste a text from another Casino opinion page about a user's experience:

"I ask you not to think about playing in this casino. After having reopened my account and they asked me to do so, it turns out that when I had 2000 euros deposited (I only play American roulette) I was lucky enough to bet €50 on double zero and it came out for what I got 1800 This was Thursday the 13th of this July.

Well, speaking with the manager named Caroline, she tells me that according to my agreement, the withdrawals would be in 3 or 4 days at most, leaving me to pay the 2000 that I withdrew, on Tuesday the 18th, which is today, or on Wednesday, July 19, which is tomorrow. .

She sends me an email today saying that between today the 18th and tomorrow the 19th they will pay me the 2000 and that she is waiting for me to tell her if the payment will be today or tomorrow.

What was my surprise when I just received an email from Manager SpitFire Casino saying that before approving my 2000 withdrawal they had noticed some irregularities in my play and winnings and that my account is under review.

This is something that some casinos use to avoid paying but it turns out that they cannot prove anything since there is no irregularity and thank goodness I made screens of all the biggest prizes, for example the one of €1800.

With this I make it clear that it is one of the worst casinos according to what can be read on various websites, for example Casino Guru, and that they are dedicated to scamming users with comments about irregularities that do not exist.

User in this casino: joberto.

I have screens of the prizes won in American roulette and I can send them if required

Date of experience: July 18, 2023"

It can be seen that this Casino systematically scams its users by not paying their winnings.

Os pego un texto de otra página de opinión de Casinos sobre la experiencia de un usuario:

"Ruego no se les ocurra jugar en este casino, Despues de haber reabierto de nuevo mi cuenta y asi me lo pidieron, resulta que cuando llevaba 2000 euros depositados ( solo juego a la ruleta americana) tuve la suerte de apostar 50 € al doble cero y salió por lo que consegui 1800 Esto fue el jueves dia 13 del presente julio.

Pues bien, hablando con la manager llamada Caroline me dice que segun acuerdo conmigo los retiros serian en 3 o 4 dias como maximo, quedando en pagarme los 2000 que retiré, el martes 18 que es hoy o bien el miercoles 19 de julio que es mañana.

Ella me manda hoy un correo diciendo que entre hoy dia 18 y mañana dia 19 me pagan los 2000 y que esta esperando que le diga finanzas si será el pago hoy o será mañana.

Cual es mi sorpresa cuando acabo de recibir un correo de Manager SpitFire Casino diciendo que antes de aprobar mi retiro de 2000 han notado algunas irregularidades en mi juego y ganancias y que mi cuenta se halla bajo revisión.

Esto es algo que emplean algunos casinos para no pagar pero da la casualidad que no pueden demostrar nada puesto que no hay ninguna irregularidad y menos mal que hice pantallas de todos los premios mas gordos, por ejemplo el de 1800 €.

Con esto dejo claro que es uno de los peores casinos segun se puede leer en varias web por ejemplo en casino Guru y que se dedican a estafar a los usuarios con comentarios de irregularidades que no existen.

Usuario en este casino : joberto.

Tengo pantallas de los premios ganados en la ruleta americana y puedo mandarlas si la requieren

Fecha de la experiencia: 18 de julio de 2023"

Se puede ver que de forma sistematica este Casino estafa a sus usuarios al no pagar sus ganancias

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 think that these people don't care about the casino's valuation anymore, they open another tomorrow and keep all the money.

It's a shame if you can't apply pressure in a more forceful way.

Yo creo que a esta gente le da igual ya la valoración del casino, abren otro mañama y se quedan con todo el dinero.

Una pena sino podéis hacer presión de una forma más contundente

Dear 986Manu,

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. 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 might 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.

In the meantime, I recommend you contact the Antillophone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas