Felix Spin Casino - Isplata dobitaka igrača je odložena.

Hello, I've been trying to withdraw money from Felixspin since May 5, 2025. However, although my requests are approved, they are then credited back to my casino balance after some time. In the meantime, another attempt was made to withdraw the amount, but the request was rejected because the payment receipt was not verified. I submitted all the required documents, and the payment method was successfully verified. Withdrawals from May 15/17 were canceled and credited to my casino account again. I've already contacted support via email, and they're looking into the issue of my money not being in my account yet.

I hope you can help me with my problem and that I will still receive my money.

Best regards

Dennis

Hallo, ich versuche schon seit dem 5.5.25 mir Geld Auszahlen zu lassen von Felixspin. Jedoch werden meine Anträge zwar genehmigt, aber dann nach einiger Zeit wieder als Casinoguthaben gutgeschrieben. Zwischenzeitlich wurde wieder versucht den Betrag auszuzahlen, der Antrag wurde allerdings nicht genehmigt, weil der Zahlungsnachweis nicht verifiziert sei. Ich habe alle erforderlichen Dokumente eingereicht und die Zahlungsart wurde erfolgreich verifiziert. Auszahlungen vom 15/17.5 wurden storniert und meinem Casinokonto erneut gutgeschrieben. Mit dem Support hatte ich per Mail schon Kontakt, sie würden sich um das Problem kümmern, dass mein Geld noch nicht auf meinem Konto ist.

Ich hoffe Sie können mir bei meinem Problem weiterhelfen und das ich mein Geld noch erhalte.

Mit freundlichen Grüßen

Dennis

Dear barddennis68,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear barddennis68, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino directly to confirm whether any verification is needed, despite the message stating your account does not currently require it?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Hello, thank you for your feedback.

I hadn't made a successful withdrawal yet, as there were already problems with the first one on May 5, 2025. I was then advised to verify the payment receipt. This worked, and the account is now fully verified.

I only played with real money.

Yes, I contacted customer service via email. In response to my last inquiry yesterday, May 26, 2025, I was told that there were problems with the payment service provider. I should use a different bank account for the withdrawal. I did that and hope it works now.

Hallo, danke für Ihre Rückmeldung.

Eine erfolgreiche Abhebung hatte ich noch nicht vorgenommen, das es bereits mit der ersten am 5.5.25 Problemen gab. Daraufhin wurde ich hingewiesen den Zahlungsnachweis zu verifizieren. Das hat auch funktioniert und das Konto ist vollständig verifiziert.

ich habe nur mit Echtgeld gespielt.

Ja, ich habe mich per E-Mail an den Kundenservice gewendet. Auf meine letzte Anfrage von gestern, 26.5.25 habe ich die Auskunft erhalten, dass es Probleme beim Zahlungsdienstleister gab. Ich soll ein anderes Bankkonto verwenden für die Auszahlung. Das habe ich gemacht und hoffe das es jetzt funktioniert

Dear barddennis68, do you have any updates regarding the withdrawal?

Hello, after much back and forth, the payout has finally worked. Thank you for your help.

Hallo, nach langem Hin und her hat die Auszahlung nun funktioniert. Danke für Ihre Hilfe.

Dear barddennis68,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru