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I deposited money at the casino and, after playing, I made a profit. When I requested a withdrawal of my funds, the process has been constantly delayed.

Every time I contact live chat, they respond quickly, but they always say the problem is with the finance department and that my case has been marked as a priority. However, this isn't reflected in reality, as the withdrawal still hasn't been processed.

Furthermore, the casino has given different explanations at different times, such as internal problems, withdrawal verification and a high number of requests, without providing a clear solution or a specific payment date.

The waiting time has already exceeded the estimated limit that the casino itself indicates for approving withdrawals.

I believe I have complied with all the casino's terms and conditions, so I request that you review my case and help me obtain a fair resolution.

Deposité dinero en el casino y, después de jugar, obtuve ganancias. Al solicitar el retiro de mis fondos, el proceso ha sido retrasado constantemente.

Cada vez que contacto al chat en vivo, responden rápidamente, pero siempre indican que el problema es del área de finanzas y que mi caso ha sido marcado como prioridad. Sin embargo, esto no se refleja en la realidad, ya que el retiro sigue sin procesarse.

Además, el casino ha dado diferentes explicaciones en distintos momentos, como problemas internos, verificación del retiro y alta cantidad de solicitudes, sin proporcionar una solución clara ni una fecha concreta de pago.

El tiempo de espera ya ha superado el límite estimado que el propio casino indica para aprobar los retiros.

Considero que he cumplido con todos los términos y condiciones del casino, por lo que solicito que revisen mi caso y me ayuden a obtener una resolución justa.

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Dear SinFvtvro,

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

Tomorrow marks the end of the 14-day waiting period, and the withdrawal has still not been approved. I'll update you on my case tomorrow, thank you.

Mañana se cumplen los 14 dias de espera, y sigue son aprobar el retiro. Mañana les actualizo mi caso, gracias.

Yesterday I was told I would receive an email update, which did not happen.

Furthermore, the responses I continue to receive remain ambiguous and do not provide clarity on the actual status of my retirement.

The case remains unresolved.

El día de ayer se me indicó que recibiría una actualización por correo, lo cual no ocurrió.

Además, las respuestas que sigo recibiendo continúan siendo ambiguas y no brindan claridad sobre el estado real de mi retiro.

El caso sigue sin resolución.

Dear SinFvtvro,

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.

Yesterday I was told I would receive an email update, which did not happen.

Furthermore, the responses I continue to receive remain ambiguous and do not provide clarity on the actual status of my retirement.

The case remains unresolved.

El día de ayer se me indicó que recibiría una actualización por correo, lo cual no ocurrió.

Además, las respuestas que sigo recibiendo continúan siendo ambiguas y no brindan claridad sobre el estado real de mi retiro.

El caso sigue sin resolución.

Dear SinFvtvro, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I still haven't received my pension.

No successful withdrawals yet. I'm new to this casino.

I already have the verification

Earnings without bonus. I made a deposit.

I played both. Slots and sports betting.

Sigo sin recibir mi retiro.

Ningún retiro exitoso aún. Soy nuevo en este casino.

Ya tengo la verificación

Ganancias sin bono. Hice un deposito.

Jugué ambas. Slots y apuestas deportivas.

Dear SinFvtvro,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear SinFvtvro,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite OnlySpins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his withdrawal yet?

Thank you in advance for providing the information.

Dear SinFvtvro,

We are writing to you regarding your pending withdrawal request.

To assist you as quickly as possible, we have escalated the withdrawals you submitted for priority review. The relevant department is currently processing this request, and we are monitoring the status closely. As soon as we receive a definitive update from the internal team, we will inform you immediately.

We appreciate your cooperation and patience.

Best regards,

OnlySpins Casino Team

They've been telling me the same thing for three weeks now. That my application is a priority, but it still hasn't been approved.

Hace 3 semanas que me están diciendo lo mismo. Que mi solicitud tiene prioridad, pero sigue sin ser aprobado.

Dear OnlySpins Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

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

Dear SinFvtvro,

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,

Martina