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I won $180 through bonus winnings, they communicate with me they say they are going to pay and even send me an email and text saying they paid but i have not recieved anything at all. They say they cannot pay me out on my mastercard and they dont give the etransfer option so i was forced to withdraw with echeck. I waited and waited and nothing. Still nothing. I sent an email to them and they responded congratulating me on my winnings but do not address the fact i have yet to be paid out.

Dear dexterwidaiko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process at the casino. To better understand your situation, we would like to ask you a few clarifying questions:

• Can you please confirm the date when you initiated the withdrawal?
• Have you received any confirmation or reference number regarding your eCheck withdrawal?
• Did the casino provide you with any estimated timeline for when the payment would be processed?
• Have you checked your bank account to see if there are any pending transactions related to this withdrawal?
• Have you attempted to contact their customer support for follow-up on your payout?

Your cooperation in providing these details will help us investigate and work towards a resolution in your case.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I put initiated the withdrawl on april 7th, by the 9th it had said i was paid out but there were no deposits to my account. It took me hours till i finally was able to talk to someone who basiclly told me they will take my money no problem but to withdrawl i need to verify(which i had already done with them and 2 of their sister casinos) so i jumped through their little hoops and got verified yet again only to be told they will accept money from a mastercard bimut cant put money back onto mastercard, they also will accept etransfers but cannot etransfer the funds to my account. The only other option is echeck which i had no choice but agree too only to find out my bank does not accept echecks, therefor i recieved nothing again. I emailed them again and got an email congratulating me and saying my winnings were paid out. If i didnt get them, who did?

Both jackpotcity and spincasino (both sister casinos with spingalaxy) paid me no problem through etransfer. Aside from having to be verified 2 times for each casino they paid me 3 days after i initiated my withdrawl. I dont understand why spingalaxy cant just etransfer me

Hi dexterwidaiko,

Thank you very much for your reply and for explaining the situation in more detail.

To better understand what exactly happened with your withdrawal, could you please confirm the following:

• Did the casino ever send you any official confirmation or proof of payment (e.g., a payment receipt, transaction reference number, or payment processor confirmation)?
• Have you received any recent responses from their support that refer specifically to your payout issue (not just general congratulations)?

If you have any of these documents or email/text confirmations, please feel free to forward them to me directly at petronela.k@casino.guru. This will allow us to review the communication and potentially escalate your case more effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Dear dexterwidaiko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have responded to the email provided and never got a response back.

If you want me to send documents again let me know and i will resend them

Hi,

Thank you for getting back to us.

I'm sorry to hear that you didn’t receive a reply to your previous email. To help us locate it, could you please confirm the email address you sent the documents to? If it wasn’t sent to petronela.k@casino.guru, feel free to forward everything there again.

Also, we kindly ask you to reply to the questions from our previous message, as they are essential for understanding your case:

1. Did the casino ever send you any official confirmation or proof of payment (e.g., a payment receipt, transaction reference number, or confirmation from the payment processor)?
2. Have you received any recent responses from the casino’s support specifically referring to your payout issue (not just general congratulations)?

Once we receive your response and the documents, we’ll be able to move forward and try to escalate your case if necessary.

I hope we can help you resolve this issue soon.

Dear dexterwidaiko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru