Spinit Casino - Igrač veruje da je njegova isplata odložena.

Greetings,

I requested a withdrawal of €500 on January 18th, but it never arrived.

Also, I can't make any more withdrawals because there's a message saying to contact them and they don't respond to the email.

I contacted them several times in the live chat and they say that they can't do anything other than contact the department.

Salve,

Ho richiesto un prelievo in data 18 gennaio da 500€, mai arrivato.

Inoltre, non posso effettuare altri prelievi perché c'è un messaggio che dice di contattarli e all'email non rispondono.

Nella live chat li ho contattati più volte dicono che oltre a sollecitare il dipartimento non possono fare.

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Dear Matteo246,

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

Dear Matteo246,

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.

No, they say verification isn't necessary and that it's being processed and that I'll be notified as soon as it's completed, and that they have a high request volume. Same response as last week.

No, dicono che non serve la verifica e che è in elaborazione e che verrò avvisato appena completato e che hanno un alto volume di richiesta. Stessa risposta di settimana scorsa.

DearMatteo246, 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

• No, the first one
• No, they didn't ask for it and they wrote that it's not needed at the moment.
• Without
• Sporting events

• No, il primo
• No, non l'hanno chiesto e hanno scritto che al momento non serve
• Senza
• Eventi sportivi

Dear Matteo246, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Which payment method did you choose to withdraw your winnings?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Karla

Dear Matteo246,

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,
Karla
Casino.Guru