Spinrollz Casino - Povlačenje igrača je odloženo.

Hi, I requested a withdrawal on Spinrollz on January 31st, but it hasn't been approved yet.

I was also suspended after a week, so I contacted them via email to find out what the problem was.

After several emails, I discovered that documents were needed to verify my identity (I had never been asked for them before), so I provided all the requested documents on March 12th.

On March 13th, I was told that I would receive an update on my account verification and withdrawal of my funds.

To date, I haven't received any further response. I ask you to intervene and help me expedite my withdrawal.

Thanks in advance

Salve, ho richiesto un prelievo su Spinrollz il 31 Gennaio, ma non è ancora stato approvato.

Sono stato pure sospeso dopo una settimana, dunque li ho contattati via email per capire quale fosse il problema.

Dopo svariate email ho scoperto che servivano dei documenti per verificare la mia identità (non mi era mai stato chiesto prima), così ho fornito tutti documenti richiesti il 12 Marzo.

Il 13 Marzo mi è stato detto che avrei ricevuto un aggiornamento sulla verifica del mio conto e sul prelievo dei miei fondi.

Ad oggi, non ho avuto nessun'altra risposta. Vi chiedo di intervenire e aiutarmi a velocizzare il mio prelievo.

Grazie in anticipo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you still don't have access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Also, do I understand correctly that the casino hasn't approved your documents yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning Kristina, so:

• I don't have access to my account despite pending withdrawal;
• I played slot machines, mostly pragmatic
• I sent the documents, the casino informed me that they have taken charge of my request but they have not yet approved the documents
• My winnings were accumulated without active bonuses

Buongiorno Kristina, allora:

• non ho accesso al mio account nonostante il prelievo in pending;
• ho giocato alle slot machine, prevalentemente pragmatic
• ho inviato i documenti, il casino mi ha informato di aver preso in carica la mia richiesta ma non ha ancora approvato i documenti
• le mie vincite sono state accumulate senza bonus attivi

Thank you very much for your reply, Spaffle. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi, here's the email exchange between me and Spinrollz:

On March 12th, they asked me for the documents. I sent them that same day, and on March 18th, I wrote back to them, pointing out that I hadn't received any updates. There were no further responses.

I hope you can help me.

Ciao, ecco lo scambio di email tra me e Spinrollz:

Il 12 Marzo mi hanno chiesto i documenti, il giorno stesso li ho inviati e il 18 Marzo gli ho riscritto facendogli notare che non avevo avuto aggiornamenti. Non ci sono state ulteriori risposte.

Spero possiate aiutarmi voi.

Dear Spaffle,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you Spaffle for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinrollz Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinrollz Casino

Dear Spaffle,

Thank you for the patience.

We kindly advice you to provide the following Documents in order to verify your account:

ID both sides

+ Selfie ID AOS.(A Selfie photo holding your ID document against the background of our website ( casino name to be visible) 

Kind regards,

Spinrollz Casino

Hello Spinrollz Casino, I have sent the requested documents to the address support@spinrollz.com and I included in the email the details for paying my remaining balance.

I await updates.

Ciao Spinrollz Casino, ho inviato i documenti richiesti all'indirizzo support@spinrollz.com e ho incluso nella email i dettagli per il pagamento del mio saldo residuo.

Attendo aggiornamenti.

Dear Spaffle,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinrollz Casino

Dear Spaffle,

Thank you for the patience.

We kindly ask you to provide Bank details in order to proceed with your active balance :

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Kind regards,

Spinrollz Casino

Dear Spaffle,

Thank you for the reply.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinrollz

The casino finally paid the withdrawal today.

Thanks to Casino Guru for the support.

Il casino ha finalmente pagato il prelievo in giornata odierna.

Grazie a Casino Guru per il supporto.

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

Dear Spaffle,

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,

Peter