Spinrollz Casino - Zahtevi igrača za povlačenje sredstava su odloženi.

Hello, I have three pending withdrawal requests for €500 each at the online casino Spinrollz. I submitted the first withdrawal on August 5, 2025, the second on August 6, 2025, and the third on August 12, 2025. Since then, the status of my requests hasn't changed. Support always gives me what sometimes seem like the same, pre-written responses: they're sorry, that there's nothing to worry about, that it will be forwarded to the finance department with the highest priority, and that I should be patient. I've been getting this response every day in live chat for the past two weeks.

Hallo, ich habe beim online Casino Spinrollz 3 offene Auszahlungsanträge über jeweils 500€. Die ersten Auszahlungen habe ich am 05.08.2025 gestellt, die zweite am 06.08.2025 und dritte am 12.08.2025. Seit dem hat sich am Status meiner Anträge nichts mehr geändert. Vom Support erhält man immer wieder nur die teils gefühlt gleichen vorgefertigten Antworten dass es ihnen leid tut, dass man sich keine Sorgen machen brauch, dass man es an die Finanzabteilung mit höchster Priorität weiter leitet und das man Geduld haben soll. Das bekomme seit 2 Wochen nun täglich im Live Chat als Antwort.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinrollz Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshots of your withdrawal requests?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

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Hello, here are the requested screenshots of the 3 withdrawal requests.

According to the information on my profile, verification is not necessary for my account.

I have also made several withdrawals using the same payment method.

The winnings were credited with a bonus. The bonus was a 100% deposit bonus. I deposited €60 and received a €60 bonus. The wagering requirements were 20x deposit + bonus. So, €2,400, which I also wagered before my first withdrawal request.

Kind regards

Hallo, hier die gewünschten Screenshots der 3 Auszahlungsanträge.

Eine Verifizierung ist für mein Konto laut Infos auf meinem Profil nicht nötig.

Ich habe auch bereits mehrere Abhebungen mit der selben Zahlungsmethode getätigt.

die Gewinne wurden mit Bonus erzählt. Es handelte sich bei dem Bonus um einen 100% Einzahlungsbonus. Ich habe 60€ eingezahlt und habe 60€ Bonus erhalten. Die Umsatzbedingungen waren 20x Einzahlung+Bonus. Also 2400€, dies wurde vor dem ersten Auszahlungsantrag auch von mir umgesetzt.

Mfg

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I just received a chat transcript from today. I forwarded your email.

Kind regards

Ich habe gerade einen Chat Transcript vom heutigen Tage. Die email von ihnen weitergeleitet.

Mfg

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Spinrollz Casino representative to join this conversation.

Dear Spinrollz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

We kindly inform you that we have forwarded your request with urgency to our payments team and please rest assured that your withdrawals will be completed as soon as possible. We will have updates very soon regarding the completion of your withdrawals.

Thank you so much for your patience and understanding!

Kind regards,

Spinrollz casino team

These are roughly the same statements I've been getting from support for weeks. I can't count on two hands how many times my issue has been escalated to the payments team.

Das sind in etwa die gleichen Aussagen die ich seit Wochen vom Support bekomme. Ich kann es schon nicht mehr an zwei Händen abzählen wie oft mein Anliegen an das Zahlungsteam weitergeleitet wurde.

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

Dear lordnero,

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,

Barbora