Spin Buffalo Casino - Povlačenje igrača je odloženo u kazinu Spin Buffalo.

Hello,

Unfortunately, I have to file a complaint against Spin Buffalo Casino as they have not processed my withdrawal.

On November 15th, 2024, I registered at this casino and deposited €16 via Tether USDT. On the same day, I fulfilled the 3x wagering requirement and requested a withdrawal of €54 in Tether USDT. However, I have yet to receive this withdrawal.

It's important to note that no bonus was used, and there was no violation of the terms and conditions. Although my account is not verified, verification at this casino only occurs upon request.

Since my withdrawal was still pending after nearly a week, I emailed support on November 21st, 2024, asking for the status of the withdrawal. To avoid giving the impression that I would stop playing there, I praised the casino and asked for a bonus. On November 22nd, 2024, I received a response, along with a bonus code, apologizing for the delay and stating that I would receive my withdrawal in the coming days.

Unfortunately, nothing happened, and I inquired about the withdrawal again on December 1st, 2024. I did not receive a response to this inquiry.

Perhaps you can assist me with this issue, as I am unable to resolve it myself. I have uploaded some documents; should you need further information, please feel free to contact me!

Thank you in advance for your effort!

Hallo,

leider muss ich hier eine Beschwerde gegen das Spin Buffalo Casino einreichen, da dieses meine Auszahlung nicht bearbeitet.

Am 15.11.2024 habe ich mich bei diesem Casino registriert und 16 € via Tether USDT eingezahlt. Ich habe an demselben Tag die Einzahlung über 3x umgesetzt und eine Auszahlung von 54 € in Tether USDT beantragt. Diese Auszahlung habe ich allerdings bis heute immer noch nicht erhalten.

Wichtig zu sagen ist, dass kein Bonus verwendet und auch nicht gegen die Geschäftsbedingungen verstoßen wurde. Mein Account ist zwar nicht verifiziert, allerdings geht dies bei diesem Casino nur auf Anforderung.

Da meine Auszahlung nach knapp einer Woche immer noch ausstehend war, habe ich am 21.11.2024 eine E-Mail an den Support geschrieben und nach dem Stand der Auszahlung gefragt. Um nicht den Anschein zu erwecken, dass ich dort nicht mehr spielen werde, habe ich das Casino gelobt und nach einem Bonus gefragt. Hierauf wurde dann am 22.11.2024 auch geantwortet und neben einem Bonuscode hat man sich auch noch für die Verzögerung entschuldigt und gesagt, dass ich meine Auszahlung in den kommenden Tagen erhalte.

Leider passierte allerdings überhaupt nicht und ich habe am 01.12.2024 nochmal nach der Auszahlung gefragt. Hierauf folgte keine Antwort.

Vielleicht können Sie mir ja hier weiterhelfen, ich komme bei diesem Problem leider selber nicht weiter. Einige Unterlagen habe ich hochgeladen, wenn Sie noch weitere benötigen, melden Sie sich gerne!

Im Voraus vielen Dank für Ihre Mühe!

Dear fresebast,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Buffalo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your player's account accessible to you can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

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.

Best regards,

Tomas

Dear Thomas,

First of all, thank you for your quick response!

Here are the answers to your questions:

• My player account is accessible to me and I can log in
• I only played the slot "Sweet Bonanza 1000" by Pragmatic Play with a bet of €0.20 per spin

If you have any further questions, please do not hesitate to contact us and thank you very much for your effort!

Best regards

Fresebast

Lieber Thomas,

zunächst vielen Dank für Ihre schnelle Rückmeldung!

Hier die Antworten auf Ihre Fragen:

• Mein Spielerkonto ist für mich zugänglich und ich kann mich anmelden
• Ich habe nur den Slot „Sweet Bonanza 1000" von Pragmatic Play mit einem Einsatz von 0,20 € pro Drehung gespielt

Bei weiteren Fragen melden Sie sich gerne und besten Dank für Ihre Mühe!

Viele Grüße

Fresebast

Thank you very much, fresebast, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 fresebast,

My name is Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spin Buffalo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spin Buffalo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fresebast,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi