Spins Heaven Casino - Igrač tvrdi da mu je isplata odložena.

summited a withdrawal request for £1600 all deposits was from raw cash no bonuses.

on the website states 24-48hrs withdrawal times then when you request a withdrawal your then told 7-21 days. no mention of the time scale on their website. its disgusting and misleading.

Dear Rsdazzer82,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Rsdazzer82,

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.

Hi,

Thanks for stepping in now, i have still not received my withdrawal from spins heaven and no response from them. thanks

Hi,

Thanks for stepping in now, i have still not received my withdrawal from spins heaven and no response from them. thanks

Dear Rsdazzer82,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Additionally, can you please confirm whether your account is fully verified and since when exactly?

Looking forward to hearing from you.

Regards,

Nick

Hi Nick,

my account was verified between the 10th to the 13th of February 2025. i will email you over my chats with you now. thanks

Thank you Rsdazzer82 for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

there is more communication, i asked them today could they confirm i will receive my money tomorrow as that’s the end of there 21day period and there response was " we are not able to confirm that ". thanks

Hello Rsdazzer82, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spins Heaven Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence. If said evidence contains sensitive information, casino can send it to me directly to matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Rsdazzer82, 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 their 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 at all. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach in the future. 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 I could not be of more help on this occasion. :(

Best regards,

Matej