The player from Ontario had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. After several communications regarding delays and inconsistent information from the casino, the issue was resolved, and she confirmed that both payments had been received. The Complaints Team marked the complaint as 'resolved' in their system.
Igračica iz Ontarija je zatražila povlačenje pre podnošenja žalbe. Nažalost, njen dobitak još nije primljen. Nakon nekoliko komunikacija u vezi sa kašnjenjima i nedoslednim informacijama iz kazina, problem je rešen, a ona je potvrdila da su obe uplate primljene. Tim za žalbe je označio pritužbu kao „rešenu“ u svom sistemu.
Zdravo, postavio sam zahtev za depozit od $1000 31. januara i još $1000 1. februara. Kazino navodi da će za to trebati tri radna dana, međutim status oba moja zahteva za povlačenje je u toku. Nije postignut napredak. Osoblje podrške mi je reklo da danas dobijam svoj novac. Danas kada sam se raspitivao rekli su budi strpljiv. Osećam se kao da me bacaju bez ikakve pomoći od Spinsi kazina. Moj VIP menadžer ne odgovara na mejlove.
zašto nisu napredovali u statusu mojih povlačenja nakon tri radna dana?
kada ću dobiti svoja sredstva? I zašto stalno jurim okolo?
Hello, I’ve made a deposit request of $1000 on January 31 and another $1000 on February 1st. Casino states that it will take three business days however the status on both of my withdrawal requests is under review. No progress has been made. Support staff told me I was getting my money today. Today when I inquired they said be patient. I feel as though I’m being tossed around with little to no help from Spinsy casino. My VIP manager does not respond back to emails.
why hasn’t their been any progress to the status of my withdrawals after three business days days ?
when will I receive my funds? And why do I keep getting the run around ?
Dear Sandrass,
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.
nadam se da neće dostići 14 dana, ali ću vas u skladu s tim ažurirati
i hope it doesn’t reach 14 days but will update you accordingly
Prošlo je 5 dana i dva vikenda. Sutra će takođe biti subota i nedelja. Kazino mi je već dva dana rekao da su moja povlačenja u završnoj fazi obrade, ali da nema ažuriranja statusa. Pročitao sam brojne pritužbe na ovaj kazino i da oni namerno ne oslobađaju sredstva. Ne smatram da je u redu čekati 14 dana, posebno ako kazino kaže (imam dokaz) da ništa nije u redu sa njihovim finansijskim odeljenjem ili mojim računom. Voleo bih da neko uskoči, verujem da ostavljam novac na mom računu još dva dana bez ažuriranja dovodi igrače u kazino riziku da izgube novac što nije fer
It has now been 5 days, and two weekends. Tomorrow will also be Saturday and Sunday . The casino has told me for two days now that my withdraws are in the final stage of processing yet there has been no status update. I have read numerous complaints about this casino and them not releasing funds deliberately. I do not feel it is right to wait 14 days especially if the casino is stating ( I have proof) that there is nothing wrong with their financial department or my account. I would like someone to step in, I believe leaving the money in my account for another two days with no update puts casino players at risk to lose the money which is not fair
Spinzi kazino me je lagao bez prestanka. Danas se navršava 6 radnih dana od kada sam zatražio povlačenje. Tamo je prošlo 72 sata koliko tvrde na svojoj veb stranici. Tražio sam ažuriranje pre nekoliko dana i njihov predstavnik za ćaskanje je rekao da su moja povlačenja u poslednjem koraku obrade. Danas oko 10 sati ujutru sam se vratio da razgovaram za ažuriranje statusa - predstavnik me je obavestio da su moja povlačenja poslata sa njihove strane. Tri sata kasnije, vraćam se na ćaskanje i primećujem da se ništa na mom nalogu nije promenilo – sva povlačenja su prikazana kao „u pregledu", drugi predstavnik za ćaskanje mi je rekao da se moja povlačenja još obrađuju. Govorili su mi laži NON STOP. Ovo ne može biti prihvatljivo od kazina. Kada sam izneo laž, pokušali su da kažu da je to mala greška. Ovim ponavljanjima dozvoljavamo vreme da provere naš nalog, nema šanse da je IZJAVA koja je velika mala greška. Molim vas da se uključite i rešite ovo jednom zauvek
ovi razgovori su bili u razmaku od tri sata. Izgubio sam potpunu veru u ovaj kazino, posebno nakon što lažu svoje igrače
Spinsy casino has been lying to me non stop. Today marks 6 business days since I’ve requested my withdrawal. Way past there 72 hours that they claim on their website. I asked for an update a few days ago and their chat representative said that my withdrawals are in their last step of processing. Today at around 10 am I went back to chat for a status update- the representative advised me that my withdrawals were SENT from their side. Three hours later, I go back onto chat noticing that nothing in my account has changed- my withdrawals all show as " under review" another chat representative told me that my withdrawals are still processing. I have been told lies NON STOP. This cannot be acceptable from a casino. When I brought up the lie, they tried to say it’s a small mistake. We allow these reps time to check our account, there is no way a STATEMENT that big is a small mistake. I’m asking you to step in and address this once and for all
these chats were three hours apart.i have lost complete faith in this casino, especially after they lie to their players
Molim vas zatvorite ovo, danas sam dobio obe uplate
Please close this, I got both payments today
Dear Sandrass,
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.
Dragi Sandrass,
Zaista mi je drago da čujem da je vaš problem rešen. Označiću vašu žalbu kao „rešenu" u našem sistemu. Hvala vam što ste potvrdili ishod. Ako se ikada suočite sa bilo kakvim izazovima sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu za vas.
Kao što znate, naše usluge su potpuno besplatne i ne prihvatamo nikakve napojnice. Ali ako biste mogli da odvojite trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilotu, to bi mi mnogo značilo. Evo veze: https://vvv.trustpilot.com/evaluate/casino.guru . Vaša iskrena recenzija i svi predlozi o tome kako možemo da poboljšamo bili bi neverovatno dragoceni, ne samo za nas, već i za druge kojima bi možda bila potrebna pomoć u vezi sa problemima u vezi sa onlajn kazinom.
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Hvala vam puno na izdvojenom vremenu.
Srdačan pozdrav,
Casino.Guru
Dear Sandrass,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
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