Spinscastle Casino - プレイヤーの撤退が遅れています。

Hello, I played with a bonus at SpinCastle. I then converted it into real money, which totaled 1350 euros. I then lost another 350, and had 1000 euros to withdraw. Verification was 100% successful. Then I got the message that withdrawals take 7 to 21 days. After 21 days, I keep asking when the transfer will be made, but I'm always told that there are too many withdrawals at the moment, which is why it's taking longer. The strange thing is, no matter what time you contact the live chat, it's always the same person. I think it's AI, too.

Hallo hatte beim SpinCastle mit Bonus gespielt. Diesen dann in Echtgeld umgesetzt zusammen waren es 1350 Euro. Ich habe dann noch 350 verspielt, und 1000 Euro zur Auszahlung. Verfiezirung ist zu 100% erfolgreich abgeschlossen. Bekam dann die Meldung Auszahlungen dauern 7 bis 21 Tage. Nach 21 Tage immer ab und zu gefragt wann überweisen wird, immer wird gesagt zuviel Abhebung im Moment, deswegen dauert es noch . Das komische ist egal welche Zeit man den Live Chat kontaktiert , immer die selbe Person leoni denke ist auch KI

Hello,

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

• Have you made any successful withdrawals before?
• Could you please advise us on the current status of your withdrawal request? Has it been marked as "in progress" since you requested it?
• Which payment method to withdraw your winnings have you opted for?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Deposited with MasterCard and the payout should also be on MasterCard here are the last answers from today

Mit MasterCard eingezahlt und die Auszahlung sollte auch auf MasterCard hier die letzten Antworten von heute

https://spinscastle14.com/home

Thank you very much for your cooperation. I will now transfer your complaint to my colleague, Martina ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear snooky42857,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in

I will now contact Spinscastle Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 snooky42857,

can you please give us an update? Have you received your withdrawals?

There's something new. I played 100 of the 1,000 euros, and on Saturday I had 200 to withdraw. Today the withdrawal was approved. I entered my card details, and the money is on its way. I'll let you know when it's there. I'll enter 500 right away. Thanks for the tip, Carlos.

Es gibt was neues. Hatte von den 1000 Euro 100 runtergespielt, und Samstag 200 zur Auszahlung. Heute kam Auszahlung genehmigt Karten Daten eingeben, und das Geld ist unterwegs. Wenn drauf ist melde ich mich . Werde gleich mal 500 eingeben. Danke für den Tip Carlos

The 200 euros have just been credited to my card. I now have 500 to withdraw.

Die 200 Euro sind gerade auf Karte eingegangen. Habe jetzt 500 zur Auszahlung

Those are some good news! Please keep me updated.

Dear snooky42857,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I now have 100;€ to withdraw, before 500 and 200 nothing happened

Habe jetzt 100;€ zur Auszahlung, vor bei 500 und 200 tat sich nichts

I have tried to contact the casino outside of the thread again, if there are any updates on your side, please let me know.

Thank you so much

Nothing has happened to me either

Bei mir hat sich auch noch nichts getan

Dear snooky42857,

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,

Martina Bennett