Doctor Spins Casino - プレイヤーの撤退が遅れています。

Good morning, I would like to file a formal complaint against Doctor Spin Casino. I requested a withdrawal of €100 on September 27, 2025, but after several days, the payment has still not been processed.

I've already submitted all the necessary documents for identity verification (KYC), which have been approved, but support continues to respond with vague messages or ignore my requests. This situation is causing me significant financial hardship, as I immediately need the money I've won.

I request your intervention to urge the casino to release my funds and complete the transfer immediately. Thank you for your assistance.

"Buongiorno, desidero presentare un reclamo formale contro il casinò Doctor Spin. Ho richiesto un prelievo di 100 euro in data 27 settembre 2025, ma dopo diversi giorni il pagamento non è ancora stato elaborato.

Ho già inviato tutti i documenti necessari per la verifica dell'identità (KYC), che risultano approvati, ma l'assistenza continua a rispondere con messaggi vaghi o a ignorare le mie richieste. Questa situazione mi sta creando un forte disagio economico, poiché ho bisogno immediato della somma che ho regolarmente vinto.

Chiedo il vostro intervento per sollecitare il casinò a sbloccare i miei fondi e a completare il trasferimento immediatamente. Grazie per il vostro aiuto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear SupernovaC80,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawal from Doctor Spins Casino.

In order for us to review your case properly, could you please clarify a few points first?

• When exactly was your KYC verification confirmed as successfully completed?
• Have you been informed of any additional checks or security reviews after the KYC approval?
• Did you accumulate these winnings with or without an active bonus at the time? If there was a bonus involved, please let us know which one.
• Have you received any emails or messages from the casino that might explain the delay (even partially)? If so, you can forward them to us here or directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. If we are to proceed with contacting the casino, we need to ensure we have a full overview of the situation.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning

I have attached screenshots to the email you provided me

KYC:

My account has already been successfully verified (as shown in the attached screenshots)

Bonus:

I confirm that I did not use any bonuses for these winnings. I played exclusively with real money. As an experienced and technical player, I avoid bonuses precisely because I have no restrictions on withdrawals.

Delays:

I didn't receive any valid explanation from the casino, just automatic responses. Since there's no bonus involved, there's no reason to delay the payment.

I look forward to hearing from you as I work through this situation.

Thank you very much, good work

Buongiorno

ho allegato screenshot all’e-mail che mi avete fornito

KYC:

Il mio account è già stato verificato con successo (come dimostrano gli screenshot allegati)

Bonus:

Confermo di non aver utilizzato alcun bonus per queste vincite. Ho giocato esclusivamente con saldo reale. Essendo un giocatore esperto e tecnico, evito i bonus proprio per non avere vincoli sui prelievi.

Ritardi:

Non ho ricevuto spiegazioni valide dal casinò, ma solo risposte automatiche. Non essendoci bonus di mezzo, non ci sono motivi per ritardare il pagamento.

Resto in attesa di un vostro aiuto per sbloccare la situazione.

Grazie mille buon lavoro

I would like to point out that the casino is called

Doctor Spins

I noticed that I made a mistake in writing the correct name in the first email

Good work

Tengo a precisare che il casinò si chiama

Dottor spins

ho notato che mi sono sbaglia scrivere nella prima email il nome corretto

buon lavoro

Dear SupernovaC80,

Thank you very much for the additional information and for clarifying the situation. I’m truly sorry to say that we will not be able to proceed further with this complaint.

Unfortunately, Doctor Spins Casino currently has 18 open complaints in our system that they have completely ignored, and they are operating under what we classify as a "No Reaction Policy" — meaning the operator does not cooperate with us or respond to any mediation attempts.

Because of this, there is sadly nothing more we can do from our side, as the casino is not willing to communicate with us at all. We will therefore have to mark this complaint as unresolved. I understand this is not the outcome you were hoping for, and I’m really sorry that we could not assist you more in this case.

If the situation changes in the future and the casino starts responding again, we would be happy to take another look.

I hope your situation improves and that you will be able to resolve this directly with the casino.

Thank you for your understanding.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru