Spinfest Casino - プレイヤーの賞金はまだ支払われていません。

I won 25 000€ approx almost 2 weeks ago, and submitted my withdrawal attemptms on 24.01.2026.

Since then, nothing has happened nor have I received my money.

To my shock, today when I tried to login, the casinos front page said that their operations have seized. This leaves my 25 000€ missing, and not paid. Please I need help to recover my winnings.

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Dear Ohjj,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I have had one two successful withdrawals of 500€ before, and now the next ones werent processed for a week.

And now yesterday the casino sites are closed, yet the other company casinos are open.

The winnings were won without an active bonus

They didnt ask me for any documents at any time, they just told me the withdrawals may be slow during internal checks. But nothing was brought up to me.

The weirdest part is, that now that I have been trying to desperately contact them through their email, I got the weirdest response:

We are still actively open, and your funds are safe.

Even though everyone can see their site is closed.

Please help.

Thank you very much for your reply, Ohjj. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hey Kristina! I sent you loads of screenshots straight to your email.

The situation right now is, that they accepted my pending withdrawals of 1500€, now saying that everything is fine and you can make a new withdrawal. Nobody is admitting that the casino is really even closed, and my outstanding balance is 25 000€.

As I have been trying them to talk about the real "elephant in the room", they just have been telling me that my matter is being reviewed, and the casino will be in contact about the closing and the balace withdrawal. Now its the fifth workday, friday.

Thanks in advance.

Dear Ohjj,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Ohjj,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Spinfest Casino to join the conversation.

Dear Spinfest Casino,

I'm contacting you on behalf of your customer concerning the delays in their withdrawal, which have not yet been sufficiently resolved by your team.

While I recognize that your casino may have halted its operations, it is anticipated that any prior legitimate winnings should be paid out.

Could you please clarify why the player has not received their winnings? What steps can be taken to rectify this situation, and when can the player expect to receive their funds?

If there are any factors affecting this matter that cannot be disclosed publicly, please do not hesitate to communicate them directly with me at michal.k@casino.guru

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 Ohjj,

Please note that your account was under verification review.

As there are no active withdrawals pending at this time, you are welcome to initiate a new request at your earliest convenience.

Kind regards,

Spinfest Casino Team

No, this is not true. My account was verified today, and you promised to pay out the outstanding balance of 25 000€ yourself to me, since your website / casino is closed.

Why are you telling me again to make a request, since your casino is not accessible.

I have multiple screenshots of you promising to send me the money INSTANTLY after the verification process, and now you are playing stupid again.

Dear Spinfest Casino Team,

Thank you for your reply. Could you kindly clarify the process for a player to submit a withdrawal request when your casino is not operational, and they are unable to access their account?

Additionally, could you please explain why the player's winnings were not manually disbursed by your team already?

Dear all,

The relevant department is evaluating the request. We’ll notify you immediately once there's an update.

Kind regards,

Spinfest Casino Team

Dear Spinfest. Appreciate the answer.

Could you enlighten me and Casinoguru, that what are we waiting for or reviewing?

Here is the screenshot of the promise make weeks ago, that the balance would be paid out after verification.

Dear Spinfest Casino Team,

We look forward to receiving a timely update from you regarding this matter.

Dear Casino Guru,

We have processed your withdrawal request and will notify you as soon as the transaction is completed.

Kind Regards,

Spinfest Team

I expect I will receive the money at latest by the end of the week, since I delivered the requested bank credentials 4 days ago, after you asked for them.

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 Casino Guru,

We are pleased to inform you that withdrawal requests have been updated: some are now fully completed, while the remainder have been successfully processed.

Please note that funds typically take 3 to 5 business days to appear on players account, depending on bank’s processing times and the payment method used.

Kind Regards,

Spinfest Casino Team

Hello, I receive a notification of every accepted withdrawal, and today I have received only 3.

Why this isnt done in one transaction as promised, or all of them processed at one time?

Dear Ohjj,

We would like to kindly inform you that the manual witdhrawal requests are scheduled in the amount of 1500 EUR each and are completed gradually, one request per day.

Thank you for your patience and understanding.

Best regards,

Spinfest Team

Dear Ohjj,

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 am getting withdrawals day by day, waiting for all of then to be completed.

Dear Ohjj,

Thank you for the update. Could you please let me know what amount is still outstanding?

I received all. I advise everyone to stay far from Novaforge held casinos.

unethical people, who will pretend stupid for months before you can get your money.

Great news, Ohjj!

I am glad that our involvement played an important role in resolving this matter, and you have now received all your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

It is certainly fully at your own discretion which casinos you will decide to play in moving forward. I just gently advise that you review the ratings and reviews of each casino prior to signing up and choose the ones with a reputable official license and a solid track record of successful payouts.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. . An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru