Spinrollz Casino - プレイヤーが賞金を受け取れずにいます。

I've been waiting for my payout since June 19, 2025. I'm constantly being put off in live chat, told to be patient, etc.

Ich warte seit 19.06.2025 auf meine Auszahlung. Werde ständig im Live Chat vertröstet, ich soll noch Geduld haben etc.

Dear player,

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 the 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.

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.

Next Thursday it will be 14 days.

Then why do they advertise with "payouts within 3 - 5 days"

Kommenden Donnerstag sind es bereits 14 Tage.

Warum werben sie dann mit "Auszahlungen binnen 3 - 5 Tagen"

Hello,

Unfortunately, I still haven't received a payout. They just keep putting me off, saying, "I should be patient. My payout is a priority for the finance department," etc.

But unfortunately nothing is happening.

Hallo,

leider noch immer keine Auszahlung. Werden weiterhin nur vertröstet , "Ich soll Geduld haben. Meine Auszahlung hat bei der Finanzabteilung Priorität" etc. ...

Aber es tut sich leider gar nix.

Dear player,

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.

Hello,

Unfortunately, I still haven't received my money. I keep getting put off.

"I should be patient. My payout is a priority for the finance department," etc.

Hallo,

leider habe ich mein Geld immer noch nicht erhalten. Ich werde weiterhin immer nur vertröstet.

"Ich soll Geduld haben. Meine Auszahlung hat bei der Finanzabteilung Priorität" etc. ...

Dear player, 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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Yes, I have already made successful withdrawals.

My account has also been fully verified.

I send screenshots of the conversations, both in live chat and via email. It's always the same.

Ja ich habe schon erfolgreiche Abhebungen machen können.

Mein Konto wurde auch vollständig verifiziert.

Ich schicke Screenshots von den Unterhaltungen. Im Live Chat und auch per Mail. Es ist immer wieder dasselbe.

I have sent further screenshots to your email address

and I won without an active bonus

Habe weitere Screenshots an Ihre Mailadresse geschickt

und ich habe ohne aktiven Bonus gewonnen

Hello ?

Hallo ?

Hello,

I know there is still some time for an answer from you...

But can I still get help from you?

Hallo,

ich weiß es ist noch etwas Zeit bezüglich einer Antwort von Ihnen ...

Aber bekomm ich noch Hilfe von Ihnen?

Dear player, could you please let me know what personal details your casino account is registered with (such as full name, email, and country)?

Also, could you send me a screenshot showing the currently pending withdrawals in your account?

Hello, can I send you the data by email?

Hallo, kann ich ihnen die Daten auch per Mail schicken ?

I've sent all the necessary information to your email address, as well as screenshots of the pending withdrawals.

Habe alle benötigten Daten auf Ihre Mailadresse geschickt. Genauso auch die Screenshots der ausstehenden Abhebungen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Juli1990,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika