Spinrollz Casino - 当該プレイヤーは出金が遅れていると考えています。

I played normally, then at some point won over €3000 and tried to withdraw it. Initially, my withdrawals were canceled twice. And now nothing is happening at all. I'll attach files shortly that show that even the chat support is just placating and stalling.

Ich habe ganz normal gespielt habe dann irgendwann über 3000 € gewonnen und habe versucht diese auszuzahlen. Am Anfang wurden meine Abhebungen zweimal storniert. Und jetzt passiert gar nichts. Ich füge gleich noch Dateien mit dazu die zeigen dass auch der Chat nur beschwichtigt und hinhält.

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 Xooo,

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

Every day, two inquiries are made to Spinrollz's live chat. They're always about website visits, and the answers are always the same.

Jeden Tag zwei Anfragen an den Live Chat von Spinrollz. Immer wieder nur Besichtigungen, immer wieder die selben statischen Antworten.

Hello, could you please give me some advice on how to proceed? So far, only €300 has been paid out, and even that hasn't arrived in my account after three days. €800 has been processed for over a week, and there's well over €5,000 extra in the account.

Hallo, könnt ihr mir bitte noch einen Ratschlag geben wie ich mich verhalten soll bis jetzt sind nur 300 € ausgezahlt und auch diese sind nach nun drei Tagen nicht auf meinem Konto angekommen. 800 € sind seit über einer Woche in Bearbeitung und weit über 5000 € sind zusätzlich auf dem Konto.

Dear Xooo,

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.

No, I haven't received any money whatsoever. Zero, nothing at all. Just repeated site visits and content creation.

Please, I need my money.

Nein, ich habe keinerlei Geld erhalten. Null nix gar nix. Immer wieder nur Besichtigungen und Inhaltetechnik.

Bitte ich brauche mein Geld

The 300 are still not here!!

See 5.2.

Die 300 sind immer noch nicht da!!

Sie 5.2.

Dear Xooo, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I didn't want to be asked for verification.

No bonus and casino games

Ich wollte nicht um eine Verifizierung gebeten

Ohne Bonus und Casinospiele

Dear Xooo,

Thank you for your reply. I still need to clarify a few points:

1. Have you completed KYC verification?
2. What is the exact current status of your withdrawals? Please provide a screenshot of your withdrawal history.
3. Was the €300 marked as "completed" in your account? If yes, please share a screenshot.
4. Is there currently an active withdrawal request? If so, for how much and since when?

These details are necessary for us to properly assess the situation.

Karla

There is no KYC verification request on file. I sent my ID via email.

300 euros have allegedly been transferred.

The money never arrived.

I sent you everything by email.

800 are being processed

Es liegt keine Anfrage zur KYC Verifizierung vor. Habe Ausweis per Email geschickt.

300 Euro sind angeblich überwiesen.

Geld ist aber nie angekommen

hab dir alles per Email geschickt

800 sind in Bearbeitung

Dear Xooo,

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, Munya munya.s@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,

Karla Mayfly

Dear Xooo,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinrollz Casino to join this conversation and assist in addressing the complaint.

Dear Spinrollz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Xooo,

Thank you for reaching out to us.

We would kindly like to inform you that your last withdrawal request was successfully complete on the 09.02.26.

Please be informed that at the moment there are no pending withdrawal requests on your account.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Spinrollz Casino Team

Dear Spinrollz Casino,

Thank you for your response. Unfortunately, the player has indicated that they have not yet received the funds. Could you please confirm the RRN Number provided to the player, as they are currently unable to track the transaction? Additionally, if possible, I would greatly appreciate it if you could share proof of payment with me, either in this thread or via email. This information will assist me in effectively addressing this case.

Dear Xooo,

Could you please clarify the details regarding the bank statement? I am unsure whose bank statement was shared. Additionally, may I inquire about the status of the withdrawal request in your player account?

Regards,

Dear Xooo,

Thank you for your reply and clarification.

We requested the ARN code of your missing withdrawal and will send it to you as soon as possible.

Thank you for your understanding.

Kind regards,

Spinrollz Team

Dear Spinrollz Casino,

I kindly request your urgent attention to this matter and look forward to your prompt communication to the player. Given that this matter has been ongoing for some time, I would greatly appreciate a clear timeline for its resolution.

Dear Xooo,

Following up on the recent communication from the casino, I kindly request that you update me when you receive the tracking number and/or payment.

Best regards,

Still no RRN received!!

Weiterhin keine RRN erhalten!!

Dear Spinrollz Casino,

May you kindly provide an update on the matter.

Regards

Dear Xooo,

Thank you for your patience.

We would kindly like to ask you to check your emails where we provided you with the ARN code of the transaction.

We hope this helps to clarify the case.

Kind regards,

Spinrollz Team

Xooo,

I hope this message finds you well. Please let me know if you are facing any difficulties using the shared number to track the transaction.

Spinrollz Casino

I would greatly appreciate it if you could email me or respond in this thread with the proof of payment. This will assist the player in effectively tracking where the payment may be stalled.

I'm sorry, what kind of number is that? Is there any way to search for the number online? I don't know. I've never had an ARN number before. What am I supposed to do with it?

Es tut mir leid was soll das für eine Nummer sein? Gibt’s irgendwo ne Möglichkeit nach der Nummer im Internet zu suchen ich weiß es nicht. Ich habe eine A RN Nummer noch nie gehabt. Was soll ich damit machen

Spinrollz Casino

I would greatly appreciate your assistance in guiding the player on how to effectively track their payment using the ARN number provided.

I'm happy to do it, but what am I supposed to do with this number? What am I supposed to do with it? How can this number help me? I don't know. The number means nothing to me, and it means nothing to my bank either.

Ich bin gern dazu bereit aber was mache ich mit dieser Nummer? Was soll ich damit tun? Was hilft die Nummer mir? Ich weiß es nicht. Die Nummer sagt mir nichts und meiner Bank auch nicht.

Dear Xooo,

Thank you for your reply.

Please contact your bank or payment provider and provide him with the ARN code in order to locate your payment.

Thank you for your understanding.

Kind regards,

Spinrollz Casino team

I was at the bank yesterday. They can't help.

I'm tired of constantly checking their incorrect submissions.

It's about time she showed me her bank statements.

Ich war gestern auf der Bank. Sie können nicht helfen.

Ich bin es Leid ständig ihren falschen Abgaben zu überprüfen

es wäre an der Zeit dass sie mir ihre Konto Auszüge zu zeigen

Spinrollz Casino

I reiterate that I would greatly appreciate it if you could email me or respond in this thread with the proof of payment/processing of the funds. This will assist the player in effectively tracking where the payment may be stalled.

Regards

Dear Munya,

thank you for your reply.

We would kindly like to ask you to check your emails where we send you the proof of payment.

We hope this helps to clarify the case.

Thank you for your cooperation.

Kind regards,

Spinrollz Team

Xooo

I wanted to inform you that I have indeed received an email from the casino, which included screenshots that they claim serve as proof of having cleared your transaction. I have reached out for further clarification regarding certain aspects of the screenshots that are unclear to me, and I will update you as soon as I receive a response.

In the meantime, could you please share a screenshot of your player account balance, along with your withdrawal requests? You may share this information in this thread or via email. I want to reassure you that I am committed to resolving this issue to the best of my ability.

Best regards

Please show me the screenshot.

Zeigen Sie mir bitte den Screenshot

Hello, thank you for your efforts. My concern is really just about this one transaction. It's been missing for a month, and I simply want to know what happened to it. I've come to believe it's a scam website and have reversed my other transactions. So far, I'm convinced it is.

It really can't be that difficult to provide proof of where the €300 were transferred and when everything was finished.

Hallo, danke für deine Bemühungen. Es geht mir eigentlich schon allein um diese eine Transaktion. Seit einem Monat ist diese Transaktion nicht auffindbar und ich möchte einfach nur wissen, was damit passiert ist. Ich war inzwischen davon ausgegangen, dass es sich hier um eine Betrüger Webseite handelt und habe dir anderen Transaktionen zurückgenommen. Bis jetzt bin ich der Meinung, dass es sich um eine Betrüger Webseite handelt.

Es kann doch wirklich nicht so schwer sein, ein Nachweis zu erbringen wohin die 300 € überwiesen worden und wann fertig alles

Dear Xooo,

I truly empathize with your concerns, and I want to reassure you that I am committed to resolving this matter to the best of my ability. However, as I mentioned earlier, could you kindly provide (via email or in this thread) a screenshot of your player account balance along with your withdrawal requests? This information will assist me in addressing your situation more effectively.

Best regards

Dear Xooo,

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 sent you an email

Ich habe dir eine Email geschickt

Where is this email?

wo ist diese Email?

Xooo

Thank you for reaching out. I appreciate your message; however, it appears that I have not yet received any emails from you. If you could kindly resend the email and include a screenshot of your player account balance along with your withdrawal requests, as I previously requested, I would greatly appreciate it. Thank you for your understanding.

Which email did you receive confirming the transfer of €300? Could you please forward this email to me?

Welche Email haben Sie erhalten, woraus hervorgeht, dass die 300 € überwiesen wurden? Können Sie mir diese E-Mail bitte zukommen lassen

Karla...ino.guru???

I sent it to you yesterday

20:31

karla…..ino.guru ???

habe ich dir gestern zugeschickt

20:31

Dear Xooo

Unfortunately, I am not able to do that at this moment. To facilitate the resolution of this matter, please kindly respond to my request for a screenshot of your player account balance along with your withdrawal requests.

Regards

Xooo

Kindly forward the email to munya.s@casino.guru. Thank you in advance.

I sent an email explaining my position. I'm waiting for their reply.

Email geschrieben mit Erklärung. Warte auf ihre Antwort

Xooo

I am eagerly anticipating the information I have requested from you. Your cooperation is greatly appreciated.

Dear Xooo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Munya
Casino.Guru