Spinscastle Casino - プレイヤーの撤退が遅れています。

Waited over a month, chatbot says the same thing every time, dealing with a high volume of withdrawals.

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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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I haven't successfully withdrawn before, have passed kyc and didn't play with a bonus, it was a 15 euro deposit for a casino sign-up offer where I was supposed to get money back for signing up, depositing and wagering my deposit (didn't get paid for that either.)

Regards

Jake

Dear Baldone,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Baldone,

My name is Karla and I will be assisting you with your case. Thank you very much for your patience so far.

Since Casino Guru does not have a direct communication channel with Spinscastle Casino, I will now contact the casino through their available support and invite their representative to join this complaint thread. This will allow us to discuss your situation openly and hopefully move things forward as soon as possible.

I will keep you updated as soon as I receive any response from the casino.

Thank you again for your cooperation and understanding.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a verifiable 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,

Karla Mayfly