Starz Spins Casino - 決済が遅延しているとのクレームがあります。

Hello, I won about €3000 in the last 7 days, so I asked them to complete the verification process. In the chat, they just kept putting me off, saying that verification takes longer than 3 days and that their department is writing emails. Today, I got the same excuse. Currently, I only have €1000 left in my account. Are they intentionally letting me lose everything? Maybe it's too early to complain, but don't the operators have any obligations to the player? I paid for it and won, so what's the problem?

Hallo, seit 7 Tagen habe ca 3000€ gewonnen, nun gut. Habe wegen Verifizierung gebeten, das erledigen. Im Chat wurde nur vertröstet, da Verifizierung schon länger als 3 tage dauert, derer Abteilung mail schreibt. Heute die gleiche ausrede. Momentan, 1000€ noch auf Konto habe. Ist denen Absicht, das alles verliere? Mag sein das vielleicht zu früh ist mit dieser Beschwerde, haben die Betreiber keine Verpflichtungen gegenüber dem Spieler? Man hat dafür bezahlt, und gewonnen, wo nun das Problem?

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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.

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Dear Ici77,

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

Thank you for your feedback. I understand your internal waiting period.

However, I would like to point out that the operator has been withholding my winnings for over 7 days now, without any specific reason or binding timeframe, even though the verification documents have been submitted in full.

From the perspective of contract and consumer protection law, an unjustified or non-transparent delay in payment constitutes a breach of duty by the operator (good faith, timely fulfillment of the contract).

I therefore request that you document this circumstance now, as it is no longer within the usual KYC processing time.

vielen Dank für Ihre Rückmeldung. Ich verstehe Ihre interne Wartefrist.

Allerdings möchte ich darauf hinweisen, dass der Betreiber meine Gewinne nun seit über 7 Tagen zurückhält, ohne konkrete Begründung oder verbindlichen Zeitrahmen, obwohl die Verifizierungsunterlagen vollständig eingereicht wurden.

Aus Sicht des Vertrags- und Verbraucherschutzrechts stellt eine unbegründete bzw. intransparente Verzögerung der Auszahlung eine Pflichtverletzung des Betreibers dar (Treu und Glauben, zeitnahe Vertragserfüllung).

Ich ersuche Sie daher, diesen Umstand bereits jetzt zu dokumentieren, da es sich nicht mehr um eine übliche KYC-Bearbeitungsdauer handelt.

However, I would like to add that StarzSpins and BlazeSpins are operated under the same license holder and both platforms exhibit identical behavior in connection with KYC verification.

I've been waiting for over a month for the KYC verification process at BlazeSpins to be completed, even though all documents were submitted in full. I haven't received any approval, rejection, or requests for further information, nor have I been given a firm timeframe.

StarzSpins is now repeating this same pattern. Their support refers exclusively to email communication, but emails remain unanswered.

In my view, this suggests a systematic pattern across multiple brands belonging to the same license holder. The delay with StarzSpins therefore does not appear to be an isolated incident, but rather a continuation or circumvention of an already existing, unusually long KYC delay, as has been documented with BlazeSpins for over a month.

I therefore request that you take this connection into account and document it now, as in my view this is no longer a usual or reasonable KYC processing time.

Ich möchte jedoch ergänzend darauf hinweisen, dass StarzSpins und BlazeSpins unter demselben Lizenzinhaber betrieben werden und sich bei beiden Plattformen ein identisches Verhalten im Zusammenhang mit der KYC-Verifizierung zeigt.

Bei BlazeSpins warte ich bereits seit über einem Monat auf den Abschluss der KYC-Verifizierung, obwohl alle Unterlagen vollständig eingereicht wurden. Es erfolgte weder eine Freigabe noch eine Ablehnung oder Nachforderung, ebenso wenig ein verbindlicher Zeitrahmen.

Bei StarzSpins wiederholt sich dieses Vorgehen nun in gleicher Weise. Der Support verweist ausschließlich auf E-Mail-Kommunikation, E-Mails bleiben jedoch unbeantwortet.

Aus meiner Sicht deutet dies auf ein systematisches Muster über mehrere Marken desselben Lizenzinhabers hin. Die Verzögerung bei StarzSpins erscheint daher nicht als isolierter Einzelfall, sondern als Fortsetzung bzw. Umgehung einer bereits bestehenden, ungewöhnlich langen KYC-Verzögerung, wie sie bei BlazeSpins seit über einem Monat dokumentiert ist.

Ich ersuche Sie daher, diesen Zusammenhang bereits jetzt zu berücksichtigen und zu dokumentieren, da es sich aus meiner Sicht nicht mehr um eine übliche oder angemessene KYC-Bearbeitungsdauer handelt.

I received the last email from starzspins.com on December 18, 2025. And today, the same reply!

Am 18.12.2025 die letzte Mail von starzspins.com bekommen. Und heute, die gleiche antwort!

Dear Ici77,

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, wait until tomorrow.

Hallo, warte bis morgen ab.

Hello, the day before yesterday I was asked for my account number, but yesterday and today I haven't received an answer as to whether verification has been completed.

Hallo, vorgestern wurde zwar nach der Kontonummer gefragt, gestern und heute ob Verifizierung schon durch wäre, keine Antwort bekommen habe.

Dear Ici77, 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 send a screenshot of your pending withdrawal and account balance?
• Have you made any successful withdrawals before?

Thank you very much in advance for your reply.

Hello, no. I was just given the runaround regarding verification. There's only €500 left in my player account now.

Hallo, nein. Wurde nur hingehalten mit der Verifizierung. Mittlerweile sind nur noch 500€ auf dem spielerkonto.

Dear Ici77, thank you very much for providing the information.

I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

To better understand your current situation, could you please confirm the following details?

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Thank you once again for your patience and cooperation

Best regards,

Attila G.

Hello, I deliberately played until I lost everything. On Trustpilot, there are 7 negative reviews within a month, not a single positive one. The strange thing is, they all had the same experience as me. They deposited money, and after winning, they delayed verification.

Hallo, habe absichtlich bis auf null gespielt. Auf trustpilot innerhalb einem Monat 7 Negative Bewertungen, keine einzige positive. Das komische, alle die gleiche Erfahrung wie ich gemacht haben. Haben eingezahlt, nach Gewinn haben Verifizierung hinausgezögert.

Dear Ici77, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.