HellSpin Casino - 選手の退会が遅れました。

I used to think that this is a very good casino, because the withdrawal is very fast, the longest does not exceed 1 day, sometimes even within 1 hour, I have made dozens of withdrawals. However, I received an email on November 25th that the withdrawal time will be extended due to too many withdrawals. As of today, it's been over 10 days and my withdrawal is still being processed. I communicated with the customer service staff through emails and online, and the responses I got were waiting and sorry, but there was still no progress. I was panicking and worried that something was wrong with this casino.

Dear marning,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

OK, I will continue to wait. It's just that the previous withdrawals were very smooth, but this time it is very strange. I'll come back with an update in a few days.

Thanks

Have a nice day

Hello marning,

Have there been any developments since our last conversation, please? 

Hello, thank you for your concern. Unfortunately, I still haven't received the withdrawal and am still waiting. I'm guessing that because of the World Cup, there are other sports-focused casinos on this site. I feel like there are so many people betting on football. But more than 14 days is too long, the previous withdrawal did not exceed 1 day. Hope it can be resolved smoothly. thank you very much.

Thank you very much, marning, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, I have successfully withdrawn money today and have received it. thank you for the help. The overall feel of the casino is ok, this has never happened to me, probably because of the World Cup.

Dear marning,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan