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

Dear Sir or Madam, the issue is the following. According to information from needforspin support, you can withdraw €1500 per week (maximum 3 withdrawals of €500 each). That's not a problem for me in and of itself. However, only one withdrawal request is ever processed, i.e. I get €500 transferred to me every week and the other €1000 gets stuck in the loop again. With my winnings of around €6k, I have to wait forever until I get this amount paid out. When I asked support, they just said they have no influence on the withdrawals and that they are processed compulsorily. But if that were the case, then the finance department would see my three withdrawal requests every time and not just approve one. I was told that €1500 is paid out weekly and €10,000 monthly, but the actual withdrawal amount is significantly less. I think the casino itself is great, but it's depressing to be kept waiting and then only get the minimum amount weekly. I ask you, dear CasinoGuru team, to help me ensure that I either receive all of my winnings at once, or at least the amount specified by the casino, €1,500 per week. So far, I've received €1,000 in payouts (€500 each week, with a waiting period of seven days after the withdrawal request). Thank you.

Sehr geehrte Damen und Herren, es geht um folgendes. Laut Auskunft von needforspin Support kann man wöchentlich 1500€ (maximal 3 Auszahlungen á500€) auszahlen lassen. Ist ja an und für sich kein Problem für mich. Nur wird immer nur eine Auszahlungsanforderung bearbeitet, dh ich bekomme jede Woche 500€ überwiesen und die anderen 1000€ hängen wieder in der Schleife. Bei meiner gewonnen Summe von ~6k muss ich also ewig warten bis ich diese Summe dann ausbezahlt bekommen habe. Auf Anfrage beim Support sagt dieser nur er habe keinen Einfluss auf die Auszahlungen und diese werden obligatorisch abgearbeitet. Doch wenn dies so wäre dann würde ja die Finanzabteilung meine drei! Auszahlungsanforderungen jedes Mal sehen und nicht nur eine freigeben. Mir wurde gesagt dass 1500€ in der Woche und 10000€ monatlich ausbezahlt werden aber der tatsächliche Auszahlungsbetrag ist deutlich darunter. Ich finde das Casino an sich toll nur ist es deprimierend hingehalten zu werden und dann auch nur den mindest Betrag wöchentlich zu bekommen. Ich bitte Sie, liebes CasinoGuru Team mich dabei zu unterstützen dass entweder alles auf einmal ausbezahlt wird oder zumindest die wie vom Casino angegebene Summe von 1500€ die Woche. Hab bis jetzt 1000€ ausbezahlt bekommen (jede Woche 500€ mit einer Wartezeit von jeweils 7 Tagen nach Auszahlungsanforderung) Danke Lg

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.

I think you don't quite understand what I mean. However, I only receive €500 in payments per week, even though I request €1,500 (the maximum possible withdrawal per week). The casino's service center says they can only process one request at a time, even though I've submitted three requests of €500 each.

Ich denke Sie verstehen nicht ganz was ich meine. Ich bekomme die Zahlungen jedoch nur immer 500€ pro Woche obwohl ich 1500(max. mögliche Auszahlung pro Woche) wöchentlich beantrage. Das Service Center des Casinos sagt, es kann immer nur 1 Antrag bearbeitet werden selbst wenn ich 3 Anträge á500€ gestellt habe.

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.

Payments are always processed at some point. I only received one payment of €500 per week, even though I had €1,500 waiting in the queue. I've now lost my entire balance because it was sitting in my account forever. I think it's deliberately designed so that you lose everything again before they pay you out...

Die Zahlungen werden immer erst irgendwann bearbeitet. Bei mir wurde jede Woche nur eine Zahlung von 500€ überwiesen obwohl 1500€ in der Warteschlange hingen. Hab jetzt mein gesamtes Guthaben verspielt da dies ewig am Konto war, ich denke es ist bewusst so gesteuert dass man alles wieder verspielt bevor sie es auszahlen….

Dear player, just to make sure I understand correctly — do you currently have no pending withdrawals left in your account and no funds to withdraw anymore because you have lost your balance?

Dear player,

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,

Dominika

Casino.Guru