Spades Queen Casino - プレイヤーの撤退が遅れています。

Dear Casinoguru Team,

3.5 days ago, I requested a withdrawal of €3000. My account was verified with the support team within 30 minutes. However, the withdrawal is being withheld for unexplained reasons. The support team keeps giving the same excuses... first come, first served... and that they need more time. According to the website, withdrawals are processed within 24 hours. I also learned from support that the payment team operates 24/7. Since I am not making any progress here, I am seeking your assistance.

Liebes Casinoguru-Team,

ich habe vor 3,5 Tagen eine Auszahlung über 3000 € angefordert. Mein Account wurde in Zusammenarbeit mit dem Support innerhalb von 30 Minuten verifiziert. Die Auszahlung wird aus unerklärlichen Gründen zurückgehalten. Vom Support erhält man immer nur die Selben Ausreden… 1st come 1 served… und, dass sie mehr Zeit benötigen. Auf der Website steht, dass sie Auszahlungen innerhalb von 24 Stunden bearbeiten. Ebenfalls habe ich von Support erfahren, dass das Payment-Team 24/7 arbeitet. Da ich hier nicht weiter komme bitte ich um Hilfe.

Hello vidwalllucas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spades Queen Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

yes, my account is verified (approx. 1 hour after withdrawal request) The money was accumulated with a bonus. However, I did not violate any bonus conditions. The last time I wrote to live support was about 12 hours ago and asked when it would be processed. No meaningful answer, just that I have to be patient...

Hallo Nick,

ja mein Konto ist verifiziert (Ca. 1 Stunde nach Auszahlungsanfrage) Das Geld wurde mit einem Bonus angesammelt. Ich habe jedoch gegen keine Bonusbedingung verstoßen. Ich habe das letzte Mal vor ca. 12 Stunden mit dem Live Support geschrieben und gefragt wann es bearbeitet wird. Keine Aussagefähige Antwort, nur, dass ich mich gedulden muss…

Hello vidwalllucas,

As advised above, withdrawals make take up to 14 days so please let me know in case it would take longer. Until then, I can only recommend to wait.

Dear vidwalllucas,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.