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

The casino asked for my documents, in which i provided all. In chat they say that I have to email re: the payout but they don't respond to emails. So there is no way of communicating about receiving my payout because they won't address it in chat.

Dear jaimev33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Buffalo.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when you provided the documents and whether they were approved?
• Could you please share with me your attempts at communication with casino support regarding the verification of your account and your payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you. I submitted my documents on december 10th. they didn't approve them, they didnt respond at all. Will email you, thank you.

Thank you very much, jaimev33, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear jaimev33,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spin Buffalo Casino representative to join this conversation.

Dear Spin Buffalo Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear jaimev33,

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 valid 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,

Mirka