Spin Oasis Casino - 選手の退会が遅れました。

I have been waiting for my withdrawal and they just keep giving me the run around. They don't want to pay me.

Dear Oman81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal?

Looking forward to hearing from you.

Best regards,

Kristina

I put it in on November 1st 2022

So we are looking at 22 days now and still have not received my withdrawal, I think 3 weeks is plenty of time to send me a withdrawal. Some I've talked said I was still in the time frame and some said the opposite and say they will rush my payment but still no payment. They keep giving me the run around when I talk to someone if it's even a real person because they sound like bots they say the same exact thing every time. So far from my experience I wouldn't rate this casino very high at all, very low actually I would rate them.

Thank you for your reply, Oman81. Have you made any successful withdrawals before? Could you please advise if you have passed the verification? Have you accumulated your winnings with or without an active bonus?

Yes I did verification and yes I did win with a bonus but I also made a deposit. No I have not made a withdrawal before, this would be my first.

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The status still says pending which it has said that since day 1. They keep saying they are gonna push my request forward to the right department to get my withdrawal processed faster since it has been so long and keep apologizing that I haven't got it yet. They also say that they have a high number of withdrawals so it's taking longer to process them. They are a bunch of crooks is what it seams to me.

Thank you very much, Oman81, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Oman81

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Spin Oasis Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Spin Oasis Casino to join the conversation.

Dear Spin Oasis Casino

Can you please provide some information regarding the player's withdrawal delay?

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 Oman81,

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,

Michal