Spin Oasis Casino - 選手の退会が遅れました。

I am still waiting 6 weeks later for a withdrawal on the 30/07 $2150 & one from 08/08 $900

i deposited over $1000 of my own money & had a previous withdrawal processed before this.

only this time my withdrawals have not even began cross check process which states 3-5 days. I have been getting told for over 3 weeks now that it’s been escalated and flagged and marked urgent, just the same generic response from live chat & no actual answers or anything actually being done.

Dear bella10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. When exactly did you make your last successful withdrawal? Approximately how many days did it take? Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hello & thank you for your reply, My last & first successful withdrawal was in July, 1 week before This current 1st pending withdrawal it took just over 2 weeks from cross reference check to being in my account.. A lot of it is from depositing my own money & I was well within the bonus & wager requirements.

i have passed the KYC verification.

thank you for your time

Thank you very much for your reply, bella10. Do I understand correctly that you have accumulated your winnings with a bonus?

Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

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.

Thanks for your reply,

i did use a bonus for the winnings but it was only used within the max amount of times As well as there being no max amount cash out so no issue on withdrawal amount, the % bonus should just be taken from the amounr before being processed just as it was with my first withdrawal using similar bonus. & I have made many deposits so That was also not an issue, I checked all the rules & regulations on bonus & withdrawal etc & there’s no issue there.

I have also used the same withdraw method payment by wire transfer & checked over thoroughly & provided all the same & correct details.

Both the withdrawals I am waiting on have not even been looked at for cross reference which should in fact take less than the 3-5 days they state on their website as that’s for the initial first withdrawal & after that I was informed it be a quicker process.

I no longer get any replies to my emails as of almost 2 weeks ago & all I get is the same response over and over in live chat 😞

I’ve been guaranteed this money time and time again & im now relying on it more than I ever imagined.

any help or assistance would be so greatly appreciated.

thank you

Thank you very much bella10 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you, I’ll wait patiently for a reply.

jade

Dear bella10,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spin Oasis Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Spin Oasis Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Štefan

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’.

Dear bella10,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Stefan

Dear bella10,

I am reopening this case as I was contacted by the casino that you have been paid by a wire transfer. Could you please confirm that you have received the payment?

I am looking forward to your response.

Kind Regard,

Stefan

Dear bella10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear bella10,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan