Spinnalot Casino - 選手の退会が遅れました。

Account verification completed: 21.2.2023 (6 days ago).

First withdrawal done: 21.2.2023 (6 days ago).

On Spinnalot website it states clearly that there is 24 hour pending time and "then sent the next available business day". After 6 days still not processed.

Contacted customer service via chat last week (3 days ago after 3 days of waiting for the process to begin) and they said that my question will be forwarded to payments department. I have not received any contact from payment department or any other customer service reply.

So there is no way to get any contact with payments department, withdrawal process is 5 days latenand counting and as I did a second withdrawal on Saturday (2 days ago) the same thing with that. Nothing has happened.

Total amount I am waiting to receive is 1600 euros.

I have not played with any bonus and I have wagered the deposit minimum six times as requested. Also played only one slot with less than 5EUR bet so there should be nothing strange on my part.

Dear Dmndmn,

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,

Kristina

Finally received the money but as I tried to login to my account it stated that my account has been permanently closed. Customer service could not tell the reason but closing done by "management decision and it is final"

I had not gambled much, never used bonus money or any shady gambling. Everything according their rules. Account was fully verified. Deposited once and withdrawal once. Obviously they don't want people to win on their site too much? Exactly same thing happened on their sister casino Omnislots. Delayed payment and then closed the account without any reason.

Thank you for your reply, Dmndmn. I’m sorry to hear about the blocked account, however, I would like to emphasize that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you. 

Payments received but got banned without reason. Very poor casino, do not recommend.

Dear Dmndmn,

Since we do not investigate further blocked accounts that do not have any remaining balance and the main issue of this complaint - delayed payment, has been resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru