Spinpirate Casino - プレイヤーが賞金を受け取れずにいます。

Goodnight

I have all the KYC verified, I made a second deposit at that casino with a bonus balance and I successfully completed the entire wager, the casino says in an automatic message that it takes 2 to 3 business days for payment and there are already two weeks of waiting, online support he always says that they can't handle anything there and he tells me the email where I can ask for information, I already sent two emails, I never got a response, my username is paulosousa25

Boa noite

Tenho todo o KYC verificado, fiz um segundo depósito nesse casino com saldo bónus e completei com sucesso todo o wager, o casino diz em mensagem automática que demora 2 a 3 dias úteis o pagamento e já lá vão duas semanas de espera, o suporte online diz sempre o mesmo que lá não podem tratar nada sobre esse assunto e diz me qual o e-mail onde eu posso pedir informações, já enviei dois e-mails, nunca obtive resposta, o meu username é paulosousa25

Dear paulosousa25,

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 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,
Complaints Resolution Center

Dear paulosousa25,

Have you received your withdrawal from the casino yet?

No not yet

Não ainda não

Thank you for your reply, paulosousa25. Have you made any successful withdrawals before?

Could you 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.

No, I never made a withdrawal at that casino, I send emails to the financial department asking about the situation and I get no response.

Não, nunca fiz uma retiradas naquele cassino, eu envio e-mails ao departamento financeiro a perguntar da situação e não obtenho resposta.

Thank you very much, paulosousa25, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Spinpirate Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints, we keep on trying.

Hello there,

Thank you paulosousa25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinpirate Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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.

We are unable to verify if the casino operates with a license. According to the data on the website, it seems the Spinpirate Casino did have an Antillephone License in the past, but it's possible they do not have it anymore. Still, you may try and contact the Antillephone Gaming Authority at certria@gaminglicences.com or complaints@gaminglicences.com.

Please let me know if you need help with anything regarding the case or if casino will try to contact you (peter.c@casino.guru). I am sorry I could not be of more help.

Best regards,

Peter