Spinpirate Casino - 選手の退会が遅れました。

Hello dear Casinoguru team,

I played with a deposit bonus and won and after wagering I cashed in the balance.

I deposited €150 and did not bet over €5 max bet rule.

Unfortunately I can not check in my profile when I requested the payment exactly because it is not displayed in the profile and in the history, and the agent in the live chat could not give me the information because he has no authorization for it. My first withdrawal of €495 was approved and according to casino historie on 2023-03-10 12:57:14 withdraw | noda 495.00 sent. but i have not received the credit until today according to the bank transaction it should take a maximum of 5 days unfortunately the 5 days are exceeded and i have not received the credit yet.

You have to keep in mind that before my transaction of 495€ will be sent, it is still in a pending status and it took about 5 working days to be approved. So I can't say exactly when I applied for my first payout of €495 and check when I applied for it, unfortunately I can't look at the game history either because it can't be opened. I've already tried it and deleted my cookies and cache and I've logged in and out multiple times, to no avail. The approximate period for applying for a credit of €495 was from 02/27/2023 to 03/03/2023

approval on 2023-03-10 12:57:14 withdraw | noda 495.00 the live chat (agent) could tell me this.

I'm worried about my winnings and the money sent that hasn't arrived yet

I would be willing to send you my bank statement so that I can prove that no money of 495€ has arrived.

I ask for their help, cooperation and thank them sincerely

Kind regards and have a nice weekend

thomas h

Hallo guten Tag liebes Casinoguru Team,

Ich habe mit einem Einzahlbonus gespielt und gewonnen und nach dem Umsetzen habe ich das Guthaben zu Kasse gebracht.

Ich habe 150€ eingezahlt und nicht über 5€ max bet regel gewettet.

Leider kann ich in meinem Profile nicht nachschauen wann ich die auszahlung ganz genau beantragt habe weil dies nicht angezeigt wird im Profile und in der Hystorie , und der Agent im Live chat konnte mir die auskunft nicht geben weil er keine autorisierung dafür hat . Meine erste auszahlung in höhe von 495€ wurde genehmig und laut casino hystorie am 2023-03-10 12:57:14 withdraw | noda 495.00 gesendet. aber ich habe bis heute das Guthaben nicht erhalten laut banktransaktion drüfte es maximal 5 tage dauern leider werden die 5 tage überschritten und das guthaben habe ich noch nicht erhalten.

Man muss bedenken das bevor meine transaktion in höhe von 495€ gesendet wird ist diese noch in einem pending status und diese hat ungefähr auch 5 werktage gedauert bis diese genehmigt wurden ist. daher kann ich nicht ganz genau nennen und nachschauen wann meine 1. Auszahlung in höhe von 495€ ich zur auszahlung beantragt habe, leider kann ich auch keine Spielhystorie anschauen da sich das nicht öffnen lässt ich habe es schon versucht und meine cookies und chache gelöscht und mich mehrmals eingeloggt und ausgeloggt, leider ohne erfolg. Ungefährer zeitraum der beantragung vom guthaben in höhe von 495€ war am 27.02.2023 bis 03.03.2023

genehigung am 2023-03-10 12:57:14 withdraw | noda 495.00 dies konnter mir der livechat (agent) sagen.

Ich mache mir sorgen um mein Gewinn und um das gesendete Geld das noch nicht angekommen ist,

Ich wäre bereit meine Kontoauszug der Bank ihnen zu zu senden damit ich beweißen kann das kein Geld in höhe von 495€ angekommen ist.

Ich bitte um ihre Hilfe, Mitarbeit und danke ihnen herzlich

Mit freundlichen Grüßen und ein schönes Wochenende

Thomas h.

Dear thomash95,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello dear Casino Guru team,

it is correct my payout was requested from approx. 27.02.2023 to 03.03.2023 I cannot see the exact date and the agent could not tell me this information because he is not authorized to do so,

the 1st payment of this prize amounting to 495€ was sent to my bank account on 10-03-2023,

unfortunately no credit came to my bank account today, 19-03-2023 (6 working days).

According to the terms and conditions, the payment will be checked and approved within 1-2 working days. Unfortunately, the total was overdrawn and the money sent should also come within 2-3 working days. this was not the case either.

KYC is complete with me, the payout was also approved, I received an e-mail that my money was being sent, but this was 9 days ago and unfortunately I have not received any credit until today.

I can provide bank statements without any problems

Thank you very much for your help and cooperation, best regards

Thomas H*******

Hallo guten tag liebes Casino Guru Team,

es ist richtig meine Auszahlung wurde ca. vom 27.02-2023 bis zum 03-03-2023 beantrag genaus datum kann ich nicht einsehend und der Agent konnte mir diese Information nicht sagen weil er keine Berechtigung dafür hat,

gesendet wurde die 1. Auszahlung von diesem Gewinn in höhe von 495€ am 10-03-2023 an mein Bank Account,

leider kam die heute dem 19-03-2023 (6Werktage) kein Guthaben auf mein Bankkonto.

Laut AGB werden die Auuzahlung innerhalb 1-2 Werktage geprüft und genehmigt leider wurde das Total überzogen und das gesendete geld sollte auch innerhalb zwischen 2-3 Werktage kommen. dies war auch nicht der fall.

KYC ist bei mir Vollständig die Auszahlung wurde auch genehmigt ich habe eine E-mail bekommen das mein Geld gesendet wird dies war aber vor 9 Tagen und leider habe ich bis heute noch kein Guthaben erhalten.

Kontoauszüge kann ich zur verfügen stellen ohne Probleme

Danke sehr für ihre hilfe und Mitarbeit mit freundlichen Grüßen

Thomas H*******

Dear thomash95,

We would like to apologise for the inconvenience caused by the ongoing issue with NodaPay. It has turned out to be a bigger problem than initially anticipated. However, we want to assure you that our team is working hard to resolve all outstanding and missing payouts, and we expect to have all issues resolved by the end of this week.

We understand that this delay may have caused frustration and inconvenience to you, and for that, we offer our sincere apologies. To show our appreciation for your patience during this time, we are working on a small gesture that will be added to your accounts next week. You will receive an email about this shortly.

We want to emphasise that all cashouts will be processed, and we are doing everything we can to ensure that this happens as soon as possible. Once again, we apologise for the inconvenience caused and appreciate your understanding.

Thank you for your continued support.

Best regards,

Spinpirate

Thank you, Spinpirate Casino team, for the update.

Dear thomash95,

I will check back with you at the beginning of next week. Hopefully, all this will be resolved by then. Thank you once again for your patience.

Thank you very much no problem hello to you

Danke sehr kein Problem guten tag ihnen

Dear thomash95,

We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.

As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.

Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.

Best regards,

Spinpirate

hello good day thanks, what do you mean by goodie? I have real money in my account please do not give me any free spins or credit on it so that it is not linked again under an extra bonus/ max cashout or other conditions!

Thank you Best regards

thomas h

Hallo guten tag danke , was meinen sie mit Goodie ? ich habe Echtgeld auf meinem konto bitte geben sie mir keine freispiele oder ein guthaben drauf damit es nicht wieder unter einem extra bonus/ max cashout oder andere bedingungen verknüpft ist!

danke mit freundlichen grüßen

Thomas h.

Dear thomash95,

We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.

We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.

However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..

As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.

Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.

Thank you for your continued support and understanding.

Sincerely,

Scatterhall / Spinpirate

Dear thomash95,

Could you please advise if the payment was processed already? Thank you.

hello good day everyone,

I would like to inform you that my first payment of €495 has the status: Transit.

The first payout has not been in my account for over 1 month

My 2nd payout of €486 was approved and the status is OK.

For the 2nd payment I received an email that it will take 2-3 working days for it to reach my account.

For the first payout I got an email at the time that it will take 2-3 days.

I'm just surprised that it's still in transit

the 3 . I have just requested a payout of €486 again.

Thank you very much and many greetings I will contact you immediately when I receive the money

I wish you a good day

Best regards

thomas h

Hallo Guten Tag an alle ,

Ich möchte ihnen Mitteilen das meine 1. Auszahlung in höhe von 495€ den Status: Transit hat.

Die erste auszahlung ist seit über 1 monat noch nicht auf mein Konto eingegangen

Meine 2. Auszahlung in Höhe von 486€ wurde genehmigt und es steht ein OK als Status daran.

Für die 2. Auszahlung habe ich eine Email bekommen das es 2-3 werktage dauert bis dieses auf mein Konto ankommt.

Für die erste auszahlung habe ich damals auch eine Email bekommen das es 2-3 Tage dauern wird.

Ich wunder mich nur das es immer noch auf der durchreise ist /Transit

die 3 . Auszahlung habe ich jetzt gerade beantragt in Höhe von 486€ nocheinmal.

Danke sehr und viele grüße bei Geld Eingang werde ich mich sofort melden

Ich wünsche euch einen guten Tag ,

Mit freundlichen Grüßen

Thomas h.

Perfect. Thank you, thomash95, for the update. I will be waiting for the good news patiently.

Hello, no, unfortunately, no money has arrived. I would be happy to send you a bank statement from my account if you need it! The first payout is still in TRANSIT, the second payout is OK and the third payout is Pending.

Dear Spinpirate Casino, can you explain why the credit hasn't arrived in my account yet? According to your email it takes 2-3 working days but the whole week is over now!

Thank you very much. Have a good evening. I wish you a good weekend

Kind regards, Thomas h.

Hallo nein leider ist kein Geld angekommen gerne sende ich ihnen einen Kontoauszug von meinem Konto wenn sie das brauchen ! Die erste auszahlung ist immer noch in TRANSIT die zweite auszahlung ist OK und die dritte auszahlung ist Pending .

Liebes Spinpirate Casino können sie das erklären warum das Guthaben noch nicht auf mein Konto angekommen ist? Laut ihrer Email dauert es 2-3 Werktage aber die ganze woche ist nun wieder vorbei !

Danke sehr einen guten abend ich wünsche ihnen ein gutes wochenende

Mit freundlichen Grüßen Thomas h.

Dear players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

Thank you, team at Spinpirate Casino, for providing an update. We remain hopeful that the issue at hand will be resolved promptly, given the increasing number of complaints being received each day.

Dear thomash95,

Could you please advise what payment method you have opted for?

Hello, there is only one payment method available and I cannot choose which and which provider to use to do this, I have no influence on this

As you can see I used BANK TRANSFER.

Thank you very much. Best regards

thomas h

Hallo es ist nur eine Auzahlungsmethode verfügbar und ich kann nicht aussuchen mit welcher und mit welchem Anbieter das geschehen soll dazu habe ich kein Einfluss

Wie sie sehen habe ich BANK TRANSFER benutzt.

Danke sehr mit freundlichen Grüßen

Thomas h

We appreciate the updates and acknowledge that resolving the payment provider issue may pose a challenge for the casino. However, it is our stance that players should not have to wait for over a month to receive their winnings. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from players that they have received their funds by Tuesday next week (11th of April), all ongoing complaints will be marked as unresolved. The casino will have the opportunity to reopen these cases once the issue has been resolved. We hope that the one-week deadline will be sufficient for all withdrawals to be processed successfully. We kindly request that players inform us if they receive their funds by Tuesday. Thank you for your patience and cooperation. 

Hello dear team yes I will inform you immediately if I have received the money!

I wish you a happy holiday season and nice sunny days. Thank you very much and with kind regards

thomas h

Hallo liebes Team ja ich werde ihnen sofort mitteilen falls ich das Geld erhalten habe!

Ich wünsche ihnen ein gutes frohes Fest und schöne Sonnige Tage danke sehr und mit freundlichen Grüßen

Thomas h.

Thank you very much, thomash95, for your kind words and patience. Happy holiday season to you too. I'll check back with you on Tuesday.

Hello, good day, I would like to confirm that I have not yet received the funds

Hallo guten Tag ich möchte ihnen bestätigen das noch kein Eingang der Gelder bei mir angekommen ist

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.