Spins Deluxe Casino - 選手の退会が遅れました。

They are ignoring my emails.And it’s been 5 weeks I have been waiting for a withdrawal.I have also sent in my ID

Dear Kaye,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that your withdrawal is still pending inside your account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but five weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I have used bank transfer to withdraw.I won it after the bonus money ran out.And yes the money is still pending in my account.I have also sent in my documents although my account was already verified

Hi I had a small payment from them but they still won’t pay out the other 100 they owe

Thank you very much, Kaye, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Kaye,

This is Tomas and from now on, I will be taking care of your complaint.

I have reviewed your case and I would like to invite Spins Deluxe Casino to join the conversation and participate in the resolution of this complaint.

Dear Spins Deluxe Casino,

Can you please update us on the player's withdrawal status?

Best wishes,

Tomas

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 Kaye,

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,

Tomas