Spins Heaven Casino - プレイヤーの撤退が遅れています。

I've been waiting for withdrawal almost 3 months, they say it takes between 7-21 days. They don't answer to emails where I send my complaints and on live chat they put same copy and paste answers.

Dear Kamka46,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're facing with the withdrawal process.

I understand how frustrating it must be to wait for such a long time and not receive proper responses. To help us investigate this further and better understand your situation, could you please provide the following details?

1. When did you first initiate the withdrawal?
2. Have you received any specific reason from the casino for the delay, aside from the standard response?
3. Could you confirm whether the casino has requested any additional documents from you that might be delaying the process?
4. Have you tried escalating the issue with a specific department or manager, and if so, what was their response?

Your cooperation in providing these details is crucial to moving forward and resolving the issue. We want to ensure we can act as quickly and effectively as possible. If you have any relevant communication with the casino, feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the situation.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

1. I first asked for withdrawal on 19.12.2024

2. The response about delay is always same: we're experiencing a high volume of withdrawal requests that's making process last longer

3. The casino haven't requested any additional documents for verification or anything like this

4. Yes I've tried emailing to the department of claims but after sending 3 emails I haven't received any answer.

Dear Kamka46,

Thank you for reaching out. To better understand your situation and assist you effectively, could you please clarify the following details?

1. Were your winnings obtained using a bonus, or were they from regular gameplay without any bonus funds?
2. Have you successfully withdrawn any winnings from this casino in the past?

Looking forward to your reply.