SpinsBro Casino - 選手の退場が遅れています。

The withdrawal application was submitted on May 2 and the KYC has been approved.

However, the withdrawal has not been made for more than 2 weeks and i have not been able to contact the finance department.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions so I can understand the situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? When was the last time you spoke to the casino and what was it about?

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,

Veronika

This is my first drawer.

I deposited 500 euros and applied for a withdrawal of 800 euros.

I told the casino a few days ago that if I don't hear from them I will contact an outside agency.

When exactly was your withdrawal request approved?

Not yet approved.（KYC approved.）

I have not heard back from them to confirm why it is taking so long.

Have you accumulated your winnings with or without an active bonus?

I don't understand what you are saying.

I apologize. I am asking you if you played with a bonus.

no.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

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

I would now like to ask SpinsBro 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!

I contacted a casino affiliate and was told that your verification is taking longer than expected as your documents are in japanese language and they needed some more time for verification. They apologize for the delay but after everything is processed you should be informed that the funds can be withdrawn. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you in advance!

The withdrawal was completed successfully.

Thank you very much.

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. 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,

Peter