Spitfire Casino - プレイヤーへの返金が遅れています。

I have been requesting a refund for over a month. The problem is that your payment gateway in my account is disabled. I think the truth is that they are going through financial problems.

Llevo mas de un mes reclamando un reintegro. El problema es que su pasarela de pagos en mi cuenta esta desactivada. Creo la verdad estan pasando por problemas financieros.

Hello Antsf69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spitfire Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Why are you requesting a refund from the casino, what's the reason? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Fully verified account. 3 months ago. I request a withdrawal of earnings. Because it is my money and I request it. It would only be missing that I could not withdraw my money won in the casino. I talked to them 3 days ago with the chat. They tell me that they pass incidence to the financial department.

Cuenta completamente verificada. Hace 3 meses. Solicito un retito de ganancias. Porque es dinero mio y lo solicito. Solo faltaria que no pudiera retirar mi dinero ganado en el casino. Hable con ellos hace 3 dias con el chat. Me dicen que pasan incidencia al departamento financiero.

Hello Antsf69,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

My chat has been disabled. And this screenshot never lets open any collection system.

Me han desabilitado el chat. Y este pantallazo nunca deja abrir ningun sistema de cobro.

Hello Antsf69,

Based on the screenshot you provided you did not deposit with the payment method you wish to withdraw with. Do the minimal deposit in order to verify the payment method so you will be able to withdraw your balance.

Other possible way would be to use the same method you already deposited with.

It's an excuse they make. Yes it is the same method. What happens is that they do not allow any payment system to open.

Es una excusa que ponen. Si es el mismo metodo. Lo que pasa es que no dejan abrir ningun sistema de pago.

Hello Antsf69,

Can you please clarify whether you deposited with the requested payment in order to verify it?

Dear Antsf69,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It does not give any option to request withdrawal. It seems that you are on the side of the casino. But I guarantee you this casino is a Scam. Does not pay. The payment processor does not open. What they put is an excuse. Send the complaint to the Casino to see what they say.

No da ninguna opcion a solicitar el retiro. Parece que ustedes estan de lado del casino. Pero les garantizo es un Scam este casino. No paga. El procesador de pagos no se abre. Lo que ponen ellos es una excusa. Remita usted la queja al Casino a ver que le dicen.

Hello Antsf69,

Can you please answer to my previously asked question? Did you deposit any amount of money to the casino with the payment method you wish to withdraw your balance with?

If not, what method did you use to deposit and how much did you deposit in total?

Dear Antsf69,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello good. I have deposited multiple times with a debit card, I send you a screenshot of one of them, you will see the name of the casino payment processor (one of the ones it has). Also several times for Mifinity. I also sent you a screenshot. They also have my bank account. The problem is that they do not enable any type of possible withdrawal.

Buenas. He deposito multiples veces con tarjeta de debito les envio captura de una de ellas veran el nombre del procesador de pagos del casino( uno de los que tiene). Tambien varias veces por Mifinity. Tambien les envio una captura. Tambien ellos tienen mi cuenta bancaria. El problema reside en que no habilitan ningun tipo de retiro posible.

Hello Antsf69 and thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Antsf69,

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 Spitfire Casino to join the conversation and participate in the resolution of this complaint.

Dear Spitfire Casino,

Can you please explain why the player is not able to request a withdrawal?

Thank you.

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’ which may negatively affect its rating.

Dear Antsf69,

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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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.

In the meantime, I recommend you contact the Antillophone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas