Extreme Spins Casino - Der Rückzug des Spielers hat sich verzögert.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I added pictures. In one of them, you can see a green check mark next to my name. This means I'm verified. No, I've never made a withdrawal from this casino before; this is my first attempt. I had a bonus on my deposit, but I successfully cleared it, which was very tedious. I think this was the fourth deposit I've made at this casino, and it only worked then, because the bonus requirements are actually very unfair. Best regards, Chris

Hallo, ich hatte Bilder hinzugefügt, auf dem einen sieht man, das ein grüner Haken hinter meinem Namen steht. Also das ich verifiziert bin. Nein ich habe noch nie eine Auszahlung von diesem Casino vorgenommen, das ist der erste Versuch. Ich habe einen Bonus gehabt auf meine Einzahlung, diesen habe ich aber erfolgreich freigespielt, was sehr mühsam war. Das war glaube ich die 4te Einzahlung die ich in diesem Casino vorgenommen hatte und erst da klappte es, da die Erfüllung für den Bonus sehr unfair eigentlich sind. Liebe Grüße Chris

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I've sent you the entire chat history to the email address you requested. Best regards.

Hallo ich habe Ihnen den gesamten Chatverlauf an die von Ihnen gewünschte E-Mail Adresse geschickt. Liebe Grüße

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Extreme Spins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Extreme Spins Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I just wanted to point out that the casino's stated maximum processing time for withdrawals of 7 to 21 business days has been exceeded since July 18. So, even that limit isn't being adhered to. I'll ask in the casino chat how long it'll take and then post the answer here. Best regards.

Ich wollte nur kurz noch anmerken, dass die vom Casino genannte maximale Bearbeitungszeit der Auszahlungen von 7 bis 21 Werktage seit dem 18.7. überschritten ist. Also selbst daran wird sich nicht gehalten. Ich werde mal im Casino Chat nachfragen, wie lange die noch brauchen und euch dann die Antwort hier Posten. Liebe Grüße

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 user,

I apologise, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi