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Hello,

I made a €60 deposit at Spins Heaven Casino and managed to increase my balance to €445. On April 15, 2025, I requested a withdrawal of my entire balance.

My account was successfully verified, and their terms indicate that withdrawals are processed within 24-48 hours, although they later contradict this information, stating that it can take 7-21 business days. This lack of consistency already makes me suspicious.

Although the required number of days have not yet passed, I am concerned by the large number of recent comments from other players reporting that they have not received their money, even weeks after requesting it.

Additionally, the support team has stopped responding and closed my chat conversation without explanation. This reinforces my suspicion that they are trying to avoid payment.

I'm willing to help with all necessary documentation (screenshots, withdrawal receipts, and conversations with support).

Thank you for your help.

Hola,

Realicé un depósito de 60 € en el casino Spins Heaven y logré aumentar mi saldo hasta 445 €. El día 15/04/2025 , solicité un retiro del total de mi saldo.

Mi cuenta fue verificada correctamente, y según sus propios términos indican que el retiro se procesa en 24-48 horas, aunque luego contradicen esa información diciendo que puede tardar 7-21 días hábiles. Esta falta de coherencia ya me genera desconfianza.

Aunque todavía no han pasado todos los días estipulados, me preocupa la gran cantidad de comentarios recientes de otros jugadores que denuncian que no reciben su dinero, incluso semanas después de solicitarlo.

Además, el equipo de soporte ha dejado de responder y me han cerrado la conversación en el chat sin explicación. Esto refuerza mi sospecha de que están intentando evitar el pago.

Estoy dispuesto a colaborar con toda la documentación necesaria (capturas de pantalla, comprobantes del retiro y conversaciones con el soporte).

Gracias por su ayuda.

Dear seergiomooroo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello

I am writing because although the maximum period that the casino says to process withdrawals has not yet passed, which according to them is between 7 and 21 business days, there are many signs that make me think that they have no intention of paying me and that is why I want to leave a record of what is happening.

They say in their terms that withdrawals are made in 24 to 48 hours, but then in the automatic chat they say it takes up to 21 days and they don't clarify anything, which already makes me distrustful.

I have contacted support several times and they have given me three different emails, one is another is and the last one

I asked them which one is the official one or if there are differences between them but they couldn't answer me.

In several conversations they simply stopped answering and I was left waiting for more than 10 minutes without knowing anything more.

This makes me think that they are dragging everything out without giving real solutions.

I know that the deadline they say has not passed, but with all these signs, I think it is important to report it as soon as possible and not just wait without doing anything.

I would like to ask you to contact the casino and ask for an explanation about what is happening with my withdrawal.

I would also appreciate it if this complaint could be posted so that other players are careful.

And if possible, help me get my money back as soon as possible.

Hola

Estoy escribiendo porque aunque todavía no ha pasado el plazo máximo que el casino dice para procesar los retiros que según ellos es entre 7 y 21 días hábiles hay muchos indicios que me hacen pensar que no tienen intención de pagarme y por eso quiero dejar constancia de lo que está pasando

Dicen en sus términos que los retiros se hacen en 24 a 48 horas pero luego en el chat automático dicen que tarda hasta 21 días y no aclaran nada lo cual ya me genera desconfianza

He contactado varias veces con el soporte y me han dado tres correos distintos uno es [email protected] otro es [email protected] y el último [email protected]

Les pregunté cuál es el oficial o si hay diferencias entre ellos pero no me han sabido responder

En varias conversaciones simplemente dejaron de contestar y me quedé esperando durante más de 10 minutos sin saber nada más

Esto me hace pensar que están alargando todo sin dar soluciones reales

Ya sé que no ha pasado el plazo que ellos dicen pero con todas estas señales creo que es importante reportarlo cuanto antes y no quedarme esperando sin mover nada

Quiero pedir que se contacten con el casino y pidan explicaciones sobre lo que está pasando con mi retiro

También agradecería que se publique esta queja para que otros jugadores tengan cuidado

Y si se puede que me ayuden a recuperar mi dinero lo antes posible

They still haven't given any updates or answered my emails. What's new is that the live chat isn't showing up now, so I can't even communicate with them.

Siguen sin dar novedades y sin contestra los correos. Como novedad ahora no me aparece el chat en vivo asi que no me puedo comunicar con ellos ni por ahí.

Dear seergiomooroo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received the refund or any response to the emails.

No he recibido ni el reintegro ni ninguna respuesta a los correos.

Dear seergiomooroo,

I’m very sorry to inform you that, due to Spins Heaven Casino’s repeated lack of cooperation—evidenced by over 10 complaints closed under our No Reaction Policy—we are left with no choice but to close your case as Unresolved. This outcome is far from ideal, and I completely understand your disappointment.

Unfortunately, ignoring complaint resolution efforts appears to be a recurring practice for this casino. Despite our numerous attempts to reach out via email, live chat, and even through affiliate contacts, we have consistently received no response. This pattern of unresponsiveness not only affects players like yourself but also negatively impacts the casino's overall rating on our site.

We sincerely hope that the accumulated effect of unresolved complaints will eventually prompt the casino to reconsider its approach. In the meantime, we strongly advise avoiding this casino altogether.

Please know that the casino still has the option to reopen this complaint at any time, and should that happen, we’ll be ready to take action on your behalf.

Kind regards,

Nick

Casino Guru