Spinrollz Casino - Der Spieler geht davon aus, dass sich die Auszahlung verzögert.

Hello, I am filing this complaint because Spinrollz Casino is systematically delaying my withdrawals and is not adhering to the stated processing time of 3 to 5 business days. My account is fully verified, and I have received withdrawals in the past. I am currently waiting for two withdrawals to my bank account: one for €200 (requested on Monday, July 29th) and one for €120 (requested on Tuesday, July 30th). The maximum processing time of 5 business days has now officially passed for both withdrawals, and no processing has taken place. The requests remain stuck at the first stage. The live chat gives me the same standard phrases every day, claiming that the finance department is overloaded and working on it. Since my bank supports real-time transfers, the delay is solely the casino's fault. I request your assistance in ensuring that both amounts are released immediately.

Update on August 6th at 11:10 AM: My money was cancelled without reason.

Hallo, ich reiche diese Beschwerde ein, da das Casino Spinrollz meine Auszahlungen systematisch verzögert und sich nicht an die angegebenen Bearbeitungszeiten von 3 bis 5 Werktagen hält. Mein Konto ist komplett verifiziert und ich habe in der Vergangenheit bereits Auszahlungen erhalten. Aktuell warte ich auf zwei Auszahlungen auf mein Bankkonto: Einmal 200 € (beantragt am Montag, den 29. Juli) und einmal 120 € (beantragt am Dienstag, den 30. Juli). Für beide Auszahlungen ist die maximale Frist von 5 Werktagen nun offiziell überschritten, ohne dass eine Bearbeitung stattfand. Die Anträge stecken unverändert im ersten Schritt fest. Der Live-Chat vertröstet mich täglich mit Standardphrasen, dass die Finanzabteilung überlastet sei und sich beeile. Da meine Bank Echtzeit-Überweisungen unterstützt, liegt die Verzögerung rein beim Casino. Ich bitte um Unterstützung, damit beide Beträge nun umgehend freigegeben werden.

Ergänzung am 6 August um 11.10 wurde grundlos mein Geld storniert

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kassandra2599,

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

Update

I have just requested a single new withdrawal of the full €320, after the casino cancelled my previous requests. Please ask the casino to approve this new request immediately, as it has always worked before and I am fully verified.

Update

Ich habe das Guthaben soeben als eine einzige neue Auszahlung über die vollen 320 € beantragt, nachdem das Casino die vorherigen Anträge storniert hat. Bitte fordern Sie das Casino auf, diesen neuen Antrag direkt freizugeben da es sonst immer geklappt hat ich auch komplett verifiziert

Another update

The casino claims in the live chat that my bank has canceled the withdrawals. I just spoke with my bank personally: there were no cancellations or rejected transactions on their end. The casino demonstrably never authorized the funds. This is a deliberate misrepresentation by customer support to justify the artificial delay. I have now requested a new withdrawal for the full €320 and urge the Casino Guru team to expose this fraud.

Noch ein Update

Das Casino behauptet im Live-Chat, dass meine Bank die Auszahlungen storniert hätte. Ich habe soeben persönlich mit meiner Bank telefoniert: Es gab seitens der Bank keinerlei Stornierungen oder abgelehnte Transaktionen. Das Casino hat das Geld nachweislich niemals angewiesen. Es handelt sich hierbei um eine bewusste Falschaussage des Supports, um die künstliche Verzögerung zu rechtfertigen. Ich habe nun eine neue Auszahlung über die vollen 320 € beantragt und bitte das Casino-Guru-Team dringend, diesen Betrug aufzudecken.

Dear Kassandra2599,

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.

Dear Kassandra2599,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru