Spinrollz Casino - Der Spieler muss mit Verzögerungen bei der Auszahlung seiner Gewinne rechnen.

Good day!

I have a problem. I won €13,300. However, the casino only allows withdrawals of €500 every 24 hours. This would take forever if withdrawals usually take three days. Can someone please help me? Perhaps a Spinrollz representative? So that a solution can be found.

Please and thank you very much!

Guten Tag!

Ich habe ein Problem. Ich habe 13.300€ gewonnen. Jedoch lässt das Casino nur alle 24h eine Auszahlung von 500€ zu. Dies würde ja ewig dauern wenn eine Auszahlung durchschnittlich 3 Tage dauert. Kann mir jemand helfen bitte? Möglicherweise ein Vertreter von Spinrollz? Damit hier eine Lösung gefunden wird.

Bitte und vielen lieben Dank!

Dear eliasleb305,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's General T&Cs and I found this:

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you can request a new withdrawal every day, or if you need to wait three days for the previous one to be processed before requesting another withdrawal?
• Do you currently have a pending withdrawal?
• How many withdrawal requests have already been successfully processed?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you very much for your answer.

I'll get back to you next week. I was able to request three €500 payments and will now wait for them to be paid out.

I can request a withdrawal of €500 every 24 hours.

Nothing has been paid out yet.

Thanks so much!

Vielen lieben Dank für Ihre Antwort.

Ich melde mich nächste Woche nochmal. Ich konnte 3x 500€ anforden und werde nun abwarten bis diese ausgezahlt werden.

Ich kann alle 24h 500€ zum Auszahlen anfordern.

Bisher wurde noch nichts ausbezahlt.

Vielen lieben Dank!

Good morning

Unfortunately, it still says my withdrawal is "being verified." I can't verify myself either. When I click the "Verify" button, it says "My account does not need to be verified at this time."

Guten Morgen.

Leider steht noch immer dass meine Auszahlung "überprüft wird". Ich kann mich auch nicht verifizieren. Es steht wenn ich den Button "Verifizieren" drücke dass " Mein Konto muss zurzeit nicht verifiziert werden muss".

Update

Good day!

To date, nothing has been paid out. The chat told me I'd get my first €500 tomorrow at the latest. (I have the entire chat history.)

Update

Guten Tag!

Bis heute wurde noch nichts ausbezahlt. Der Chat hat mir gesagt dass ich spätestens morgen meine ersten 500€ bekomme. (Habe jeden Chatverlauf).

Update!

Today is April 30th, and I haven't received a single cent yet. Please help.😢

Thanks so much.

Update!

Heute ist der 30.04. und ich habe noch keinen cent erhalten. Bitte um Hilfe.😢

Vielen lieben Dank.

Thank you very much, eliasleb305, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, eliasleb305!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Update:

Hello Pavel!

Thank you very much for your help. Unfortunately, I still haven't received anything from the casino to date and am only being told that the payout has been delayed. I requested my first withdrawal on April 24, 2025.

I hope you can help me.

Kind regards,

Elijah

Update:

Guten Tag Pavel!

Vielen Dank für deine Hilfe. Ich habe leider bis heute noch immer nichts erhalten vom Casino und werde nur vertröstet, dass sich die Auszahlung verzögert hat. Meine erste Auszahlung habe ich am 24.04.2025 angefordert.

Ich hoffe Sie können mir helfen.

Freundliche Grüße,

Elias

Dear eliasleb305,

Thank you for reaching out to us.

We wish to inform you that, in our commitment to ensuring that all payments are secure and fully compliant with our security policy, there are instances where we must conduct additional checks. This may result in an extension of the processing time for payments.

Please rest assured that we are taking prompt action to process your pending withdrawals at the earliest opportunity.

Regrettably, regarding withdrawal limits, there is limited flexibility as we must adhere to our Terms and Conditions.

Sincerely, 

Spinrollz Casino Team

Dear Spinrollz Representative,

Thank you for your message and thank you for your help!

I've now received the first €500 in my account. Things are moving in the right direction! ☺️ I will now request further withdrawals daily until I have paid out my entire winnings.

I'll keep you updated.

Thank you again!

Sincerely,

E.

Lieber Spinrollz Vertreter,

Vielen Dank für Ihre Nachricht und danke für Ihre Hilfe!

Ich habe nun die ersten 500€ auf mein Konto erhalten. Es geht in die richtige Richtung! ☺️ Ich werde nun täglich weitere Auszahlungsanträge anforden bis ich meinen gesamten Gewinn ausgezahlt habe.

Ich halte Sie am laufenden.

Vielen Dank nochmal!

Aufrichtig,

E.

Thank you, Spinrollz Casino Team!

eliasleb305, please, let us know when you receive all your funds or if there will be any delays again!

Update:

I've now received a total of €1,000. Unfortunately, two €500 withdrawals were canceled, even though I used the same withdrawal method.

I requested it again a few days ago. I haven't received anything yet.

Thanks again for your help!

Best regards

E.

Update:

Ich habe jetzt insg. 1000€ erhalten. Leider wurden 2x 500€ Auszahlungen storniert obwohl ich diesselbe Auszahlungsmethode verwendet habe.

Vor ein Paar Tagen habe ich es erneut angefordert. Bis jetzt noch nichts erhalten.

Vielen Dank nochmals für die Hilfe!

Liebe Grüße

E.

Dear Spinrollz Team,

Is there really no better solution and you really can't accommodate me and pay me the full amount?

Because when I calculate:

For 1000€ I waited 14 days.

If this is the case every time, my calculation is:

About 180 days until I get 13,000 euros.🤯

Is there no possibility at all?😢

I really like your casino and would like to remain a customer!☺️

Liebes Spinrollz Team,

Gibt es wirklich keine bessere Lösung und ihr könnt mir wirklich nicht entgegen kommen und mir den Gesamtbetrag auszahlen?

Weil wenn ich rechne:

Für 1000€ habe ich 14 Tage gewartet.

Wenn das jetzt jedes mal so ist ist meine Rechnung:

Ca. 180 Tage bis ich 13.000 Euro bekomme.🤯

Gibt es da gar keine möglichkeit?😢

Mir gefällt euer Casino sehr und ich würde ja auch gern Kunde bleiben!☺️

Spinrollz Team,

this is indeed an extensive timeframe for a withdrawal of 1000 EUR.

From our experience, when the player makes one withdrawal and it gets fully checked, there is no need to check further ones.

Good day!

I received another transfer today. Thank you very much!

I received 500€ within 5 days😃🙌

However, two €500 payments were canceled at the same time, even though I used the same method. I was told the problem was with my bank. But that can't be the case, since I received €500 once?

(I checked with the bank and there is no problem!)

Unfortunately, it's all very tedious. I hope we can find a solution, dear SpinRollz team.

Thank you and kind regards,

E.

Guten Tag!

Ich habe heute wieder etwas überwiesen bekommen. Vielen Dank!

Ich habe 500€ innerhalb 5 Tage erhalten😃🙌

Jedoch wurden gleichzeitig 2x500€ wieder storniert obwohl ich diesselbe Methode verwendet habe. Mir wurde gesagt dass das Problem bei meiner Bank liegt. Jedoch kann das nicht sein, da ich ja 1x 500€ erhalten habe?

(Ich habe nachgefragt bei der Bank und es gibt kein Problem!)

Es ist leider alles sehr Mühsam. Ich hoffe wir finden eine Lösung liebes SpinRollz Team.

Danke und Liebe Grüße,

E.

Dear eliasleb305,

Thank you for your patience.

We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible..

Best Regards,

Spinrollz Team

Dear eliasleb305,

Thank you for your patience.

We are pleased to informed that your withdrawal requests has been successfully completed.

We would kindly request that you remain patient as we endeavor to complete your new withdrawal requests as soon as possible.

Best Regards,

Spinrollz Team

Dear eliasleb305,

We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible..

Best Regards,

Spinrollz Team

eliasleb305, I see that there is only one thing for us to do - wait for your further withdrawals. Have you received any more from since the last time?

Dear Spinrollz Team, dear Pavel,

Yes, I have received a few things so far and everything is working very quickly at the moment.

Thank you so much!😊

Liebes Spinrollz Team, lieber Pavel,

Ja ich habe bisher einiges erhalten und es funktioniert alles sehr schnell zurzeit.

Vielen lieben Dank!😊

Good to hear, let us know when you will receive the rest!

Dear eliasleb305,

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.

I'll let you know as soon as I have everything.

Ich gebe Ihnen bescheid sobald ich alles habe.

Okay, thank you! That was just an automated message.

I will set the timer for 14 more days, and the I ask again if you will have received everything.

Hey eliasleb305, how much is left in your account?

Hello. There's still €4,500 in the account. But it's working very well! I think we can close the case!

I would like to thank everyone for their help and am so happy about your support!

Thank you so much!!🥰🥰

All the best and kind regards!

Elijah

Hallo. Es sind noch 4500€ am Konto. Es funktioniert aber sehr gut! Ich glaube wir können den Fall schließen!

Ich möchte mich herzlich bei allen für die Hilfe bedanken und bin so Froh über eure Unterstützung!

Vielen vielen Dank!!🥰🥰

Alles Gute und liebe Grüße!

Elias

Dear Elijah, I will now close the complaint and mar it as resolved. Please, if there will be any sudden delays or any other problems, send a reopen request and we will ask the casino about it.

Also, we appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru