Spartans Casino - Игрок еще не получил свой выигрыш.

To whom it may concern,

I am submitting a formal complaint regarding a delayed withdrawal on Spartans Casino and what I believe to be extremely poor and misleading customer support handling throughout the process.

On May 19th, I won approximately $180,000 playing Dream Catcher on the platform. Following the win, I submitted a withdrawal request of approximately 2,700 SOL (around $230,000 at the time). I have been able to cash out approx $65,000. But the remaining $177,000 is now stuck. The withdrawal has now been pending for over 3 days without any real resolution.

Since the withdrawal was requested, I have repeatedly contacted live support and the finance team to understand what is happening. Unfortunately, every response I receive appears generic, scripted, and AI-generated, with no actual transparency or concrete information being provided.

The explanations I have received have constantly changed:

First, I was told the withdrawal was under "review".

Then I was told there were "no liquidity issues".

Later, support claimed there were delays with their PSP/payment provider.

After that, they stated there were issues specifically related to SOL exchange processing and liquidity flow.

They also suggested I split the withdrawal into smaller amounts because "smaller withdrawals process faster".

They mentioned a possible balance conversion to USDT, but stated that this required "senior approval", which again led nowhere.

At the same time, support repeatedly claimed there was no issue with liquidity at Spartans, while their own emails explicitly mention:

"liquidity flow issues"

delays with larger SOL withdrawals

dependency on exchange conditions and provider liquidity

This is extremely concerning and contradictory.

The live support experience has also been very frustrating. One agent stated there was no active support ticket on my account, despite me already having received multiple emails from the finance department. Later, another agent created ticket #A4DBA1A1 and simply continued repeating the same generic responses without providing any actual ETA or meaningful update.

I am an experienced high-volume player and regularly gamble significant amounts on other major platforms where withdrawals are processed quickly and professionally. I fully understand that security checks and compliance reviews may occur. However, this situation no longer appears to be a normal verification process.

My concerns are the following:

Lack of transparency regarding the actual reason for the delay.

Contradictory explanations from support and finance.

Potential liquidity or solvency concerns related to large crypto withdrawals.

Repeated generic/template responses with no concrete answers.

No realistic ETA despite the withdrawal being pending for several days.

I have attached screenshots documenting:

the original win,

the pending withdrawal,

multiple live chat conversations,

and the emails received from Spartans support.

At this stage, I would appreciate Casino Guru’s assistance in helping obtain:

a truthful explanation for the delay,

confirmation that the funds are secure,

and a proper timeframe for when the withdrawal will actually be processed.

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Stay safe.

Dear JustEdds,

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

Dear JustEdds,

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 JustEdds,

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,
Karla
Casino.Guru