Spinch Casino - Игрок заявляет о задержке выплат.

I've never seen a casino do everything possible to avoid paying out. At first I won $900 and it took many, many documents before finally being able to withdraw successfully. At this point I had done what they want players to do do and ended up playing with the money that was cancelled luckily I managed to double it to 1800 and when I made a request they declined it again saying I needed to split it into 2 withdrawals. A few hours later I finally received 1 $900 payment but nothing with the other one.

I then reversed the request again and played with the 900, and ended up losing it. Luckily, I made a $60 deposit and got it to $1100 and then $4000 and then $7800. Long story short, I had to make separate withdrawals of $2999 because that is their daily limit. I made one on Saturday and another one on Sunday (with $2800 still needed to be requested).

Well what happens? As soon as their magical 48 hours max processing time I get an email saying my withdrawals were cancelled 

"Hello! There are technical problems on the side of the payment system. Please make several withdrawal requests. Thank you for your understanding"

I speak to support and they offer no help saying I have to go through the process again. They now say that I have to make withdrawals in increments of $800 at a daily maximum of $3000. So on Monday I make 3 $800 and 1 $600. Magically, the first $800 withdrawal is processed but the other 3 safe still pending. Then Tuesday I do the same thing after the 24 hour period has passed 3 $800 withdrawals and 1 $600. Now it is Wednesday and I have $2800 I'm waiting to request when the time arrives today.

HOWEVER, after my initial Monday withdrawals approach the 48 hours mark, I decided to ask support again on its status. Now I get told that the finance team is asking for an interac statement. I find it very ridiculous since they've processed 2 withdrawals already and now that time is running out for them to legally process my next ones, they come up with some new document.

The live agent is very mocking and unhelpful with his emojis and telling me to Google it once I ask exactly what this interac statement is. I ended up screenshoting my interac section of my bank along with recent transfers, including the one I made to them. I was told to wait a few hours before the finance team looks it over but that I have to contact them myself to find out.

It just seems like I have to take the initiative to make this withdrawals happen or else they're happy to delay.

I'm very scared I won't get my money since it seems so easy for them to cancel withdrawals for no reason.

Dear player,

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 the 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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for the quick response. It is just very unsettling to me when they continue to add new documents to verify me when they've previously said im fully verified. It's also frustrating that their website says a limit of $9999 but in reality it's $3000 daily and even then they want it in smaller amounts like $800.

I will continue to cooperate and provide them with any documents they ask, but it's frustrating when they don't communicate it with me unless I ask and that is also after 5 other agents say just to wait the 48 hours and the most recent one is the one that mentioned the finance department needing more documents.

Dear player,

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 player,

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,
Dominika
Casino.Guru