SpinVoyage Casino - Игрок считает, что вывод его средств задерживается.

I requested a withdrawal from SpinVoyage Casino on 06/01/2026 to my Revolut card.

The casino marked the withdrawal as "processed" and live chat support repeatedly confirmed in writing that the funds were successfully sent to my bank.

However, no funds have been received. My bank (Revolut) has confirmed that no incoming transaction exists and that no payment can be traced without a transaction reference number (ARN/RRN).

Despite multiple requests, the casino has refused to provide an ARN/RRN or any valid proof that the payment was actually sent externally.

While the withdrawal remains unpaid, my access to the casino website has been blocked (Cloudflare block), preventing me from accessing my account.

I have contacted the casino via live chat and email and fully cooperated. I have screenshots of the withdrawal status, live chat confirmations, email communication, and the website block page.

I am requesting Casino Guru’s assistance in obtaining the unpaid withdrawal or valid proof of payment.

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.

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Dear Fairytopia,

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

After filing this complaint, the casino contacted me by email requesting a fully uncovered bank statement.

For security reasons, I declined to provide a fully unredacted statement and offered a properly redacted statement showing my name, the requested date range, and confirmation that no incoming transaction from the casino or its payment processor exists.

The casino still has not provided any transaction reference number (ARN/RRN) or proof that the payment was actually sent.

Thank you for your response.

For clarification: the withdrawal was requested on 06 January 2026 and was marked as "processed/sent" by the casino. My account was already verified, and no additional KYC requests were made.

As of today, no funds have been received, and the casino has not provided any ARN/RRN or proof of payment. I will wait for the 14-day period as advised and am ready to cooperate fully.

The casino has replied by email stating that my message was forwarded to the responsible team, but they still did not provide any payment confirmation, ARN/RRN, or proof that the withdrawal was sent.

As of today, the withdrawal requested on 06 January 2026 remains unpaid.

I contacted my bank (Revolut) using the Scheme Identifier provided by the casino.

Revolut has confirmed in writing that no transaction exists related to this identifier — neither completed, pending, nor reversed — and that they have not received any payment instructions or funds from the merchant.

Revolut advised that an Acquirer Reference Number (ARN) is required to trace any card payment.

The casino has not provided an ARN, and the withdrawal requested on 06 January 2026 remains unpaid.

The casino replied again stating that my request was forwarded to the relevant team, but they still did not provide an ARN or any proof of payment.

As confirmed by my bank (Revolut), no transaction exists, and the withdrawal requested on 06 January 2026 remains unpaid.

provided the ARN and RRN given by the casino to my bank (Revolut).

Revolut has confirmed in writing that no transaction exists associated with these references — neither completed, pending, nor reversed.

This was confirmed after repeated checks.

As of today, the withdrawal requested on 06 January 2026 remains unpaid.

The casino is now requesting a statement for a card that was cancelled in November, before the withdrawal date.

I did not request the withdrawal to this inactive card. All deposits and my active payment method were via a different Revolut card.

Revolut has confirmed that no transaction exists for the provided ARN/RRN.

The casino has still not reprocessed the withdrawal.

Important update:

The casino (SpinVoyage) is now confirming in writing that the withdrawal was sent to the card ending in 6204.

I must clarify that the card ending in 6204 does NOT belong to me. It belongs to another individual and was never added, used, or authorized by me in my casino account.

I did not receive my withdrawal.

A withdrawal sent to a third-party card cannot be considered a valid payment to the account holder.

I have repeatedly informed the casino of this, but they continue to insist the payment was "successful" despite the fact that it was not sent to my payment method and I did not receive any funds.

The withdrawal requested on 06 January 2026 therefore remains unpaid.

Dear Fairytopia,

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 Karla,

Thank you for following up.

I can confirm that my withdrawal has not been received.

SpinVoyage has confirmed in writing that the withdrawal was processed to a card ending in 6204. I have clarified multiple times that this card does not belong to me and was never added, used, or authorized in my casino account. The card belongs to another individual.

As a result, I did not receive any funds, and the withdrawal requested on 06 January 2026 remains unpaid.

Please let me know if you require any additional information or documentation from my side.

Dear Karla,

Thank you for your message.

Please find my clarifications below:

No, the casino has not provided any official proof that the withdrawal was sent to a payment method registered in my casino account. The only information they provided is that the withdrawal was sent to a card ending in 6204, without demonstrating that this card belongs to me or was registered in my account.

Yes, I confirm that the card ending in 6204 was never added, used, or authorized in my casino account. This card does not belong to me.

No, the casino has not agreed to reprocess the withdrawal to my correct payment method. After informing them that card 6204 does not belong to me, they have only replied that the case was forwarded to their relevant team, without confirming any corrective action.

As of today, I have not received my withdrawal, and the request made on 06 January 2026 remains unresolved.

Please let me know if you need any additional information from my side

Hello Fairytopia,

Thank you for the clarification regarding the bank statement.

To help us move forward, could you please confirm whether the casino accepted the redacted bank statement you provided, or if they explicitly rejected it?

If the document was not accepted, please note that the casino may need to review the situation based on the documents in the exact format they requested, so providing the required documentation could be important for further assessment.

Additionally, we would kindly ask you to share the relevant communication with the casino, especially the email or written confirmation in which they state that the withdrawal was sent to a card/account with the incorrect ending (card ending in XX04).

Please send the documents and screenshots either by posting them here or by emailing them to [email protected].

For now, we will keep the complaint categorized as delayed payment until the situation is fully clarified.

Thank you very much for your cooperation.

Karla

Dear Karla,

I would like to confirm that I have sent all the requested documents and screenshots to you by email as requested.

Please let me know if everything is received correctly or if you need anything further from my side.

Dear Fairytopia,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor [email protected]. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Fairytopia,

I am sorry to hear about your problem with SpinVoyage Casino.

I will now try to contact a SpinVoyage Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a SpinVoyage Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thank you, Igor. I will wait for further updates.

Hello,

I would like to further clarify the situation.

The card ending in 6204 does not belong to me, is not issued in my name, and I do not have access to it. Since this card is not mine, I am unable to provide any ownership or cancellation documents for it.

It is possible that the card details appeared due to a saved payment method or autofill on my device. However, regardless of how the card details appeared, processing a withdrawal to a third-party card that does not belong to the account holder is not compliant with standard KYC and payment security procedures.

Additionally, I confirm that I have sent again by email the official written confirmation from Revolut, clearly stating that:

the card ending in 6204 is not associated with my Revolut account, and

the card that belonged to me was the one ending in 7130, which was cancelled in November.

I look forward to your prompt response and resolution.

Dear SpinVoyage Casino,

Was the payment fully processed on your side, or what is its current status?

Could you please provide us with any relevant evidence?

Hello,

I would like to provide a final update regarding this matter.

After considerable effort, I was able to contact the holder of the card ending in 6204. Following our discussion, the card holder agreed to review the account statement together with me, and we were able to confirm that the withdrawal amount was credited to that card and he will pay me back.

At the time I submitted my complaint, I was not aware of the destination card details, as I had not been provided with sufficient transaction information. I only became aware of the last four digits of the card and the transaction identifiers after the complaint process had begun, which enabled me to investigate further and trace the payment.

Based on this clarification, I acknowledge that the withdrawal was successfully processed to the specified card.

I would like to thank Casino Guru for their cooperation and support throughout this process, as well as SpinVoyage Casino for their responsiveness and efforts in assisting with the resolution of this matter.

Thank you

Dear Fairytopia,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P