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.

If anything seems suspicious, contact us directly.

Stay safe.

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.

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.

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.