North Spin Casino - Η ανάληψη του παίκτη καθυστέρησε.

Hello,

I am submitting this complaint because I have been trying to withdraw my winnings from NorthSpin for over a week without success.

I currently have €700 in my account.

Here is what happened:

I completed all the verification requirements and submitted every document requested by the casino.

The support team confirmed that my account had been verified and that I could proceed with my withdrawal.

I submitted a withdrawal request by bank transfer.

After approximately 48 hours, the withdrawal was marked as approved, but only a few seconds later it was automatically cancelled.

I contacted support and received different explanations, including that my payment details were incorrect.

Following their instructions, I submitted a new withdrawal request, but exactly the same thing happened again: after around 48 hours it was approved and then automatically cancelled within seconds.

Since then, I have contacted support many times. I have received responses from several different agents, but most replies were generic and simply stated that my case had been forwarded to the payments department.

Later, support instructed me to enter my name exactly as it appears in my NorthSpin profile when submitting a withdrawal.

I followed this instruction and submitted another withdrawal request exactly as requested.

Throughout this process I have received contradictory information. At different times I have been told:

that my payment details were incorrect;

that there were no issues with my withdrawal;

that my case was under review;

that my request was waiting in a queue;

and finally to use the name exactly as shown in my profile.

Despite following every instruction provided, I still have not received my funds or a clear explanation of why my previous withdrawals were automatically cancelled.

I am not refusing to cooperate. I have provided every document requested and followed every instruction given by the casino. I simply want my withdrawal to be processed or to receive a clear and specific explanation of what is preventing the payment.

I would appreciate Casino Guru’s assistance in helping resolve this matter.

Thank you

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Stay safe.

Dear Xivi,

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 Xivi,

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 Xivi,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Xivi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean