Spinit Casino - Η ανάληψη του παίκτη καθυστερεί.

Spinit Casino hasn't paid out my money since October 16th; I've been waiting. I've provided all the necessary documents, and my verification page shows "Confirmed." Despite this, I'm not receiving any withdrawals. I previously deposited €286 plus the welcome bonus.

Spinit Casino zahlt mein Geld nicht aus seit 16. Oktober warte ich schon. Ich habe alle Dokumente zur Verfügung gestellt und meine Verifizierungsseite zeigt an "Bestätigt". Trotzdem erhalte ich keine Auszahlungen. ich habe vorher 286€ eingezahlt + welcome bonus.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play with your bonus?
• Have you contacted customer support to ask about the reason why your payments are delayed?
• Have you been requested to verify the payment methods you used for your deposit and for your withdrawal, since you selected a different currency for the withdrawal?
• When was the last time the casino communicated with you regarding this issue?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello and thank you for your reply. I only played slots from Pragmatic Play. I withdraw to the same crypto address from which I made my deposit. The last time I contacted the casino was about three weeks ago when they requested my documents. I provided everything immediately, but after three weeks nothing has happened and my withdrawals are still pending.

I also asked in the live chat and was simply told to be patient. Unfortunately, I didn't take a screenshot at the time.

Hallo und danke für die Antwort. Ich habe nur slots von pragmatic play gespielt. Ich zahle auf die gleiche crypto adresse aus von welcher ich meine einzahlung getätigt habe. Der letzte kontaktversuch mit dem casino war vor etwa 3 Wochen als sie meine Dokumente anforderten. Ich habe direkt alles bereitgestellt und trotzdem ist nach 3 Wochen immer noch nichts passiert und meine auszahlungen sind noch ausstehend.

Ich habe auch im Live chat nachgefragt und mir wurde nur gesagt ich soll mich gedulden. Leider habe ich zu diesem Zeitpunkt keinen screenshot davon gemacht

Everything is still unchanged. Spinit doesn't seem to have any intention of paying my withdrawals.

Es ist immer noch alles unverändert. Spinit scheint überhaupt nicht vor zu haben meine Auszahlungen zu bezahlen.

Dear shwoopnic2004

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, Samuel ([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,

Veronika

Dear shwoopnic2004,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me. According to the casino's Terms and Conditions, documents should be verified within 10 days, but it is mentioned that the process may take longer, so we will see what the casino responds.

As part of our standard procedure, I’m also inviting a representative from Spinit Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinit Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear shwoopnic2004,

Thank you for bringing this matter to our attention.

We would like to assure you that we have already contacted the relevant department to review your case urgently. They are currently checking whether any additional documentation is required for the verification process or if there is any other reason causing the delay in your withdrawal.

As soon as we receive further information from the relevant team, we will update you immediately.

We truly appreciate your patience and cooperation during this time.

Kind regards,

Spinit Casino Team

Hello,

thank you for the update provided to the player and for contacting the relevant department regarding this case. I appreciate your cooperation and will await your further feedback once more information becomes available.

It still says that my documents are confirmed, but my payments have still not been processed and I cannot request any new payments.

Immer noch steht dort dass meine Unterlagen bestätigt sind aber meine Auszahlungen wurden immer noch nicht bearbeitet und ich kann auch keine neuen Auszahlungen beantragen

Dear shwoopnic2004,

Thank you for your cooperation.

We have reviewed the documents you uploaded, and the following items are still required to complete the final verification of your account:

– Proof of deposit

– Crypto ownership document showing the holder’s full name

Please upload these documents at your earliest convenience so we can finalize the verification process without further delay.

Kind regards,

Spinit Casino Team

Hello everyone,

Thank you, Spinit Casino, for the clarification regarding the missing documents.

Dear shwoopnic2004, as you can see above, the casino is now requesting two additional documents: proof of deposit and a crypto ownership document showing your full name. I kindly ask you to upload these documents as soon as possible, following the casino’s instructions.

Once this is done, please confirm here that the documents have been submitted so I can continue monitoring the case and move closer to resolving your withdrawal issue. If you experience any difficulties while uploading the documents, let me know immediately.

Thank you for your cooperation.

I have uploaded proof of my deposit and a screenshot from my crypto wallet showing my crypto address as proof that the crypto wallet belongs to me.

Cryptowallets do not store personal data such as birth name. I hope the verification can now be completed and my withdrawals processed promptly.

Ich habe den Nachweis meiner Einzahlung hochgeladen und einen screenshot aus meinem Cryptowallet der meine cryptoadresse zeigt als nachweis dass das Cryptowallet mir gehört.

Cryptowallets haben keine persönlichen daten wie geburtsname hinterlegt. Ich hoffe die Verifizierung kann jetzt abgeschlossen werden und meine Auszahlungen zeitig bearbeitet werden.

Hello everyone,

Thank you, shwoopnic2004, for the update and for confirming that the requested documents have now been uploaded.

Dear Spinit Casino, I kindly ask you to confirm whether the newly submitted proof of deposit and crypto wallet ownership screenshot have been successfully received and if they are sufficient to complete the final verification. Additionally, please advise on the expected timeframe for reviewing these documents and informing the player about the outcome.

Thank you for your cooperation.

Dear shwoopnic2004,

Our relevant department has confirmed that the ownership must be clearly visible on the crypto wallet screenshot, including both your full name and the crypto address.

Kind regards,

Spinit Casino Team

Including my full name?

I've already explained that such a thing doesn't exist. Crypto wallets don't contain any personal data and can be easily created without providing any information. I can't give you the document you're requesting because it doesn't exist. I've uploaded a screenshot from my wallet app where my address is clearly visible. It's the same address I used for both deposits and withdrawals.

A casino that accepts crypto deposits should know this.

Einschließlich des meines vollständigen Namens?

Ich habe bereits erklärt dass sowas nicht existiert. Cryptowallets haben keine persönlichen Daten und können ganz leicht erstellt werden ohne Angabe von Daten. Ich kann Ihnen das Dokument nicht geben dass Sie anfordern, da es nicht existiert. Ich habe einen Screenshot aus meiner wallet App hochgeladen wo meine Adresse klar zu sehen ist . Das ist die gleiche Adresse die ich auch für meine Einzahlung und Auszahlung verwendet habe.

Ein Casino dass Crypto Einzahlung akzeptiert sollte sowas wissen.

Hello everyone,

thank you both for your statements and clarifications.

Dear Spinit Casino, since standard crypto wallets generally do not display personal data such as the user’s full name, I would kindly ask whether there is any acceptable alternative form of proof of crypto wallet ownership that the player could provide in this case in order to complete the verification.

Once clarified, the player will be able to proceed accordingly.

Thank you for your cooperation.

Dear All,

Thank you for the detailed explanation.

We would like to inform the player that their account has now been successfully verified. Additionally, we are pleased to confirm that the first withdrawal request was processed and completed yesterday.

The remaining withdrawals will also be handled as quickly as possible, and we truly appreciate the player’s patience and cooperation throughout this process.

Kind regards,

Spinit Casino Team

Dear shwoopnic2004 and Spinit Casino,

thank you both for the updates. I’m glad to see that the player’s account has been successfully verified and that the first withdrawal has been completed.

Please continue to keep us informed regarding the remaining withdrawals, so I can monitor the case until everything is fully processed.

Dear shwoopnic2004,

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.

Dear All,

We would like to inform all parties that all withdrawal requests have now been fully processed, including the final one, which was completed today. From our side, there are no pending withdrawals remaining on the account.

We would like to thank everyone involved for their patience and cooperation throughout this process.

Kind regards,

Spinit Casino Team

Hello,

Thank you, Spinit Casino, for confirming that all withdrawal requests have now been fully processed, including the final one. I appreciate your cooperation and updates throughout this case.

Dear shwoopnic2004, please confirm here once you have received the funds in your account so that we can officially close this complaint.

Thank you both for your patience and cooperation.

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

Dear shwoopnic2004,

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,

Samuel