Spinrollz Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

I am submitting this complaint because I have been trying for several days to resolve a problem directly with Spinrollz regarding two pending withdrawals, without the casino providing me with a solution.

I currently have two pending withdrawals:

€100 requested on August 19, 2026

€100 requested on August 21, 2026

Total due: €200

I have contacted customer service repeatedly via chat to request these payments. Despite persisting for several days, they have not provided a concrete solution or a clear payment date. They simply continue to give me generic responses and ask me to wait.

I want to emphasize that my account is fully verified and that I have previously made withdrawals on this same platform successfully, using the same method, without any issues. Therefore, this is not a new account nor is it a problem related to identity verification.

I find it especially worrying that several days have passed, that the deadlines indicated by the casino itself have been exceeded, and that, despite my continuous complaints, they are not providing any effective solution.

I have screenshots of both withdrawals, their current status, and all conversations with customer service, and I can provide this evidence to prove everything stated.

I request Casino Guru's intervention so that Spinrollz can immediately review my case and proceed with the full payment of the €200 outstanding, corresponding to the two withdrawals requested.

I am not requesting any additional compensation. I am simply demanding that the funds I have already requested and that are rightfully mine be processed and paid.

Solution requested: full payment of the outstanding €200.

I would appreciate it if this case could be reviewed and transferred to the casino as soon as possible, as I have been trying to resolve it directly for several days without obtaining any solution.

Presento esta reclamación porque llevo varios días intentando solucionar directamente con Spinrollz un problema con dos retiros que siguen pendientes, sin que el casino me proporcione una solución.

Tengo actualmente dos retiros pendientes:

100 € solicitados el 19 de agosto de 2026

100 € solicitados el 21 de agosto de 2026

Total pendiente: 200 €

He contactado en repetidas ocasiones con el servicio de atención al cliente mediante el chat para reclamar estos pagos. A pesar de insistir durante varios días, no me han dado una solución concreta ni una fecha clara de pago. Simplemente continúan dándome respuestas genéricas y pidiéndome que espere.

Quiero destacar que mi cuenta está completamente verificada y que anteriormente ya he realizado retiros en esta misma plataforma correctamente, utilizando el mismo método, sin ningún problema. Por tanto, no se trata de una cuenta nueva ni de un problema relacionado con la verificación de identidad.

Considero especialmente preocupante que hayan pasado varios días, que los plazos indicados por el propio casino hayan sido superados y que, pese a mis continuas reclamaciones, no estén dando ninguna solución efectiva.

Dispongo de capturas de pantalla de ambos retiros, de su estado actual y de todas las conversaciones mantenidas con el servicio de atención al cliente, y puedo aportar dichas pruebas para demostrar todo lo indicado.

Solicito la intervención de Casino Guru para que Spinrollz revise inmediatamente mi caso y proceda al pago íntegro de los 200 € pendientes, correspondientes a los dos retiros solicitados.

No estoy solicitando ninguna compensación adicional. Únicamente exijo que se procesen y paguen los fondos que ya he solicitado y que me corresponden.

Solución solicitada: pago completo de los 200 € pendientes.

Agradecería que este caso pudiera revisarse y trasladarse al casino lo antes posible, ya que llevo varios días intentando resolverlo directamente sin obtener ninguna solución.

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 josejuan.29.2,

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

Yes, but we've complained several times. Can you intervene since they don't answer emails either?

si pero se ha reclamado varias veces ustedes pueden intervenir ya que mail tampoco contestan.

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

I have accumulated my earnings without any active bonus.

My previous withdrawals have all been successful and processed correctly.

The payment method used for these withdrawals is the same one I have used previously.

Currently, both withdrawals appear as pending in my casino account. One was requested on August 19th and the other on August 21st.

I can attach a screenshot of my withdrawal history if necessary, and customer service is ignoring me.

He acumulado mis ganancias sin ningún bono activo.

Mis retiros anteriores han sido todos exitosos y se procesaron correctamente.

El método de pago utilizado para estos retiros es el mismo que he utilizado anteriormente.

Actualmente, los dos retiros aparecen como pendientes en mi cuenta del casino. Uno fue solicitado el 19 de agosto y el otro el 21 de agosto.

Puedo adjuntar una captura de pantalla de mi historial de retiros si es necesario y en atención cliente no me hacen ni caso.

Thank you very much for your reply, josejuan.29.2.

Based from your previous successful withdrawals, how long does it usually take to get processed?

Could you please share screenshots of any relevant correspondence with customer support regarding withdrawal delays?

I appreciate your assistance.

Dear josejuan.29.2,

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,
Jean
Casino.Guru