Spinnalot Casino - Η απόσυρση του παίκτη έχει καθυστερήσει.

Hi, a few weeks ago I played in the spinnalot casino site, I won 2800 + 900 Euro, so I uploaded my documents and requested withdrawals one of 900 euros and the other 2800 euros, 900 euros I got after they approved my documents but 2800 I did not get euros but they closed my account without saying why, note that I made the withdrawals separately but the same day.

Hej, för några veckor sedan spelade jag i spinnalot kasino sidan, jag van 2800 + 900 Euro , så jag ladda upp mina dokument och begärde uttag en på 900 euro och den andra 2800 euro , 900 euro fick jag efter dom godkände mina dokument men 2800 euro fick jag inte utan dom stängde mitt konto utan att säga varför, notera att jag gjorde uttagen seperat men samma dag .

Dear maroun2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested? Have you accumulated your winnings with or without an active bonus? Which payment method you have opted for to receive your winnings?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Patronela,

Is it weird that you did not mention anything about why they closed my account? The withdrawal was requested several weeks ago about 3 weeks, I received my winnings without a bonus, I used the same payment as the withdrawal, then you have sent me an email that you will keep 2800 euros and that my account will remain closed forever without giving a reason .

The strangest thing about this is that after you approved my documents you saw that I requested a withdrawal of 900 euros and one to a few minutes after only at 2800 euros, you send 900 euros but leave the other 2800 euros left since the next day you close mine account ...

Patronela ,

Det är märkligt att du inte nämnde något om varför de har stängt mitt konto ? Uttaget begärdes flera veckor sedan ca 3 veckor , mina vinster fick jag utan bonus, jag andvände samma betalning som uttag , sen har ni skickat ett mejl till mig att ni kommer behålla 2800 euro och att mitt konto kommer förbli stängd för alltid utan ange en anledning .

Det märkligaste i detta är att efter ni godkände mina dokument såg ni att jag begärde ett uttag på 900 euro och ett till några minuter efter bara på 2800 euro , ni skickar 900 euro men låter den andra 2800 euro vara kvar sedan dagen efter stänger ni mitt konto ...

I’m sure you understand that I don’t work for Spinnalot Casino, but as one of the Casino.Guru independent employees and professionals I'm trying to help you to resolve your problem. 

So the first withdrawal of €900 has been received and the other one of €2,800 is pending for the last three weeks, is that correct? Additionally, your account has been blocked right after requesting the withdrawals.

Hi yes it is true that 900 € is the withdrawal but not 2800 € although I requested the withdrawals at the same time / Thank you in advance

Hej ja det stämmer att 900 € är uttaget men inte 2800€ fast jag begärde uttagen samtidigt / Tack på förhand

Thank you very much, maroun2021, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello maroun2021,

I have reviewed your case and will contact the casino to see if I can help.

In the meantime, might I ask you to please forward to me any relevant communication (emails, etc.) that you have received from the casino? You can send it to my email: adam.m@casino.guru

We would like to invite Spinnalot Casino to join the conversation and participate in the resolution of this complaint.

Hello,

I have contacted them again they claim that I have submitted incorrect information about my profile, it is not true I have sent all documents correctly, I sent them again the other day, I asked them what is wrong with my documents and if so If so, why do you send 900 euros and not 2800 euros, in order to even send money to players who request a withdrawal, you must be verified and approved, but they refuse to answer that.

Hej,

Jag har kontaktat dom igen dom påstår att jag har lämnat in fel uppgifter kring min profil ,det stämmer inte jag har skickat alla dokument rätt, jag skickade dom igen häromdagen , jag frågade dom vad är det som är fel på mina dokument och om så var fallet varför skickar ni 900 euro och inte 2800 euro , för att ens skicka pengar till spelare som begär ett uttag måste man vara verifierad och godkänd men dom vägrar svara på det.

Hello maroun2021,

Thank you for the update.

Spinnalot Casino, please explain the situation with the player's withdrawals. If the player has supplied incorrect information, can you clarify what exactly is incorrect and how the previous withdrawal was able to be completed?

We would like to ask Spinnalot Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Maroun2021,

Allow me to investigate what happened here. I will mail you privately when I have all data.

Camilla

Camilla why email privately? Is there something you are trying to hide? It is an open matter that everyone has seen here already. I think you can explain here instead

Camilla varför maila privat? Är det något ni försöker dölja? Det är ett öppet ärende som alla har sett här redan. Jag tycker du kan förklara här istället

Dear Maroun, I looked into this case, and I am not sure if we should post it here. I will contact the casino guru reps and ask how to deal with this legal issues.

best. C

Hello Camilla,

Please feel free to email me at adam.m@casino.guru if it is preferable.

Dear Camilla / Spinnalot Casino,

As there has been no further response from you I will extend the timer once more. Please be advised if we do not hear from you within the set timeframe the complaint will be closed as 'unresolved.'

Dear maroun2021,

Have you had any further contact from the casino? Has there been any development with regards to your withdrawal?

Dear Adam,

The case is filed by Maroun2021 with our ADR Madre in Malta.

We will wait for the outcome and keep you in the loop.

best

Camila

It's an appeal I made to the Casino for wrongdoing. Strange that Camilla does not want to say what it's about.

Det är en överklagan som jag gjorde mot Casinot för att dom gjort fel. Märkligt att Camilla inte vill säga vad det handlar om.

Dear maroun2021,

As your complaint has now been submitted to the casino's official ADR, we will now close this complaint as "Unresolved - waiting for regulator's decision'.

Please keep us updated on any developments, my e-mail address is adam.m@casino.guru. When the ADR has made its decision, we will update the status of this complaint as appropriate.

Dear maroun2021,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear maroun2021,

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 maroun2021,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam