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Hello,

On November 14, 2024, I deposited 200 euros and received a bonus.

I was able to win over 5,080 euros with my real money.

I then canceled the bonus and now wish to withdraw my entire balance.

3,000 euros have already been paid out by the casino, but 2,080 euros are still pending.

I have been waiting for 3 weeks for my withdrawals of 3x 500 euros, which I requested on December 13, 2024, to be processed, but nothing is happening.

Whenever I inquire in the live chat, they just tell me to be patient.

My account is verified.

hallo

ich habe am 14.11.2024 200 euro eingezahlt und einen bonus erhalten

ich konnte mit mein echtgeld über 5080 euro gewinnen.

ich habe dann den bonus storniert und möchte nun mein komplettes guthaben auszahlen.

3000 euro wurden bereits vom casino ausgezahlt und 2080 euro sind noch offen.

jetzt warte ich seit 3 wochen darauf das meine auszahlungen von 3x 500 euro die ich am 13.12.2024 beantragt habe ausgeführt werden aber es passiert nichts.

auf nachfrage im live chat heisst es immer nur ich solle mich gedulden

mein account ist verifiziert

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal and the frustration this has caused.

To assist you in resolving this issue, could you please provide more details regarding the situation? Specifically, we would need the following:

• Have you been given any explanation by the casino as to why the withdrawals are delayed, aside from the "patience" message from live chat?
• Have you been provided with any specific timeline for when the remaining withdrawals will be processed?
• Can you confirm if there were any terms attached to the bonus that might affect the withdrawal of your balance?
• Did you complete the required bonus wagering before canceling the bonus?

Please forward any relevant communication, including emails or screenshots, to petronela.k@casino.guru, so we can assist you more effectively.

Your cooperation is crucial if we are to proceed with this case and work towards resolving it. Without your input, we won’t be able to move forward and help you achieve a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

-I have not received an explanation why the payment is delayed

-I have not received a schedule for the remaining submissions

-I did not activate the bonus because I had previously won with my real money and when I made a withdrawal the bonus was automatically cancelled. I only wagered my deposit once so that I could withdraw

-There was no bonus active at any time because I won with my real money and I did not activate the bonus.

the bonus was only credited but not active because I did not activate it

-ich habe keine erklärung erhalten warum sich die auszahlung verzögert

-ich habe keinen zeitplan erhalten für die restlichen abgebungen

-ich habe den bonus nicht aktiviert da ich vorher mit mein echtgeld gewonnen habe und bei der auszahlung wurde der bonus automatisch storniert.ich habe lediglich meine einzahlung 1x umgesetzt so das ich auszahlen konnte

-es war zu keinen zeitpunkt ein bonus aktiv da ich mit mein echtgeld gewonnen habe und ich den bonus nicht aktiviert habe.

der bonus war lediglich gutgeschrieben aber nicht aktiv da ich ihn nicht aktiviert habe

Hi fowi30,

Thank you for your response and for clarifying that the bonus was activated but subsequently canceled. To ensure we address your situation accurately, I would like to confirm the following:

• At the time you canceled the bonus, what percentage of the wagering requirements had been completed?
• Did the casino provide you with any details about the bonus wagering progress or the balance status at the time of cancellation?

This information is essential to understand the casino's position on your withdrawals and determine whether the bonus terms might still affect your pending payments.

I look forward to your reply so we can assist you further in resolving this matter.

What percentage of the wagering requirements were met at the time the bonus was cancelled?

-0% (bonus was not activated)

Did the casino provide you with details about the bonus wagering progress or account balance at the time of cancellation?

Dear Petronela, how do you know that the bonus was activated and then canceled?

I have already written to you above. I quote my statement again:

-There was no bonus active at any time because I won with my real money and I did not activate the bonus.

As described above, a bonus was never active. The bonus was only credited but not activated. The bonus is only activated when I press activate and I didn't do that because I had already made a big win with my real money.

Wie viel Prozent der Wettanforderungen waren zum Zeitpunkt der Stornierung des Bonus erfüllt?

-0% (bonus war nicht aktiviert)

Hat Ihnen das Casino Einzelheiten zum Fortschritt der Bonus-Einsätze oder zum Kontostand zum Zeitpunkt der Stornierung mitgeteilt?

lieber petronela wie kommen sie darauf das der bonus aktiviert und anschließend storniert wurde wurde??

ich habe ihnen doch doch schon oben geschrieben ich zitiere noch einmal meine aussage:

-es war zu keinen zeitpunkt ein bonus aktiv da ich mit mein echtgeld gewonnen habe und ich den bonus nicht aktiviert habe.

wie oben schon beschrieben war zu keinen zeitpunkt ein bonus aktiv. der bonus war lediglich gutgeschrieben aber nicht nicht aktiviert.Der bonus ist erst aktiviert wenn ich auf aktivieren drücke und das habe ich nicht getan da ich ja vorher einen grossen gewinn mit mein echtgeld erzielt habe.

Dear fowi30,

Thank you very much for providing all the necessary information, and I sincerely apologize for the misunderstanding in my previous response. I now understand that the bonus was credited but not activated, as you won with your real money and did not choose to activate the bonus.

I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

3 x500 euros were paid out yesterday

582 euros are still open

3 x500 euro wurden gestern ausgezahlt

582 euro sind noch offen

Hello, fowi30,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, considering your last post and the update, can you please inform us about any progress? Did anything change, or are you still waiting for the last 582€?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Spinsy Casino team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing the user's withdrawal(s)?

If there is anything that could help us expedite the process, feel free to let us know.

If we are taking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

my winnings have now been paid out in full and the case can be closed

Thank you

meine gewinne wurden nun komplett ausgezahlt und der fall kann geschlossen werden

vielen dank

Hello all,

We would like to inform that all the withdrawal request was processed and sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Spinsy team.

Greetings all,

Great news, fowi30!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you, Spinsy Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru