Spitfire Casino - Η ανάληψη του παίκτη καθυστέρησε.

I've been playing at this casino for a few months, and the few times that I have tried to withdraw money, there have been no issues

However, I now find myself in a situation where it is impossible for them to pay me. It's one excuse after another and all my withdrawals are rejected even though all my information is accurate

This license should be investigated as I have never encountered anything like this before, and my next step is to lodge a formal complaint

I am attaching screen captures of all the ongoing withdrawal rejections despite following all the correct procedures

Llevo unos meses jugando en este casino y las pocas veces que he intentado hacer retiro todo sin problemas

me encuentro ahora en la situación de que es imposible que paguen , es una excusa detrás de otra y todos los retiros rechazados a pesar de que tengo toda los datos bien

deberían investigar esta licencia porque nunca me he encontrado nada parecido y el siguiente paso es la denuncia

adjunto captura de pantalla de todos los rechazos continuados a los retiros a pesar de seguir bien todos los pasos

Dear 986Manu,

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

Hello Kristina and thank you for such a quick response.

Understand that when you want to make a withdrawal and the only explanation first is that the system has a problem paying by transfer, then through another system they tell you that everything is solved and it still isn't and every time you speak instead of a solution what dan is an excuse what you are looking for is a solution as quickly as possible.

And being a fully verified player with continuous communication with customer service, it does not seem normal to me that it takes 4, 7 or 14 days to make a payment.

I have been in casinos where in 30 minutes or 2 hours you already have the money in your account.

Hola Kristina y gracias por tan rápida respuesta.

Entiende que cuando quieres hacer un retiro y la única explicación primero es que el sistema tiene un problema para pagar por transferencia, después por otro sistema te dicen que está todo solucionado y sigue sin estarlo y cada vez que hablas en vez de una solución lo que dan es una excusa lo que buscas es una solución lo más rápida posible.

Y siendo jugador totalmente verificado con comunicación continua con atención al cliente no me parece normal que demoren 4, 7 ó 14 días en hacer un pago.

He estado en casinos que en 30 minutos o en 2 horas ya tienes el dinero en la cuenta.

Thank you for your reply, 986Manu. Do I understand correctly that you have made successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning,

I have still been unable to make any withdrawals. The times that I tried before, I always needed to upload a document or card or something, when everything was always fine and it took days to validate.

The same in this case that they have now asked me again for all the bank details to manage the withdrawal.

They told me that next Monday or Tuesday they would withdraw me, after re-uploading a lot of information, whatever happens I will update the information here.

Buenos días,

Aún me ha sido imposible realizar ningún retiro. Las veces que lo intenté anteriormente siempre me faltaba por subir algún documento o tarjeta o algo, cuando siempre tenia todo bien y tardaban días en validar.

Lo mismo en este caso que me han vuelto ahora a pedir todos los datos del banco para gestionar el retiro.

Me han dicho que el próximo lunes o martes me hacían el retiro, después de volver a subir un montón de información, de lo que ocurra iré actualizando aquí la información.

Good afternoon,

Today 07/24 I have received the income from the withdrawal casino.

Thank you for the support you give to the user here.

All the best

Buenas tardes,

Hoy 24/07 he recibido el ingreso del casino del retiro.

Gracias por el soporte que dais al usuario aquí.

Un saludo

Dear 986Manu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru