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Since Saturday morning, the 20th of August, I've been trying to request a withdrawal and I can't do it!

I made the deposit using a method available for both deposits and withdrawals! I played! I won! When I went to request the withdrawal, a few hours later, the method was not available! They advised me to make another deposit, using a different method, one that was also available for withdrawals! I followed the guidance! I made a new deposit! I gambled more than the coefficient they gave me! I tried requesting the withdrawal a few times and they kept cancelling it! Finally, on Saturday night, after reaching out countless times via chat, they approved the withdrawal! According to their withdrawal policy, it was supposed to be done instantly or it could take up to 15 minutes! 2 hours later... Through the chat, they told me that the period was actually 5 days! That I should wait! Today, Wednesday, the 23rd of August, in the afternoon, they cancelled it! Claiming technical issues! They asked me to request it again "later"! Since then... I've tried about three times this evening, and they keep cancelling it, giving the same reason they did on Saturday morning! That it has to be done through the same method as the deposit! And they advised me to make another deposit using an alternative method! Even though the pix is still not showing up as a withdrawal option! And I'm requesting the withdrawal using the same method as the new deposit, following their instructions!!!

Desde sábado, pela manhã, dia 20/08, que tento solicitar um saque e não consigo!

Efetuei o depósito por método disponível para depósito e saque! Joguei! Ganhei! Quando fui solicitar o saque, algumas horas depois, o método não estava disponível! Me orientaram fazer um novo depósito, por outro método, que fosse disponível também para saque! Segui a orientação! Fiz o novo depósito! Joguei mais que o coefiente que me passaram! Tentei solicitar o saque algumas vezes e eles cancelando! Até que no sábado de noite, depois de falar inúmeras vezes pelo chat, aprovaram o saque! A informação na política de saque era que seria feito instantâneamente ou que poderia demorar 15 minutos! 2 horas depois.... Pelo chat, me falaram que o prazo era 5 dias! Que eu deveria aguardar! Hoje, quarta feira, 23/08/23, pela tarde, eles cancelaram! Alegando problemas técnicos! Para eu solicitar de novo " mais tarde"! Desde então... Já tentei umas três vezes agora pela noite, e eles cancelam, alegando o mesmo motivo de sábado pela manhã! Que tem que ser pelo mesmo método do depósito! E me orientando a fazer outro depósito por outro método alternativo! Sendo que o pix, continua não aparecendo como opção de saque! E estou solicitando o saque pelo mesmo método que o fiz o novo depósito, seguindo a orientação dada por eles!!!

Hello Vivi455,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JVSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick, good morning, I appreciate your help!

Everything is fine with my account! And I didn't use any bonuses! I don't know exactly, I don't understand how the bonus works, but I know that when used, there are several restrictions and rules to be followed! That's why I opted for the no deposit bonus!

It was strange that they canceled it, 3 days after its approval! While I was already waiting and waiting for the deadline they gave of 5 days! (Since this information is not included in the withdrawal policy! If you look there... They say: instantaneous, sometimes taking up to 15 minutes!)

I keep trying to work it out with them! Just now, after contacting the chat, and a new withdrawal request... The consultant said it had been approved, so I could wait for the deadline! I hope my problem was something punctual! Some internal error of the attendants, or even a real technical problem! And that this time they really do the lifting! Any news, positive or negative, I'll let you know here! Once more, thank you!!!

Oi Nick, bom dia, eu que agradeço sua ajuda!

Tudo certinho com minha conta! E não usei nenhum bônus! Não sei exatamente, não entendo o funcionamento do bônus, mas sei que quando usado, tem várias restrições e regras a serem seguidas! Por isso optei pelo depósito sem bônus!

Estranhei o fato de terem cancelado, 3 dias após sua aprovação! Enquanto eu já estava esperando e aguardando o prazo que eles deram de 5 dias! (Sendo que está informação não consta na política de saques! Se olhar lá... Eles dizem: instantâneo podendo as vezes, demorar até 15 minutos!)

Continuo tentando resolver com eles! Agora a pouco, após contato com o chat, e novo pedido de saque... Consultora disse que tinha sido aprovado, para eu aguardar o prazo! Espero que meu problema tenha sido algo pontual! Algum erro interno dos atendentes, ou até mesmo um real problema técnico! E que dessa vez eles realmente façam o levantamento! Qualquer novidade, positiva ou negativa, vou informando aqui! Mais uma vez, obrigada!!!

So... After a new cancellation, direction for resolution via email with security department! After several email exchanges trying to explain what happened! They enabled a withdrawal method, and this time it was done almost instantly! Too bad I had all this wear and tear and headache! But thanks! Was solved!!!

Então... Após novo cancelamento, direcionamento para resolução via email com dpto de segurança! Após diversas trocas de email tentando explicar o ocorrido! Habilitaram um método de saque, e dessa vez foi feito quase que instantaneamente! Pena ter tido todo esse desgaste e dor de cabeça! Mas graças! Foi resolvido!!!

Dear Vivi455,

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,

Casino.Guru