Spinrollz Casino - Затримка зняття коштів

Hello,

I requested withdrawals of €500 on October 22, 2025, and then another €500 each day thereafter until the limit of €1500 was reached. There is still €3760 in the account.

Nothing has happened since then; live chat is almost impossible to reach, and when you do, they just say it's being forwarded. The terms and conditions state that payouts take 3 business days.

Hallo,

habe am 10/22/2025 Auszahlunge von 500€ beantragt in den folgenden Tagen jeweils weitere 500€, bis das Limit von 1500€ erreicht war. Es sind noch 3760€ auf dem Konto.

Seither tut sich nix mehr, livechat ist kaum zu erreichen und wenn wird nur gesagt das es weitergeleitet wird. In den AGB‘s steht das Auszahlung 3 Werktage dauern.

Important notice:

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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 Ecky,

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

As of today, November 3rd, 2025, there has been no further processing; this seems to be a tactic to lose one's profit again.

Bis heute 03.11.25 noch keine weitere Bearbeitung, scheint eine Taktik zu sein seinen Gewinn wieder zu verlieren

Hello,

There has been no further action to date; this is highly questionable. I urge you to get involved here.

Thank you

Hallo,

auch bis heute keine weitere Bearbeitung, sehr fraglich. Bitte euch sich hier mit einzuschalten.

Vielen Dank

Dear Ecky,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Attila,

Thank you for your inquiry, but unfortunately nothing has happened.

Best regards

P******

Hallo Attila,

vielen Dank der Nachfrage, aber leider hat sich nichts getan.

viele Grüße

P******

Dear Ecky, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify whether you have made successful withdrawals in this casino before?

· Could you let us know how long did your last successful withdrawal 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 once again for your patience and cooperation.

Best regards,

Attila G.

Hello Atilla,

After I complained directly to the casino, I received an apology and was told they would prioritize my withdrawal. €500 was indeed paid out, but the two remaining withdrawals were canceled without explanation. The payout process therefore took from October 22nd to November 7th.

According to the website, authentication is not necessary; otherwise, I would have done it.

Currently, there is €6200 left to be paid out because I continued playing 🫣.

I deposited using Apple Pay, and withdrew via bank transfer.

Best regards

*******

Hallo Atilla,

nach meiner Beschwerde beim Casino direkt, kam eine Entschuldigung und man werde mich bevorzugt Auszahlen. Es wurden auch 500€ Ausgezahlt, jedoch die 2 weiteren Auszahlungen ohne Angabe von Gründen storniert. Die Auszahlung hat somit vom 22.10 bis 07.11 gedauert.

Eine Authentifizierung ist laut Homepage nicht notwendig, sonst hätte ich diese vorgenommen.

Aktuell sind nun 6200€ noch zur Auszahlung übrig, weil ich weiter gespielt hatte 🫣.

Eingezahlt habe ich mit Apple Pay, Auszahlung per Banküberweisung.

Viele Grüße

*******

Dear Ecky, thank you for your response. Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello Attila,

I have forwarded the communication with Spinrollz to the email address you provided.

Best regards

Ecky

Hallo Attila,

ich habe dir die Kommunikation mit Spinrollz auf die von dir angegebene Mail weitergeleitet.

viele Grüße

Ecky

Dear Ecky

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila Gorkij

Dear Ecky,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinrollz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Ecky,

We sincerely apologize for any inconvenience this matter may have caused.

Please be assured that the relevant department has been notified and is currently reviewing the situation.

Once the necessary investigation is completed and we receive further updates from them, we will promptly inform you.

Thank you for your understanding and patience.

Kind regards,

Spinrollz Casino Team

Hello Jana, Hello Spinrollz,

Today my three withdrawals were cancelled, again without explanation. I've also received no response to my direct inquiry with Spinrollz. This approach is highly questionable and rightly deserves criticism.

I request prompt processing.

Best regards

Ecky

Hallo Jana, Hallo Spinrollz,

heute wurden meine 3 Auszahlungen storniert, wieder ohne Angaben von Gründen. Auch auf meine Anfrage direkt bei bei Spinrollz bekomme ich keine Antwort. Die Vorgehensweise ist schon sehr bedenklich und denke zurecht mit Kritik zu betrachten.

Ich bitte um zeitnahe Bearbeitung.

viele Grüße

Ecky

Hello everyone,

To remain fair and objective, I wanted to share some good news and some very good news. The good news is that the casino has started paying out. After inquiring in the live chat about why the payments were canceled, I was told that the bank transfer was the problem. Therefore, I had the withdrawals processed via Visa. This worked, and the casino is now paying out. The very good news is that I won another €21,000, bringing my total winnings to €26,500, of which €1,500 have already been paid out.

Best regards, Ecky

Hallo zusammen,

Um fair und sachlich zu bleiben, wollte ich mitteilen, dass es gute und sehr gute Nachrichten gibt. Die gute Nachricht das Casino fängt an auszuzahlen auf Nachfragen im Live Chat warum die Zahlungen storniert wurden, wurde mir mitgeteilt, dass der Bank Transfer das Problem sei. Somit habe ich die Auszahlungen über Visa tätigen lassen. Dies hat auch funktioniert. Somit zahlt nun das Casino aus. Die sehr guten Nachrichten sind, ich habe noch mal 21.000 € gewonnen und somit stehen nun insgesamt ein Gewinn von 26.500 zur Auszahlung bereit, wovon 1500 € bereits ausgezahlt wurden.

Viele Grüße, Ecky

Dear Ecky,

thank you for your update. Please keep us informed when you receive more funds.

Dear Ecky,

We hope you are well.

The relevant department has informed me that we will need to complete a KYC verification in order to proceed with your withdrawal requests.

To finalize this process, kindly provide the following documents:

Valid ID.

Selfie Photograph.

Payment Method Documentation (card or account used).

Proof of Address (POA).

Transaction History.

Selfie with ID.

Once we receive these documents, we will be able to continue with the processing of your withdrawals without further delay.

If you have any questions or need assistance submitting the requested items, please feel free to contact us.

Thank you for your cooperation.

Kind regards,

Spinrollz casino Team

Hello everyone,

I will send all the requested data in the next message. My player account states that it does not need to be verified, therefore I am also sending this data to the support email address.

Best regards

Ecky

Hallo zusammen,

ich sende hier in der nächsten Nachricht alle geforderten Daten, auf meinem Spielerkonto steht das mein Konto nicht verifiziert werden muss, daher sende ich dies Daten ebenfalls noch an die Mailadresse des Support.

viele Grüße

Ecky

Dear Ecky,

We hope you are well.

Following a review of your account, we would like to inform you that there are currently no pending withdrawals associated with your profile.

Thank you for your attention, and please let us know if there is anything else we can do for you.

Kind regards,

Spinrollz casino Team

Dear Ecky,

can you confirm that there are no pending withdrawals from your side?

Dear Ecky,

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,
Jana
Casino.Guru