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I played on Spincasino.com. I won 270 euros and made 2 withdrawal requests at the same time (220 e and 50 e). I made the withdrawals on Tue 18.2 at around 3 pm. According to the casino, processing withdrawals, including payment, takes 24 - 48 hours. I made the withdrawals to Trustly. The 48 hours expired yesterday at 3 pm. Today at 3:30 pm, according to the casino, my withdrawals are still being processed by the banking department, even though I sent them a request for rushing, etc. yesterday. No response has been received. The casino also refuses to compensate for any financial or emotional harm caused by waiting. Can you help me get my money? Thank you. TV

Pelasin Spincasino.com sivustolla. Voitin 270 euroa ja tein 2 nostopyyntöä samaan aikaan (220 e ja 50e). Nostot tein ti 18.2 n. klo 15. Kasinon mukaan nostojen käsittely ml. maksu vie 24 - 48 h. Tein nostot Trustlylle. 48h umpeutui eilen klo 15. Tänään 15.30 nostoni ovat kasinon mukaan yhä pankkiosaston käsittelyssä vaikka jo eilen heiltä laitettiin kiirehtimispyyntöä jne. Mitään vastausta ei ole saatu. Kasino ei myöskään suostu korvaamaan mitään odottelusta syntynyttä taloudellista tai henkistä haittaa. Voitteko auttaa asiassa että saisin rahani? Kiitos. T. V.

Dear villemavelin,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear villemavelin,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.