Spins Heaven Casino - Вилучення гравця відкладено.

Withdrawal of £1000 submitted 3 weeks ago, still pending and still reversible after all this time. Live chat agents unhelpful and emails non responsive. Disgusting and criminal behaviour. Account was fully verified over 3 weeks ago. Many on here in the same position.

Dear Thomas-091,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Have you made any successful withdrawals before?

Nope

Did you accumulate your winnings with or without an active bonus?

Without bonus, I deposited £100 and requested £1000 withdraw, as in the small print it says only allowed to withdraw up to 10x the last deposit amount.

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I have talked on live chat and they quickly cut you off as soon as you mention withdrawal- they send you an automated message to say it takes 7-21 days then leave. I emailed one email 3 weeks ago to make them aware and ask about my withdrawal and they never replied.

Thank you very much for your reply, Thomas-091. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi I would do what you asked but they’ve blocked me from communicating. I wanted a transcript sent to me but I politely asked about my withdrawal and the fact it had been over 21 working days and they sent an automated message same as everyone else just saying it may take longer and so on. Absolutely disgusting no apology and no offer to forward my message to another department for example. Quickly closed down my chat and blocked me from opening up the live chat symbol on there website. This is disgraceful behaviour and extremely suspicious. Nobody on here will receive any money and they will not get any response from this "casino" police need to be involved in my opinion!

Thank you very much, Thomas-091, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Thomas-091, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spins Heaven Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and the communication is being blocked? I would also appreciate if you could provide us with any and all relevant evidence. Sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I see the timer has ran out so this means it’s unresolved due to the casinos lack of response correct? I have still not received any withdrawal.

Dear Thomas-091, unfortunately it means exactly what you think. I have tried to contact the casino repeatedly, but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future, to avoid situations like this. I am sorry I could not be of more help on this occasion. :(

Best regards,

Matej