Spins Heaven Casino - Вилучення гравця відкладено.

Afternoon,

i withdrew £800 on 4th march.

This was not with bonus spins as i gave deleted the bouns spins and started again and deposited over £700 into here then i won and took the above amount. I still have £315 in the acc which i dont want to touch and i am not able to withdraw yet.

All the reviews are negative which dont fill me confidence ten chat service keeps saying i will get an email

and will be imminent however nothing received

Dear Jamiejo83,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you, could you please provide the following details?

1. Could you confirm whether you received the £800 you requested for withdrawal on 4 March, or if your complaint concerns the delay in processing this payment?
2. Could you kindly specify the bonus spins you initially activated and played with? If possible, please send me the link or a screenshot of the bonus you took. Was it a free bonus? What was the balance in your account when you deleted the bonus spins?
3. Did you accumulate your winnings only after the bonus spins were deleted?
4. Has the casino customer support explained why you are unable to request the withdrawal of your remaining winnings of £315?

I hope we can help you resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Veronika

1.Could you confirm whether you received the £800 you requested for withdrawal on 4 March, or if your complaint concerns the delay in processing this payment? I havent recieved this and am concerned due yo reviews.

Could you kindly specify the bonus spins you initially activated and played with? If possible, please send me the link or a screenshot of the bonus you took. Was it a free bonus? What was the balance in your account when you deleted the bonus spins? Yes i deleted the balance as it was bonus and wouldnt allow me to withdraw and started again when j won £800

Did you accumulate your winnings only after the bonus spins were deleted? Yes correct

Has the casino customer support explained why you are unable to request the withdrawal of your remaining winnings of £315? No as its pending £800 it wont slliw me to take another one

Thank you for reaching out. Generally, we recommend waiting up to 14 days for withdrawals to appear in your bank account after submitting a request. Delays can happen due to pending KYC verification, a high volume of withdrawal requests, gameplay review, or other factors beyond the casino’s control.

Since the 14-day period is nearly over, could you please confirm the following?

• Have you received any updates regarding your withdrawal?
• Have you completed the full KYC verification process?
• Have you successfully withdrawn funds from this casino before?

Your answers will help us better understand the situation and assist you further.

Since the 14-day period is nearly over, could you please confirm the following?

Have you received any updates regarding your withdrawal?

no everytime i chase i get same response even when i talk to agent

Have you completed the full KYC verification process? Yes verification shows accepted

Have you successfully withdrawn funds from this casino before? No

Your answers will help us better understand the situation and assist you further.

Thank you very much, Jamiejo83, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you look forward to hearing from you soon.

Hello Jamiejo83,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thankyou i will do

That was todays response

Hi Martin,

it seems now i have been blocked on the chat do i am not able to communicate. Even though the same message is sent everytime regarding 21 days.

have you had any contact?

thanks

Hello Jamiejo83,

I have contacted the casino, fingers crossed they can give us more information about the matter. I understand your frustration, but all we can do now is wait.

Thanks Martin

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.

Morning,

did you get any response from the casino?

Dear Jamiejo83,

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 its 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. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Martin Lambert