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I'm very late with my withdrawals, it's been 20 days since I made the withdrawal and it still hasn't been paid. Casino support can't solve anything, they just give the same excuse.

Estou com saques muito atrasado, faz 20 dias que realizei o saque e ainda não foi pago. Suporte do cassino nada resolve, só sabem dar a mesma desculpa.

Dear player,

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?

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Dominika, so far no withdrawals I've made have been paid out. The verification has not yet been requested by the Casino. I'll send you the e-mail they sent me yesterday.

Olá Dominika, até o momento não foi pago nenhum saque que fiz . A verificação ainda não foi solicitado pelo Cassino. Irei enviar para você o e-mail que eles me me enviaram ontem.

Dear player, just to clarify a few more details.

Is this the only pending withdrawal you currently have in your casino account?

Or do you have multiple withdrawals that are still waiting to be processed?

If you have more than one, could you please send a screenshot showing all your pending withdrawals from your account?

Hello, I have 3 pending withdrawals and I also have an account balance of 2177 dollars waiting to be withdrawn.

Olá, tenho 3 saques pendentes e também tenho saldo na conta de 2177 dólares esperando para realizar saque.

Dear player, have you received any of the three pending withdrawals yet, or are they still being processed?

If you did receive any of them, have you requested any new withdrawals since then?

Hello, yes, the 3 outstanding withdrawals have been paid. After receiving them, I made 3 more withdrawals and I'm waiting for the payment. It remains to be seen whether payment will be made more than 30 days later.

Olá, sim foi feito o pagamento dos 3 saques pendentes. Após ter recebido realizei mais mais 3 saques, e estou aguardando o pagamento. Resta saber se novamente o pagamento será realizado com mais de 30 dias.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinit Casino representative to join this conversation.

Dear Spinit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Elifazgui,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Spinit Casino Team

Dear Spinit Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Mirka,

Thanks for reaching out.

We would like to update you on the case.

The player is currently passing a verification process with the relevant department.

We will update you when we have further information.

Best regards,

Spinit Casino Team

Dear player,

Could you please confirm, if you have been able to make any progress in your verification process?

Hi Mirka, I just logged in to see if the documents I sent had been verified, but I couldn't access my account because it's blocked and is being analyzed by Spinit.

Olá Mirka, fui entrar agora pra ver se estava concluído a verificação dos documentos que mandei, mas não consegui acessar a minha conta, pois ela se encontra bloqueada e está em análise pela Spinit.

Dear Spinit Casino,

Could you please specify, when the player can expect to receive results of the KYC process? Have all of the needed documents been submitted?

Thank you for your cooperation.

Just for the record. I've just made another withdrawal that was pending, but I can't access the account to withdraw the remaining balance.

Só para constar. Acabou de cair mais um saque que estava pendente, mas não posso acessar a conta para realizar o saque do saldo restante.

Dear player,

Have you received the requirements from the casino, and have you been able to submit needed information?

Hi, I haven't received an email, but I've already gone ahead and sent my cryptocurrency wallet details to Spinit support.

Olá, não recebi nenhum e-mail, mas já me adiantei e enviei os dados da minha carteira de criptomoeda para o suporte da Spinit.

Thank you for the update.

Please notify me, when you receive progress in your withdrawal process.

Hi Mirka, everything went well and the withdrawal was successful. Thanks to you and the whole team for your help and excellent work. Thanks to Spinit casino for finalizing the matter.

Olá Mirka, ocorreu tudo certo e o saque foi realizado com sucesso. Obrigado a você e toda equipe pela ajuda e excelente trabalho. Agradeço ao cassino Spinit por ter finalizado o assunto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear elifazgui,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka