Spin Oasis Casino - Výběr hráče byl zpožděn.

Hey team. I’d greatly appreciate your help as I’m being told the same thing week in week out with the replies getting shorter from the chat teams.

I’m new to these online casinos and someone I know had had some success with spin oasis so I thought I’d give it a crack.

My first withdrawal of $250 I was contacted within hours as there was a problem with the information I provided, fixed easily and the turnaround period from withdrawal request to it hitting my bank account was 11 days. Happy days

My next withdrawal of $1000AUD was requested on 12/06/2022 it’s still pending after 7 weeks. The deposit was made with a NOPLAYSALE code which had no playthrough with a 275 percent bonus with a max withdrawal of 10k

My next withdrawal of $2500AUD was requested on the 27/08/2022 which admittedly was only 8 days ago but the pattern doesn’t look good. This was with a VIPREALMS code which had a 30x playthough and no max cash out.

I can’t load any of my transactions history no matter what device I use however can still see in the cashier the details of the pending withdrawals.

I have multiple chat conversations of the assistants saying sorry for the delay however there is nothing they can do other than make a note and try and escalate the withdrawal. Also two emails with an attendant stating stating sorry the withdrawal team has been alerted and will escalate your withdrawal. I’ve asked if there is someone else I can talk to about my withdrawal and get the reply of sorry we’re doing everything we can.

Any insight would be amazing to help get this resolved.

Dear af718125 ,

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. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated both your winnings with an active bonus?

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

Thanks Kristina for your prompt reply.

I have had a successful withdrawal before. My account is fully verified with the appropriate documentation.

Both of my winnings have met the terms and conditions of the particular bonuses I used to deposit.

Thanks

Amanda

Thank you very much for your reply, af718125. Could you please advise when exactly you made your last successful withdrawal? Approximately how many days did it take?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Good Afternoon Kristina

my last successful withdrawal was $250 and was available in my bank account in the 14/06/2022. All 11 day turn around with the request date being 03/06/2023. After fees it was $215.50.

it was via a wire transfer using a swift code. The same withdrawal method request has been made

Thanks

Amanda

Before proceeding with this complaint, 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.

Good Morning Kristina

mad there were several screenshots and a few emails I have emailed them.

Thanks

Amanda

Thank you very much af718125 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 soon.

Thanks Kristina. Look forward to hearing from Tomas

Hello af718125 ,

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 Spin Oasis Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Spin Oasis Casino, could you please state the reason why the player's withdrawal has not yet been paid out?

Thank you in advance for providing the information.

Kind regards,

Tomas

Thanks Tomas

Overnight this happened this week. Still no processed payouts. But it appears the casino has changed but all details transferred over.

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’.

Dear af718125,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Tomas