Spinbookie Casino - Výběr hráče je zpožděn.

I have deposited money to spinbookie and finished wagering requirement. I tried to withdraw 20 000NOK in late October.

They keep telling me the withdrawal is delayed because of technical issue and refuse to give me a time frame.

This is absolutely outrageous and unprofessional.

Kind regards, Lars I***

Hello Larsen90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinbookie Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and is yes, since when exactly?

Verified yes, since mid October.

Did you accumulate your winnings with real money or did you use a bonus?

Winnings was accumulated with bonus yes. And I finished the bonus requirement.

When was the last time you spoke to the casino and what was it about?

4th of December, about my withdrawal. They told me they contact "financial department" as usual.

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

14 days would be lovely.. We are on pushing 50 days now.

The casino asked me for some verification again. I uploaded right away and will cross my winning for it to be able to withdraw within a week

Hello Larsen90,

It is common that the casino requests additional verification documents. Please let us know the outcome as soon as possible and if it wouldn't move your case forward, we will try to intervene.

Dear Larsen90,

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.

I have still not recived anything. Chat says technical issue as always.

I am writing to express my frustration and disappointment with the delay of my pending withdrawal. I requested a withdrawal from your casino in October and it is now 19. December, and I have yet to receive my funds.

I have contacted your customer support team multiple times and have been given conflicting information and assurances that the issue would be resolved shortly. However, it has been over 2 months, and I have yet to receive my payout.

As a valued customer, I expect timely and efficient service. The delay in receiving my withdrawal is unacceptable and has caused undue stress and inconvenience. I request that you take immediate action to resolve this issue and release my funds as soon as possible.

I would also appreciate a detailed explanation for the delay and assurances that this will not happen in the future.

I look forward to receiving a prompt response and resolution to this matter.

Sincerely,

Lars

Thank you Larsen90 for all the provided information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Larsen90,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Spinbookie Casino to join the conversation.

Dear Spinbookie Casino,

Can you please provide some information regarding the player's withdrawal delay?

Dear Michal,

Thank you for your assistance.

I am writing to follow up on the issue of the missing funds from my account at the casino.

Despite multiple inquiries and assurances from the casino, I have yet to receive any resolution or clarification on the matter.

It is my understanding that the casino has cited technical issues as the cause for the delay in resolving this issue.

While I understand that technical issues can arise, I am concerned about the length of time it has taken to resolve this matter and the lack of transparent communication on the status of the issue.

I would appreciate if you could please investigate this matter further and provide me with an update on the steps being taken to resolve the issue and compensate for any financial losses I have incurred as a result.

Thank you for your attention to this matter.

Sincerely,

Lars Iver

Hi,

There is still some delays on withdrawals. The player can have a look at the following link, where he can find some official announcement information and company updates. I hope this clariefies the situation a little. I know it is very frustarting to wait for the money, but please note - things are worked on and will be fixed by the responsible teams

https://oddsen.nu/nyhet/spinbookie-og-bet90-gjoer-store-endringer-i-ledelsen/7596

I cannot give any other information than this, I am afraid. The issues should be fixed in the next couple of days /weeks though.

Regards

Franzi

Dear Larsen90,

Just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I fully understand your frustration and I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

With this being said, let's hope you will receive your withdrawals ASAP

Dear Larsen90,

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.