Spinrollz Casino - Výběry hráčů se zpožďují.

I joined Spinrollz this month and after considerable activity I was given level 3 VIP status with enhanced withdrawal options. My activity didn’t reduce but I didn’t deposit as I had significant winnings but as soon as I withdrew I was downgraded to level 1 despite big activity. They also are continuing to delay my payment stating due to high volume. There terms are up to 3 business days but my 3 pending withdrawals are still being processed. I have €1500 being processed and a remaining balance of €20000 and they are delaying withdrawals. They keep giving me generic responses.

Dear PaulM1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. 

However, even if your casino VIP status has been downgraded, we are unable to compel the casino to reinstate your previous status. Each gambling establishment has its own VIP tiers, and we cannot dictate the rules or determine who should be upgraded or downgraded. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.

Furthermore, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

That’s fine. I received funds when I was VIP. I will revert after 14 days. Since I can only withdraw €500 a day and €5000 a month and limited to 3 requests at a time it could take a year to receive the full €21,500. My fear is that they cease and close before my balance is withdrawn

Dear PaulM1,

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.