Spins Heaven Casino - Odstoupení hráče je zpožděné a nevyřešené.

I requested a withdrawal of £450 on 06.02.25, the website states 24-48 hours for withdrawals to be processed. The chat on the website says 7-21 working days. On Thursday 06.03.25 it will be 21 working days. I have had no reply’s to any of my emails, which were sent over 2 weeks ago. When you go through chat, it is just copy and paste answers. I deposited over £600 and won £450 fairly. My account was verified within minutes. I have never experienced any issues with any other gaming sites regarding withdrawals. Since joining Spinsheaven I have received numerous scam calls, even though I opted out of marketing information. I feel really disappointed with the lack of support from Spinsheaven. The reviews on trust pilot are very negative.

Dear kazzas1067,

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?
• Which payment method to withdraw your winnings have you opted for?
• Did you accumulate your winnings with or without 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

Hi Kristina,

I have never received any successful withdrawals. I used my bank Visa Debit card for all my deposits. I never activated any bonus, promotions etc on any of my deposits.

I received an email please see below, 01.02.25 please see below, this was a no wager, and I could have withdrawn the £70 but decided to play with it.

Dear Karen,

I hope this email finds you well.

I am delighted to inform you that as a valued VIP player, we have credited your account with an exclusive cashback.

This is our way of expressing appreciation for your loyalty and support

*In order to use this no-wager cashback, you have to got on section Bonuses > VIP-cashback > click on "Claim Now" button to activate it

Should you have any questions or need assistance with anything else, please do not hesitate to contact me directly.

Thank you for choosing us as your preferred gaming platform. I look forward to providing you with exceptional service and exciting experiences in the future.

Kind regards,

Nicolas

Spinsheaven

Account manager

Please see screenshot of withdrawal request and of chat conversations

Please see screenshot below of conversation this morning on chat with someone called Becky. As of yet I have still not received my winnings.

Thank you very much, kazzas1067, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 kazzas1067,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spins Heaven Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spins Heaven Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Please see below screenshots of conversation with Becky from Spinsheaven.

Hi I have now been blocked from chat this is an appalling website who are complete scammers who just do not pay out any winnings

I have now received my £450 winnings

Thank you, kazzas1067, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru