Spins Heaven Casino - Výběr hráče je zpožděn.

I've been waiting for withdrawal almost 3 months, they say it takes between 7-21 days. They don't answer to emails where I send my complaints and on live chat they put same copy and paste answers.

Dear Kamka46,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're facing with the withdrawal process.

I understand how frustrating it must be to wait for such a long time and not receive proper responses. To help us investigate this further and better understand your situation, could you please provide the following details?

1. When did you first initiate the withdrawal?
2. Have you received any specific reason from the casino for the delay, aside from the standard response?
3. Could you confirm whether the casino has requested any additional documents from you that might be delaying the process?
4. Have you tried escalating the issue with a specific department or manager, and if so, what was their response?

Your cooperation in providing these details is crucial to moving forward and resolving the issue. We want to ensure we can act as quickly and effectively as possible. If you have any relevant communication with the casino, feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the situation.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

1. I first asked for withdrawal on 19.12.2024

2. The response about delay is always same: we're experiencing a high volume of withdrawal requests that's making process last longer

3. The casino haven't requested any additional documents for verification or anything like this

4. Yes I've tried emailing to the department of claims but after sending 3 emails I haven't received any answer.

Dear Kamka46,

Thank you for reaching out. To better understand your situation and assist you effectively, could you please clarify the following details?

1. Were your winnings obtained using a bonus, or were they from regular gameplay without any bonus funds?
2. Have you successfully withdrawn any winnings from this casino in the past?

Looking forward to your reply.

1. The winnings was without any bonus. Never used any bonuses

2. I didn't have any successful withdrawal before

Thank you very much, Kamka46, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Kamka46,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Spins Heaven Casino outside this complaint thread and let you know any new information once I receive it.

Thank you in advance for providing the information.

Dear Kamka46,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett