Spinpirate Casino - 플레이어가 상금을 인출하기 위해 고군분투하고 있습니다.

Dear all,

today I decided to submit a complaint against Spinpirate Casino. I am heavily unsatisfied with their withdrawal practices. The casino has an ultra low withdrawal limit of 500 € per transaction which I was aware of before playing. And I was fine with it since their terms state that withdrawals are processed within one to two business days. However, for the last 2 weeks the casino constantly stalls my withdrawal requests beyond the before mentioned timeframe depicted in the casino terms. My second last withdrawal was requested on Monday 13th of February and processed on Thursday 16th of February after contacting the support multiple times. Until today (21st of February) the funds did not reach my bank account. My last withdrawal, which I placed on Thursday 16th is still in pending state up to now.

I received 1500€ of 7000€ in 14 days which is not acceptable.

Considering the low withdrawal amount allowed per transaction, I request the casino to stick to their own terms and process my remaining payouts in due time.

Regards

Dear PrinceNaseem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"4.2 WITHDRAWALS4.2.1 At any time, You can decide to withdraw part or all Your funds from Your Account by selecting from the various options made available by Us. There is a general limit on withdrawals of five hundred Euros (€500) per user, per day, two thousand Euros (€2,000) per user, per week (excluded progressive jackpot winnings). Depending on the currency and on the chosen withdrawal option, certain transaction fees may apply. We will not charge any fees for withdrawals; However, You shall bear all costs for financial institutions or payment processor fees. Once all the available funds have been withdrawn, the player has the right to close his account if he wishes to do so."

Could you please advise when exactly you received the last successful withdrawal? How many pending withdrawals you can have at the same time?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Dear Kristina,

your swift reply is much appreciated.

I received the last successfull withdrawal on Monday 13th of February.

Only one pending withdrawal is allowed. That means I am unable to queue further withdrawals until the previous one is processed. This is what it makes so lenghty and frustrating.

And to be precise, I am not dissatisfied with the withdrawal policy of the casino as the case summary suggests, I accepted the casino terms when signing up, I am dissatisfied with the withdrawal practices. If the casino followed their own terms and adhered to the set time frames I would not complain at all.

Best Regards

Dear PrinceNaseem,

I understand that you've been waiting for your payout since February 16th, and I apologise for any inconvenience this has caused. Our casino experienced some system issues in the last couple of weeks which has caused delays in processing payouts. However, I want to assure you that your payment will be processed soon and forwarded to your account as soon as possible.

I understand that this delay is frustrating for you, but please be assured that we are doing everything we can to expedite the payment process. We value you as a customer and appreciate your patience and understanding during this time.

If you have any further questions or concerns, please don't hesitate to reach out to our customer service team, and we will do our best to provide you with the information you need. Thank you for choosing our casino, and we hope to continue serving you in the future.

Sincerely,

Spinpirate

Hello everyone,

Thank you both for your replies.

PrinceNaseem, I will keep this complaint open until you receive your withdrawal. Please, keep us informed about any further development.

Dear all,

the casino speeded up the withdrawal process. Currently I am waiting for my last 500€ to be processed.

Regards

Awesome, please, let me know as soon as you receive the last payment. Thank you!

Dear PrinceNaseem,

I am pleased to inform you that your payment has been fully processed and released to you today on March 6th. Please check your account to confirm that you have received the payment.

I would like to apologise for any delay in processing your payment. We understand that timely payment is crucial for our players, and we take this matter very seriously. Rest assured that we are always working to improve our payment processes and ensure that our players receive their winnings as quickly as possible.

Thank you for choosing our casino to enjoy your gaming experience. We value your loyalty and look forward to seeing you back in our casino soon. If you have any questions or concerns, please do not hesitate to contact our customer support team, who will be more than happy to assist you.

Wishing you all the best and continued success in our casino.

Sincerely,

Spinpirate

Dear Spinpirate Casino,

I can confirm that I recieved the last withdrawal. Thanks for speeding up the process.

Dear Kristina,

this complaint was resolved successfully.

Thanks.

Best Regards

Dear PrinceNaseem,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru