The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Candy Spinz Casino - Withdrawal of player's winnings has been delayed.
Amount: €198
Candy Spinz Casino
Safety Index:HighSafety Index
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8.9
Candy Spinz Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Opened
Current status
Waiting for a delayed payment
0d 18h 56m 43s
Case summary
5 days ago
Public
Public
5 days ago
Translation
Dear Sirs,
On April 28th I made a withdrawal request of €198 from the online casino candyspinz via bank account. I would like to point out that I deposited via revolut.
on April 30th they ask me to send 2 documents: proof of withdrawal and proof of deposit. I sent them and after a few days my account is fully verified.
The requirement to play through at least 3 times the deposit (of 59 euros) has been met. All verification requirements have been met.
The problem is that the withdrawal request is still in pending status, it has not been verified yet. I have tried many times to write to the chat but they ask me to wait because the higher team has to check and verify the documents even though 10 days have passed.
I attach some documents to demonstrate my situation.
What do you advise me to do?
I await your kind reply
Kind regards
Roberto Bazzurro
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
5 days ago
Dear nick787,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Complaint is pending and will be processed in 0d 18h 56m 43s
