Hello Casino Guru Team,

I have a withdrawal of 500 euro on 02/27/2023 [the withdraw is 2023-02-27 23:24:28 withdraw | 500.00 EUR] applied for at Spinpirate Casino.

My account was fully verified before!

However, this payment has not yet been processed.

The status has been unchanged on Pending for 8 days!

I have previously written to the friendly Amaya Springs from live chat who has previously helped me at related Scatterhall casino.

Unfortunately, my withdrawal of 500 euros took a total of 20 days to reach my account, although I had previously requested 2 withdrawals from Scatterhall and these were processed relatively quickly.

I contacted live chat there several times and after 20 days filed a complaint with Casino Guru which was subsequently resolved.

I really have a lot of patience, but I don't always want to wait 20 days for a payout!

In addition, I have to make another 11 payments until I have received the full amount.

Also, I can't make a second payout if the current one hasn't been processed.

I would like to ask the casino to speed up the withdrawal process so that I can receive my money and then deposit again and take advantage of the great bonuses.

I have contacted the live chat several times and they said my payout will be processed very soon.

I sincerely hope that this matter will be resolved as soon as possible and once again I ask the casino to speed up the withdrawal process as waiting a long time for your money can be very frustrating.

Thanks in advance to Spinpirate Casino and Casino Guru

Best regards

Hallo Casino Guru Team,

Ich habe am 27.02.2023 eine Auszahlung von 500 euro [the withdraw is 2023-02-27 23:24:28 withdraw | 500.00 EUR] bei Spinpirate Casino beantragt.

Mein Account war schon vorher vollst?ndig verifiziert!

Jedoch wurde diese Auszahlung bisher nocht nicht bearbeitet.

Der Status steht schon seit 8 Tagen unver?ndert auf Pending / Ausstehend!

Ich habe zuvor mit der freundlichen Amaya Springs vom live chat geschrieben, die mir schon vorher bei dem verwandten Scatterhall casino geholfen hat.

Dort dauerte meine Auszahlung von 500 Euro leider insgesamt 20 Tage bis diese mein Konto erreicht hat, obwohl ich bereits vorher 2 Auszahlungen bei Scatterhall beantragt habe und diese relativ zügig verarbeitet wurden.

Ich habe dort den live Chat mehrmals kontaktiert und nach 20 Tagen eine Beschwerde bei Casino Guru eingereicht, die anschlie?end gel?st wurde.

Ich habe wirklich sehr viel geduld, aber ich m?chte nicht immer 20 Tage auf eine Auszahlung warten!

Zudem ich noch weitere 11 Auszahlungen t?tigen muss bis ich die volle Summe erhalten habe.

Ich kann auch keine zweite Auszahlung t?tigen wenn die aktuelle nicht bearbeitet wurde.

Ich m?chte gerne das Casino bitten den Auszahlungsprozess zu beschleunigen, sodass ich mein Geld erhalte und danach erneut einzahlen und die tollen Boni nutzen kann.

Ich habe schon mehrfach den live chat kontaktiert und da hie? es meine Auszahlung wird sehr bald bearbeitet.

Ich hoffe sehr, dass diese Angelegenheit schnellstm?glich gel?st wird, und bitte nochmals das Casino darum den Auszahlungsprozess zu beschleunigen, da es sehr frustrierend sein kann eine lange Zeit auf sein Geld zu warten.

Ich bedanke mich im vorraus bei Spinpirate Casino und bei Casino Guru

Mit freundlichen Grü?en

Dear benzj044,

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

Dear benzj044,

We regret to inform you that we have experienced some system issues recently which has resulted in a delay in cashouts. We are currently working diligently to rectify the situation and are doing our best to process all pending payments as quickly as possible.

We appreciate your patience and understanding during this time.

Best regards,

Spinpirate

Dear Casino Guru team,

Dear Spinpirate Casino Team,

I can understand that the casino had some system issues that caused delays in the withdrawal processes.

However, I would like to ask you to speed up my payout process!

They say they had system problems; so I assume these have been resolved.

So far, since February 27th, 2023, I have only received a payment of 500 euros after 10 days.

I requested a second payout of 500 euros on 03/08/2023, which is still displayed as Pending. It's been more than two business days since then!

Since only one payout of 500 euros per day is possible, which has to be processed in order to make another one, the whole payout process takes a long time!

I ask again to speed up the payout process!

I would like to thank the Spinpirate team for your efforts and I would also like to thank the Casino Guru team

Best regards

Hallo verehrtes Casino Guru Team,

Hallo verehrtes Spinpirate Casino Team,

Ich kann verstehen dass das Casino einige Systemprobleme hatte, die zu Verz?gerungen bei den Auszahlungsprozessen geführt haben.

Jedoch m?chte ich Sie darum bitten meinen Auszahlungsprozess zu beschleunigen!

Sie sagen sie hatten Systemprobleme ; also nehme ich an dass diese gel?st worden sind.

Ich habe bis jetzt, seit dem 27.02.2023 also erst nach 10 Tagen eine Auszahlung von in H?he von 500 Euro erhalten.

Ich habe am 08.03.2023 eine zweite Auszahlung von 500 Euro beantragt, die immer noch als Ausstehend bzw. Pending angezeigt wird. Es sind mehr als zwei Werktage vergangen seitdem!

Da nur eine Auszahlung in H?he von 500 Euro am Tag m?glich ist, die zus?tzlich bearbeitet werden muss um eine weitere zu t?tigen, zieht sich der ganze Auszahlungsprozess erheblich in die L?nge!

Ich bitte nochmal darum, den Auszahlungsprozess zu beschleunigen!

Ich bedanke mich liebes Spinpirate Team für Ihre Bemühungen und bedanke mich ebenfalls beim Casino Guru Team

Mit freundlichen Grü?en

Dear benzj044,

Have you received your withdrawal from the casino yet?

Hello dear Kristina,

Hello dear Spinpirate team,

So far I have only received a payout of 500 euros. I submitted this on 02/27/23 and received it on 03/09/23, i.e. 10 days later.

I requested a second payout of 500 euros on 3/8/23 and still haven't received it or is it still pending and not processed.

It is very nerve wracking to wait so long for a payout. If each payout takes 10 days then it takes me more than 4 months to pay out everything.

I ask again to speed up the payout process. Because I can no longer deposit as long as my withdrawals are not processed quickly and I have received everything.

I ask that you leave this case open until I have received all my withdrawals and the withdrawal process has accelerated.

I would like to thank casino guru for the great support and I would also like to thank the Spinpirate Casino team and hope that they will prioritize my payouts and process them quickly.

Best regards

Hallo liebe Kristina,

Hallo liebes Spinpirate Team,

Ich habe bis jetzt nur eine Auszahlung in H?he von 500 Euro erhalten. Diese habe ich am 27.02.23 gestellt und am 09.03.23 erhalten, also 10 Tage sp?ter.

Ich habe am 08.03.23 eine zweite Auszahlung in H?he von 500 Euro beantragt und diese immer noch nicht erhalten bzw. Ist diese immer noch Ausstehend und nicht bearbeitet worden.

Es ist sehr nervenzerrend so lange auf eine Auszahlung zu warten. Wenn jede Auszahlung 10 Tage dauert dann brauche ich mehr als 4 Monate um alles auszuzahlen.

Ich bitte nochmals darum den Auszahlungsprozess zu beschleunigen. Denn so kann ich auch nicht mehr einzahlen solange meine Auszahlungen nicht schnell bearbeitet werden und ich alles erhalten habe.

Ich bitte darum diesen Fall offen zu lassen bis ich alle meine Auszahlungen habe und der Auszahlungsprozess sich beschleunigt hat.

Ich bedanke mich sehr bei casino guru für die tolle Unterstützung und ebenfalls bedanke ich mich beim Spinpirate Casino Team und hoffe dass diese meine Auszahlungen priorisieren und schnell bearbeiten.

Mit freundlichen Grü?en

Do I understand correctly that you can have only one pending withdrawal at a time?

Dear benzj044,

We would like to apologise for the inconvenience caused by the ongoing issue with NodaPay. It has turned out to be a bigger problem than initially anticipated. However, we want to assure you that our team is working hard to resolve all outstanding and missing payouts, and we expect to have all issues resolved by the end of this week.

We understand that this delay may have caused frustration and inconvenience to you, and for that, we offer our sincere apologies. To show our appreciation for your patience during this time, we are working on a small gesture that will be added to your accounts next week. You will receive an email about this shortly.

We want to emphasise that all cashouts will be processed, and we are doing everything we can to ensure that this happens as soon as possible. Once again, we apologise for the inconvenience caused and appreciate your understanding.

Thank you for your continued support.

Best regards,

Spinpirate

Hello Kristina,

Yes exactly I can only have one pending payout. As long as this is pending for a week or longer, you cannot make another one.

Hello Spinpirate,

I'm excited and hope that everything will be processed quickly by the end of this week.

Best regards

Hallo Kristina ,

Ja genau ich kann nur eine ausstehende Auszahlung haben. Solange diese aussteht eine Woche oder l?nger kann man keine weitere t?tigen.

Hallo Spinpirate,

Ich bin gespannt und hoffe dass Ende dieser Woche alles schnell bearbeitet wird.

Mit freundlichen Grü?en

Dear benzj044,

We would like to inform you that the final stages of testing have started this morning, and all payments and processing will resume on Monday, March 27th. We understand that this has been a frustrating experience for everyone, and we apologise for the inconvenience caused.

As mentioned previously, you should all soon find a goody in your player accounts as a token of our appreciation for your patience and understanding. We hope that this gesture will help make up for the disruption caused by the recent issues.

Again, we apologise for the entire mess and assure you that we are doing everything we can to resolve the situation as quickly as possible. Thank you for your cooperation and continued support.

Best regards,

Spinpirate

Hello everyone,

Thank you both for your replies. Hopefully, this issue will be resolved soon.

benzj044, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear benzj044,

We would like to take this opportunity to express our sincere appreciation for your patience and understanding during the recent delay in processing payments. We understand that this has been a frustrating time for you, and we want to assure you that we have been working tirelessly to resolve the issue as quickly as possible.

We would like to apologise for any inconvenience this may have caused you and for any stress or worry that it may have caused. Unfortunately, we have been experiencing a larger issue with one of our payment portals, which has impacted our ability to process payments as efficiently as we would like.

However, we are pleased to announce that payments are now moving again, and we will be processing cashouts for our players today. We know that this news will come as a relief to you, and we are working hard to ensure that this delay does not happen again in the future..

As a token of our appreciation for your understanding, we would like to let you know that each player will find a small goodie in their account in the coming days. We hope that this gesture will help to make up for any inconvenience caused and that you will be able to enjoy your time playing on our platform.

Once again, we apologise for any inconvenience caused by the delay in processing payments. We wish you the best of luck with the goodie you will receive soon and look forward to continuing to provide you with the best possible gaming experience.

Thank you for your continued support and understanding.

Sincerely,

Scatterhall / Spinpirate

Hello dear Kristina,

Hello dear Spinpirate team,

So nothing has happened yet in terms of payouts!

The second payment from 3/8/23 is still in transit status.

The third payout from 03/16/23 is still on status pending.

It would be very commendable if they would prioritize and expedite these payouts, and subsequent payouts as well, to compensate for the delays incurred previously!

From February 27th, 2023 to March 27th, 2023, I only received one payment on March 9th, 2023 over a period of a whole month, namely the one that I made on February 27th, 2023.

Payments should be taken today according to Spinpirate!!

I will report as soon as there is positive news.

Best regards

Hallo liebe Kristina,

Hallo liebes Spinpirate Team,

Also bis jetzt hat sich bezüglich der Auszahlungen noch nichts getan!

Die zweite Auszahlung vom 08.03.23 ist immer noch auf status transit.

Die dritte Auszahlung vom 16.03.23 ist immer noch auf status pending.

Es w?re sehr lobenswert wenn man diese Auszahlungen mit Priorit?t und beschleunigt bearbeiten würde, sowie die danach folgenden Auszahlungen ebenfalls, um die zuvor entstandenen Verz?gerungen zu kompensieren!

Ich habe Vom 27.02.23 bis zum 27.03.23 also im Zeitraum von einem ganzen Monat nur eine einzige Auszahlung am 09.03.23 erhalten und zwar diejenige, die ich am 27.02.23 gestellt habe.

Die Zahlungen sollten heute aufgenommen werden laut Spinpirate!!

Ich werde berichten sobald es positive Neuigkeiten gibt.

Mit freundlichen Grü?en

Hello Kristina,

Hello Spinpirate,

It's really unbelievable that nothing has happened until now. I mean, patience has limits. We have now reached the end of the week and Monday was told that withdrawals would begin.

But nothing has happened at all. I wrote to the live chat 2 times and it always says shortly. One payout is still in transit and the other is pending since early March. So I've only had one payout for more than a month since February 27th. How long is this all supposed to last?

I ask that my pending withdrawals and subsequent withdrawals be processed very quickly to make up for all the stress and waiting.

Hallo Kristina,

Hallo Spinpirate,

Es ist wirklich unglaublich dass sich bis jetzt noch nichts getan hat. Ich meine Geduld hat doch Grenzen. Wir haben jetzt Ende der Woche erreicht und Montag wurde gesagt dass die Auszahlungen aufgenommen werden.

Es hat sich aber überhaupt nichts getan. Habe den live chat 2 mal angeschrieben und es heisst immer in Kürze. Eine Auszahlung ist noch auf transit und die andere ist pending seit Anfang M?rz. Ich habe seit dem 27 Februar also mehr als einen Monat nur eine Auszahlung bekommen. Wie lange soll das ganze noch dauern.

Ich bitte darum meine offenen Auszahlungen und die darauf folgenden Auszahlungen sehr schnell zu bearbeiten als Wiedergutmachung für den ganzen Stress und das lange Warten.

Thank you very much, benzj044, for your cooperation. I will now transfer your complaint to my colleague Tomas ([email protected]) 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 players,

We hope this message finds you well. We regret to inform you that it has come to our attention that payments are still being stuck at NodaPay. We were only made aware of this issue Thursday Late afternoon and have been trying to contact NodaPay to resolve it. Unfortunately, we have not been able to get through to them so far.

In the meantime, we want to let you know that Live Chat will be booking the goodies onto player accounts from today onward (one goodie per account waiting). If you have been affected by this issue and are still awaiting your goodie, please get in touch with Live Chat about it.

We understand how frustrating this situation can be, and we appreciate your patience and understanding as we work to resolve this issue. Thank you for your continued support, and we will keep you updated on the progress of this matter.

Best regards,

Scatterhall / Spinpirate

Dear benzj044,

This is Tomas, and I have taken over your complaint.

First of all, I understand the situation on both sides. We all want to have this case resolved as soon as possible.

I will now extend the timer for additional 7 days. Spinpirate Casino, please keep us updated on any developments. Hopefully, the issues with your payment provider will be fixed soon.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Thomas,

Do you maybe have an update for me? My withdrawals still haven't been processed!!

When asked in chat the casino chat tells me that there are no updates and I should write an email to finance@scatterhall 2 days ago. But didn't get an answer.

Hello Spinpirate,

Can you tell me when I will receive my winnings? It has now been more than 6 weeks.

Hallo Thomas,

Hast du vielleicht ein Update für mich? Meine Auszahlungen wurden immer noch nicht bearbeitet !!

Auf Anfrage im chat sagt mir der casino chat dass es keine Updates gibt und ich soll eine Email an finance@scatterhall schreiben vor 2 Tagen. Habe aber keine Antwort erhalten.

Hallo Spinpirate,

K?nnen Sie mir sagen wann ich meine Gewinne erhalten werde? Es sind jetzt mehr als 6 Wochen vergangen.

Dear benzj044,

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas