This casino is coming up with every excuse under the sun. My account was verified and I received an email that my withdrawal has been approved and processed. Funds have not been received to date and they re saying they have technical issues.

Now my withdrawal has been cancelled and I cannot cash out via the same deposit method.

Dear Meh5005,

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.

Everything was approved but they also keep asking for invasive documentation even after kyc has been completed. Very shady.

My withdrawal which was allegedly approved and processed was cancelled and now asking for complete bank statements which I'm not keen to send on.

Even if I request a crypto withdrawal they still want a bank statement.

I also need to add that I supplied them with screenshot of my transaction showing my name and account number, but they are still not approving it. I also sent them bank statements showing my Iban, etc but they are not budging. They won't accept any other proof and at this point, I'm very wary of giving them more than I should as it's a breach of privacy and I've no idea what they need all this documentation for.

But hey, they allow you to make deposits without any questions.

Dear Nick and Casino Guru team,

Thank you for giving us the opportunity to clarify the situation regarding the player’s withdrawal request.

We would like to confirm that the player's account had successfully passed KYC verification. The initial withdrawal was requested to a credit card, however, the transaction was cancelled by the bank. As a result, the funds were returned to the player’s account, and we informed the player accordingly, advising them to request the withdrawal using an alternative method.

The player then submitted a new request to their IBAN. In line with our standard verification procedures for this type of transaction, we requested a bank statement to confirm ownership of the account. While the case was under review and close to approval, the player cancelled the request and submitted a new one via cryptocurrency, which unfortunately is not available for withdrawal in this case. We once again advised the player to use their IBAN for the payout.

Eventually, the player followed this instruction, and we are pleased to confirm that the withdrawal request via IBAN was processed successfully.

We understand the player’s frustration due to the back-and-forth during this process, but we assure you that our team acted in accordance with internal policies and payment provider regulations to ensure the safety and proper handling of funds.

Please rest assured that we take player privacy and data security seriously. The requested documentation is used solely for verification purposes, and in compliance with financial regulations. We remain fully committed to resolving any concerns and we encourage the player to reach out to our support team directly should they require further assistance.

Best regards,

I didn't get any different instructions at all. They cancelled and refunded my originally approved withdrawal, and I had to request it again. They kept insisting I send them a bank statement. I sent them proof of transaction which they rejected. I guess they saw this complaint and they have now paid me. It should not take a whole week and lots of back and forthing to get this done.

Also I received an email last evening from Jessica asking me to resubmit my withdrawal request, even though I had been paid 12 hours prior.

Dear Meh5005,

Thank you for your patience throughout this process.

We want to clarify that your withdrawal was processed as soon as you decided to cooperate and provided the necessary documentation. Initially, the withdrawal was canceled by the bank, and the funds were returned to your account. We worked with you to find an alternative solution, and we are pleased to confirm that everything has been resolved successfully.

We truly appreciate your collaboration, and we are glad that we were able to assist in getting this sorted.

If you have any further questions or need assistance, please feel free to reach out.

Best regards,

Spinoloco Casino Team

Dear Meh5005,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Meh5005,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com