The player from Austria had won €13,300 but faced a withdrawal limit of €500 every 24 hours, which significantly delayed the cash-out process. The Complaints Team had facilitated communication with the casino, which eventually processed several withdrawals successfully. The player reported having received a total of €1,000 but faced issues with canceled payments, which were attributed to bank problems. As the situation improved, the player confirmed that they had received further payments and expressed satisfaction with the resolution process. The complaint was marked as resolved, with the player indicating they would reach out if any issues arose again.
Spinrollz Casino - Player is facing delays on winnings withdrawal.
Amount: €13,300
Spinrollz Casino
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 months ago
Translation
Good day!
I have a problem. I won €13,300. However, the casino only allows withdrawals of €500 every 24 hours. This would take forever if withdrawals usually take three days. Can someone please help me? Perhaps a Spinrollz representative? So that a solution can be found.
Please and thank you very much!
Automatic translation:
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Complaint Resolution Center Team Lead
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2 months ago
Dear eliasleb305,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's General T&Cs and I found this:
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify if you can request a new withdrawal every day, or if you need to wait three days for the previous one to be processed before requesting another withdrawal?
- Do you currently have a pending withdrawal?
- How many withdrawal requests have already been successfully processed?
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
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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2 months ago
Translation
Thank you very much for your answer.
I'll get back to you next week. I was able to request three €500 payments and will now wait for them to be paid out.
I can request a withdrawal of €500 every 24 hours.
Nothing has been paid out yet.
Thanks so much!
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2 months ago
Translation
Good morning
Unfortunately, it still says my withdrawal is "being verified." I can't verify myself either. When I click the "Verify" button, it says "My account does not need to be verified at this time."
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2 months ago
Translation
Update
Good day!
To date, nothing has been paid out. The chat told me I'd get my first €500 tomorrow at the latest. (I have the entire chat history.)
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2 months ago
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Update!
Today is April 30th, and I haven't received a single cent yet. Please help.??
Thanks so much.
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Complaint Resolution Center Team Lead
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2 months ago
Thank you very much, eliasleb305, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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.
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Casino Analyst & Complaint Specialist
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2 months ago
Hello, eliasleb305!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
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2 months ago
Translation
Update:
Hello Pavel!
Thank you very much for your help. Unfortunately, I still haven't received anything from the casino to date and am only being told that the payout has been delayed. I requested my first withdrawal on April 24, 2025.
I hope you can help me.
Kind regards,
Elijah 
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Casino representative
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1 month ago
Dear eliasleb305,
Thank you for reaching out to us.
We wish to inform you that, in our commitment to ensuring that all payments are secure and fully compliant with our security policy, there are instances where we must conduct additional checks. This may result in an extension of the processing time for payments.
Please rest assured that we are taking prompt action to process your pending withdrawals at the earliest opportunity.
Regrettably, regarding withdrawal limits, there is limited flexibility as we must adhere to our Terms and Conditions.
Sincerely,
Spinrollz Casino Team
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1 month ago
Translation
Dear Spinrollz Representative,
Thank you for your message and thank you for your help!
I've now received the first €500 in my account. Things are moving in the right direction! ?? I will now request further withdrawals daily until I have paid out my entire winnings.
I'll keep you updated.
Thank you again!
Sincerely,
E.
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you, Spinrollz Casino Team!
eliasleb305, please, let us know when you receive all your funds or if there will be any delays again!
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1 month ago
Translation
Update:
I've now received a total of €1,000. Unfortunately, two €500 withdrawals were canceled, even though I used the same withdrawal method.
I requested it again a few days ago. I haven't received anything yet.
Thanks again for your help!
Best regards
E.
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1 month ago
Translation
Dear Spinrollz Team,
Is there really no better solution and you really can't accommodate me and pay me the full amount?
Because when I calculate:
For 1000€ I waited 14 days.
If this is the case every time, my calculation is:
About 180 days until I get 13,000 euros.??
Is there no possibility at all???
I really like your casino and would like to remain a customer!??
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Casino Analyst & Complaint Specialist
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1 month ago
Spinrollz Team,
this is indeed an extensive timeframe for a withdrawal of 1000 EUR.
From our experience, when the player makes one withdrawal and it gets fully checked, there is no need to check further ones.
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1 month ago
Translation
Good day!
I received another transfer today. Thank you very much!
I received 500€ within 5 days????
However, two €500 payments were canceled at the same time, even though I used the same method. I was told the problem was with my bank. But that can't be the case, since I received €500 once?
(I checked with the bank and there is no problem!)
Unfortunately, it's all very tedious. I hope we can find a solution, dear SpinRollz team.
Thank you and kind regards,
E.
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Casino representative
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1 month ago
Dear eliasleb305,
Thank you for your patience.
We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible..
Best Regards,
Spinrollz Team
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Casino representative
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1 month ago
Dear eliasleb305,
Thank you for your patience.
We are pleased to informed that your withdrawal requests has been successfully completed.
We would kindly request that you remain patient as we endeavor to complete your new withdrawal requests as soon as possible.
Best Regards,
Spinrollz Team
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Casino representative
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1 month ago
Dear eliasleb305,
We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible..
Best Regards,
Spinrollz Team
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Casino Analyst & Complaint Specialist
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1 month ago
eliasleb305, I see that there is only one thing for us to do - wait for your further withdrawals. Have you received any more from since the last time?
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1 month ago
Translation
Dear Spinrollz Team, dear Pavel,
Yes, I have received a few things so far and everything is working very quickly at the moment.
Thank you so much!??
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Casino Analyst & Complaint Specialist
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1 month ago
Good to hear, let us know when you will receive the rest!
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Casino Analyst & Complaint Specialist
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1 month ago
Dear eliasleb305,
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.
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3 weeks ago
Translation
I'll let you know as soon as I have everything.
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Casino Analyst & Complaint Specialist
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3 weeks ago
Okay, thank you! That was just an automated message.
I will set the timer for 14 more days, and the I ask again if you will have received everything.
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Casino Analyst & Complaint Specialist
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1 week ago
Hey eliasleb305, how much is left in your account?
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1 week ago
Translation
Hello. There's still €4,500 in the account. But it's working very well! I think we can close the case!
I would like to thank everyone for their help and am so happy about your support!
Thank you so much!!????
All the best and kind regards!
Elijah
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Casino Analyst & Complaint Specialist
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1 week ago
Dear Elijah, I will now close the complaint and mar it as resolved. Please, if there will be any sudden delays or any other problems, send a reopen request and we will ask the casino about it.
Also, we appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel Kaczynski
www.kpvfaw.com
