The player from Germany was frustrated with the casino’s repeated delays in verifying his winnings payout, which was stated to take 7-21 working days but had not yet been processed. The Complaints Team closed the case as unresolved due to the casino's lack of cooperation, as shown by over 10 previous complaints that were closed under a No Reaction Policy. Despite multiple attempts to contact the casino, there had been no response, leading to the recommendation to avoid the casino altogether.
Spins Heaven Casino - Player's winnings payout is delayed.
Black points: 134
Amount: €500
Spins Heaven Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.3
Spins Heaven Casino has a Safety Index of 1.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
always the same, just gave the casino a different look, same chat as many of these casinos, 7-21 working days for verification of winnings payout but no payout
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Hello Chaser361,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spins Heaven Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
no was the first withdrawal
KYC verification passed on March 30, 2025
All bonus requirements met
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear Chaser361,
I’m very sorry to inform you that, due to Spins Heaven Casino’s repeated lack of cooperation—evidenced by over 10 complaints closed under our No Reaction Policy—we are left with no choice but to close your case as Unresolved. This outcome is far from ideal, and I completely understand your disappointment.
Unfortunately, ignoring complaint resolution efforts appears to be a recurring practice for this casino. Despite our numerous attempts to reach out via email, live chat, and even through affiliate contacts, we have consistently received no response. This pattern of unresponsiveness not only affects players like yourself but also negatively impacts the casino's overall rating on our site.
We sincerely hope that the accumulated effect of unresolved complaints will eventually prompt the casino to reconsider its approach. In the meantime, we strongly advise avoiding this casino altogether.
Please know that the casino still has the option to reopen this complaint at any time, and should that happen, we’ll be ready to take action on your behalf.
Kind regards,
Nick
Casino Guru
