I submitted a withdrawal request on 02/02/25 for ￡840. It says my account is fully verified. It says the typical withdrawal time is 7-21 days which is seriously shocking. That period is now over and whenever you speak with live chat they just give you some pre-written spiel and cut off the conversation. None of my emails have been responded too. In my opinion the gameplay is suspect and there are no replays on Nolimit or Hacksaw games. I tried emailing Hacksaw for an answer but haven't received any response from them either

Dear bladessteve1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spins Heaven Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your withdrawal request with the status visible?

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,

Tomas

Hi , yes I had a bonus and wagered through the amount. My win was big and when I went to withdraw it only lets me withdraw a certain amount. My account is verified but this is my first withdraw request

Thank you very much, bladessteve1, for providing the necessary information. I will now transfer your complaint to my colleague Jana([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 bladessteve1,

my name is Jana, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Spins Heaven Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear bladessteve1,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana