I have not played with bonus money, just played with my own cash. I have deposited loads, but I did win $5000 which I withdrew on 6th August, ever since they have promised to pay me and came out with lots of excuses, ie there is an issue with our bank, payments are being delayed, they have said in some cases you will receive your payment tomorrow, on other days they have said your payment has been wired but its the 1st of September today and I still have received nothing, other than broken promises.

Hello estelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Could you please advise how many days ago did the casino informed you about processed withdrawal? Which payment method did you use? Have you completed the account verification successfully? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

Hi I completed the account verification months ago so this did not have to be done again. When I withdrew the money on 6th August the withdrawal was supposed to take up to five working days, I was told there was a delay when it wasn’t paid, then told it was all sorted. They then confirmed to me that the money had been wired on 17th August. And I would need to wait a further five days, I have made contact with Agent Spins daily but still have received no payment. The payment The payment method I use is debit card.

Thank you very much estelle for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Nick.

Hello estelle,

I am very sorry to hear about your problem.

I would like to invite Agent Spins Casino to join this conversation and give us an explanation of why estelle's withdrawal has been delayed.

Thanks for reaching out to us.

The finance team received the following information from the bank processor "Regarding your beneficiaries from the list, our bank had some major update that day when payments are sent on execution, and one part of them left as unsent. We would like to inform you that we have sent rest of the payments from the list and your beneficiaries should receive them.".

Kindly update us if payment was received.

Hi

thank you I received my payment today

We are glad to hear the good news. Let me successfully close this complaint then.