Hi I wish to make a complaint against Lord of the Spins Casino regarding a delayed withdrawal. 

21st December 20 - withdrawal of €1,000 requested. 

22nd December 20 - email received from finance requesting identification which I submitted straight away. I then received a verification telephone call and a follow up email confirming my withdrawal was accepted. 

I was then told that the withdrawal would be approved and paid out on the 27th December but this did not happen until the 28th December. 

I have not yet received the funds. I have spoken to numerous people on chat and they all say different (I have screenshots to prove) I was told it would be received at the beginning of this week as there were delays due to the holidays and now today I’ve been told it was only paid a couple of days ago. I’m not entirely sure they have even paid me. Can you please help? 

Dear Siobhano884,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days, but processing of withdrawals might take even longer as you’ve requested it during the holiday season.

I would recommend you waiting for a little bit longer. We will keep this complaint opened, and if there is no development, we will intervene. Please keep us updated and let us know in case there is anything new.

Thank you for your understanding.

Best regards,

Kristina

Hi Kristina, thank you for your reply. My withdrawal was requested on the 21st December so almost 3 weeks since it was approved. The casino have also told me numerous times that it was sent to my bank on the 28th December. Is it normal for it to take so long when it is supposedly sent?

Hi Kristina, thank you for your reply. My withdrawal was requested on the 21st December so almost 3 weeks since it was approved. The casino have also told me numerous times that it was sent to my bank on the 28th December. Is it normal for it to take so long when it is supposedly sent?

Hi Kristina, thank you for your reply. My withdrawal was requested on the 21st December so almost 3 weeks since it was approved. The casino have also told me numerous times that it was sent to my bank on the 28th December. Is it normal for it to take so long when it is supposedly sent?

I have spoken to them again this morning and they confirmed it was sent to their 3rd party payment provider on the 28th but they still haven’t processed the funds to my account.

Thank you very much Siobhano884 for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Siobhano884!

From now on, I will take care of your complaint. I would like to ask Lord of the Spins Casino to join this conversation to help us resolve this issue.

Thank you for reaching out to us,

We will investigate the matter and update this post accordingly.

Thank you. I was also told yesterday that the money is likely to be in my account no later than today. I still haven’t received it. I have spoken to chat again this morning and they have said that they are awaiting proof of payment and not sure when I will receive the funds. I have been told so many different things that I don’t know what is the truth. I have all screenshots of the conversations I’ve had where I’ve been told different things.

Hello all!

I would like to ask Lord of the Spins Casino representatives to let us know after they find out any new information regarding the withdrawal.

Another conversation today with lord of the spins chat and I’m once again being told they are waiting for proof of payment and cannot confirm when I will receive the withdrawal. Something is clearly wrong here when I had proof of email to say it was released last Monday by the 3rd party processor and should be in my bank within 5 working days. We are now passed that and I’m still no further forward with answers.

Thank you for your patience.

We can see that Siobhan has been provided with the proof of the transaction on our live chat.

We have also sent an email asking Siobhan if she managed to locate the transaction with no further response from her side.

Hi all, I can confirm that I received the payment in to my bank on Friday of last week. Thank you for all of your help.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.