My withdrawal in the casino is pending from January. I couldn't get exact reason of this from casino, they even stopped replying my emails. I registered account on 09.01.2025, made one deposit and got winning. After claiming a withdrawal I was asked to provide documents for verification, so I did and sent requested documents. After that I was getting promisses that they will process the payment but as I mentioned withdrawal is still pending. I couldn't get in touch with casino after March anymore.

Dear Narima,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Buffalo 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?
• Is your account accessible to you?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Have you made any successful withdrawals from the casino in the past?

No, that was my first deposit in the casino. I played for some time and requested the first withdrawal.

Is your account accessible to you?

Yes, the account is accessible, I can log into the casino, see my Pending cash out transaction (still, already for 3 months), profile details, etc.

Could you please confirm that you have passed the KYC verification?

I can confirm that I sent the requested documents via email conversation and received the confirmation: "Thank you for submitting the KYC documents. The account will be verified within 48 hours." After that, I got no confirmation, and the casino stopped replying to my emails.

Have you accumulated your winnings with the help of a bonus?

Yes, I can confirm that I won with the first welcome bonus. Required bonus wagering was completed, and I requested a withdrawal after it.

Could you please share with me your communication with the casino?

Sure, I've sent you email transcripts at [email protected].

Let me know if any additional information is required.

Thank you very much, Narima, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Spin Buffalo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Narima,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spin Buffalo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 Narima,

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