Won money a month ago they just won't pay out agents tell you same rubbish repeatedly and that it takes 21 working days to get it then they tell you to email and not 1 of them get back to you and its pending OK on there end your money keeps going out then back on your account they are scammers

Dear Grayson123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hi and thanks for your reply . As regards to your questions I passed all verification and have never withdrawn that was the first time I played with spins delux and I didn't take the bonus .I put 25.00 on my account and played .I won just under a 100.00 so I tried to withdraw but it said you have to win 100.00 or more so I carried on and it got upto just over 100 then I was told you have to win 200 to withdraw . I carried on and it got to 280.00 so I withdrew but it said 24/72 hrs to payout .I waited but no money came .Then they said it takes 4 wks . Alarm bells were ringing by now but I waited then sent messeages agent said its pending this went on and on and still pending . I sent emails to support but you don't even get a reply and was talking to agents live but they started to not bother talking back they must of got fed up of telling me a load of rubbish. Then that's when I looked on line to see if I can report them and you came up but I did have a look last night to see if they would let me spend some winnings and they did .So they won't speak about the problem but they will take more money off you and the balance is now 318.00 . Oh and I noticed iam down as Mr on this complaint but iam definitely a Mrs lol hope I can get a result with this and hope to hear from you soon thanks

Thank you very much for your reply, Grayson123. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Also, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

There has been loads of chats from me to there live againts when I withdraw its goes into pending then after a couple of days it will be in your balance again so it just goes round and round in a circle and dont get anywere when you look at the withdrawl it keeps saying its been cancelled by them

Thank you very much, Grayson123, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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.  

Hello, Grayson123!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Yes that's absolutely fine by me thank you

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.

OK thanks

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team