Hi... I'm from Germany...

It's about the casino mentioned above... 5 weeks ago I made a withdrawal request. I get no response to multiple requests. The live support isn't very helpful either...

The email address in question is

b***@gmail.com

Hi... ich komme aus Deutschland...

Es geht um oben genanntes Casino... vor 5 Wochen habe ich einen Auszahlungsantag gestellt. Auf mehrfache Anfragen erhalte ich keine Antwort. Der live support ist auch nicht sehr hilfreich...

Die Email Adresse um die es geht, lautet

b***@gmail.com

Hello connyb6969,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spin Deluxe Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The account was verified before the payout. The prize was earned with real money... the last time I was in contact was on March 31st.

Once again I was rejected with an email address... when I said that I had already written there several times, the answer I got was that my request was forwarded to the responsible department... further questions were simply not answered

Hi Nick,

Das konto wurde vor der Auszahlung verifiziert. Der Gewinn wurde mit Echtgeld erspielt... das letzte Mal im Kontakt war ich am 31.03.

Da wurde ich mal wieder mit einer emailadress abgewiesen... als ich sagte, dass ich da schon mehrfach hin schrieb, bekam ich zur Antwort, meine Anfrage wird an die zust?ndige Abteilung weitergeleitet... auf weitere Fragen wurde dann einfach nicht mehr geantwortet

Thank you connyb6969 for all the information provided. I will now forward your complaint to my colleague Veronika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear connyb6969,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Spins Deluxe Casino to join the conversation and aid in the resolution of this complaint.

Hi Veronica,

Unfortunately, I can no longer access the spins deluxe casino site...

Hi Veronika,

Leider komme ich nicht mehr auf die Seite von spins deluxe casino...

Could you please be more specific? Has the casino blocked your account? Have you canceled the withdrawal request? Or did something else happen? Please let me know so I could be more helpful. 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.

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,

Veronika