Hello…

I have played a total of maybe four times. The third time, I had a small win of about 150€ on a 50€ stake. At that time, they held me up with various verifications, such as proof of residence through third-party bills like energy or GEMA, even though I had to scan my ID beforehand. In the end, I played along and eventually received my payout of around 130€.

Last Friday, I played again and won 350€. I thought after successfully navigating the previous verification process, I would get my winnings without any issues,

alas, no,

I now have 355€ in credit, but only a maximum of 0.18€

can be paid out.

I contacted the support chat, but they couldn't provide a satisfactory answer. Instead, they gave me a kind of comparison where I would only get nearly a third of my winnings at a 1:3.5 ratio to my disadvantage. Unfortunately, I didn't take any screenshots of this chat. To make matters worse, my winning history has now been tampered with so that the winning game is no longer visible.

Instead, in my history, there is a different game that I once played, albeit with negligible success. Now it shows a whopping win of over 36000€.

I have no idea what the strategic motive behind this is.

I am very upset and want to leave this site…but I want to take my winnings with me….

What can I do?

Thank you for your time

Hallo …

Ich hatte insgesamt vielleicht viermal gespielt beim 3. mal hatte ich einen kleinen Gewinn ca 150€ zu 50€ Einsatz. Damals wurde ich mit div. Verifizierungen hingehalten zB. Wohnsitznachweis über Rechnung von dritten wie Energie oder GEMA obwohl ich vorher meine ID scannen musste. Schlussendlich habe ich das Spiel mitgemacht und am Ende auch meine Auszahlung erhalten. Ca 130€ .

Am letzten Freitag habe ich wieder gezockt und 350€ gewonnen, ich dachte nachdem ich das vorherige Prozedere erfolgreich durchlaufen hatte, das ich jetzt ohne Probleme meinen Gewinn erhalten werde,

mitnichten ,

jetzt habe ich 355€ als Guthaben davon sind aber nur Max. 0,18€

auszahlbar.

Ich habe mich mit dem Supportchat in Verbindung gesetzt der gab aber keine brauchbare Antwort sondern eine Art Vergleich bei dem ich im Verh?ltniss 1:3,5 zu meinem Nachteil, nur ein knappes Drittel des Gewinns erhalten h?tte. Schade das ich bei diesem Chat keine Screenshots gemacht habe. Ja zu guter letzt wurde jetzt auch noch meine Gewinnhistorie manipuliert sodass das Gewinnspiel nicht mehr zu sehen ist.

Stattdessen steht in meiner Historie ein anderes Spiel das ich mal gezockt hatte, aber ohne nennenswerten Erfolg, jetzt mit einem sagenhaften Gewinn von über 36000€.

Keine Ahnung welcher taktische Winkelzug dahinter steckt.

Ich bin sehr ver?rgert will eigentlich weg von dieser Seite …aber meinen Gewinn will ich mitnehmen…..

was kann ich machen ?

vielen Dank für eure Zeit

Dear Edzei,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello... I have news, my history, which has since been changed, is correct again.

I couldn't actually request a withdrawal because my balance doesn't appear in the amount to withdraw window without using any bonuses. Well, let's wait and see what happens... there was also an email from support according to the header, but that turned out to be an advertising email for bonuses.

thank you very much again

Hallo … bei mir gibt es News , meine Historie, die zwischenzeitlich ver?ndert wurde, ist wieder korrekt.

Ich konnte ja nicht wirklich eine Auszahlung beantragen da mein Saldo nicht im Fenster auszahlbarer Betrag erscheint, ohne irgendwelche Boni benutzt zu haben. Na ja warten wir ab was passiert… es kam jetzt auch eine Mail vom Support lt. Header , das erwies sich aber als Werbe Mail für Boni.

vielen Dank nochmal

Hello PLAYER2053539!

Hope you are doing well today!

As we can see your account is fully verified and you already got your withdrawals. As for now you still have some balance on your account but no active withdrawal requests if you would like to get the rest of the amount please login into your account and send us your next withdrawal request. After this, we will do our best to send your winnings as fast as possible.

Have a great day

SpinsBro Casino Team

Dear Edzei,

Have you received your withdrawal from the casino yet?

Dear Edzei,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello dear Casinoguru team,

There is movement in the matter, I was now able to release the entire amount for payment, so far it worked. I will now wait until the actual receipt has been confirmed by the bank and then get back to you immediately. It seems like your work was worth it, because suddenly everything worked without delay, etc. Thank you very much in advance......

Andrew

Hallo liebes Team von Casinoguru,

es kommt Bewegung in die Sache,ich konnte jetzt den ganzen Betrag zur Auszahlung freigeben, soweit funktionierte es ich werde nun warten bis der tats?chliche Eingang von der Bank best?tigt ist,und mich dann umgehend wieder melden. Wie es scheint hat sich eure Arbeit gelohnt, denn pl?tzlich klappte alles ohne Verz?gerung usw. Riesendank schon mal im Vorraus......

Andreas 

Hello everyone,

Thank you both for your replies.

Edzei, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello... I received the winnings, everything was fine. The sum was in my account on Saturday.

So thank you again, I recommend you.

Hallo ….. ich habe den Gewinn erhalten , alles i.o. Die Summe war Sonnabend auf meinem Konto.

Also vielen Dank nochmal ich empfehle euch weiter.

Dear Edzei,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com