Made a withdrawal at the end of January. Submitted all documents which were verified very promptly.

says on their site 24/48 hours withdrawals.

been waiting for a month and a half. Every time I speak to them on live chat they give me a copy and paste excuse and have now blocked me. They don’t reply to emails. Starting to think the site is a scam.

they also bombard you with marketing emails and messages even though I’ve opted out on their site.

Dear Tlkplym,

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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate 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

This is the only withdrawal I have made from your site. My account is fully verified.

Status is still saying in progress since the 20th January even though your site clearly states 24/48 hour withdrawal.

i never use any bonuses

Thank you very much for your reply, Tlkplym. 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.

I have sent numerous emails asking what is happening with my withdrawal but had no response.

I have also spoken via online chat numerous times and each time they make an excuse about the withdrawal taking longer than expected. They have now kicked me off from speaking on the online chat which leads me to believe they have no intentions of paying out.

Thank you very much, Tlkplym, for your cooperation. I will now forward your complaint to my colleague Martina ([email protected]) who will be assisting you from now on. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tlkplym,

My name is Martina 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 now contact Spins Heaven Casino outside this complaint thread and let you know any new information once I receive it.

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 Tlkplym,

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,

Martina Bennett