I requested a payout of 700 euros on April 22, 2025.

Unfortunately, it hasn't arrived yet, and since other players at this casino have received their money after just 48 hours, I'm starting to worry. The casino told me it would take 7-21 days to process.

ich habe am 22.04.2025 eine Auszahlung in H?he von 700,- Euro beantragt.

Diese ist bis Heute leider nicht eingetroffen und da andere Spieler in diesem Casino schon nach 48 Std. ihr Geld erhalten haben mache ich mir schon Sorgen. Im Casino sagen Sie mir 7-21 Tage würde eine bearbeitung in Anspruch nehmen.

Dear vakah86,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinscastle Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly you have accumulated your winnings with a bonus, please? Could you please share this offer?
• How long have you been a registered player at this casino?
• Have you passed the KYC verification process at this casino?

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,

Katarina

Hello Katarina,

I will answer your questions quickly

• How long have you been registered as a player at this casino?

since April 20, 2025

• Have you passed the KYC verification process at this casino?

Yes, it is also completed and I am verified!

• Do I understand correctly that you accumulated your winnings with a bonus? Could you please pass on this offer?

I got a 400% deposit bonus that I had to wager. I did. After I finished wagering, I received a banner that read: "Congratulations, you have successfully wagered..."

After playing a little longer, I decided to request a remaining payout of 700 euros on April 22, 2025.

After several chat attempts, I received a message in the live chat on Friday:

"We would like to confirm that this is currently being reviewed as part of our standard security procedures. This process helps ensure the security and accuracy of all transactions. We thank you for your patience and will notify you once the review is complete."

Hallo Katarina,

ich beantworte schnell ihre Fragen

• Wie lange sind Sie schon als Spieler in diesem Casino registriert?

seit dem 20.04.2025

• Haben Sie den KYC-Verifizierungsprozess in diesem Casino bestanden?

Ja , der ist auch abgeschlossen und ich bin verifiziert!

• Verstehe ich richtig, dass Sie Ihre Gewinne mit einem Bonus angesammelt haben? K?nnten Sie dieses Angebot bitte weitergeben?

Das habe ich , einen Einzahlungsbonus 400% den man Wagern musste. Dies habe ich getan. Nach dem ich mit dem Wager fertig war bekam ich einen Banner mit: "Herzlichen Glückwunsch sie haben erfolgreich umgesetzt...."

Nachdem ich noch etwas weitergespielt hatte habe ich mich dazu entschlossen am 22.042025 eine Restauszahlung von 700,- Euro zu beantragen.

Nach einigen Chatversuchen bekam ich nun am Freitag im Livechat eine Nachricht:

"Wir m?chten best?tigen, dass dies derzeit im Rahmen unserer Standartsicherheitsverfahren überprüft wird.Dieser Prozess tr?gt dazu bei,die Sicherheit und Genauigkeit aller Transaktionen zu gew?hrleisten.Wir danken Ihnen für Ihre Geduld und benachrichtigen Sie , sobald die überprüfung abgeschlossen ist."

Dear vakah86,

thank you for your message.

• Am I assuming correctly that you have never had any successful withdrawals with this casino?
• 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. 
• Which payment method to withdraw your winnings have you opted for, please?

Looking forward to your reply.

Katarina

Hello Katarina,

Yes, you're right. I haven't had a withdrawal from this casino yet.

My withdrawal is "processing." When I asked via chat, I was told I was undergoing a security procedure/verification to ensure account security... and should be patient. I will be notified by email.

For withdrawal I decided to use bank transfer, which I had also used to deposit

hallo Katarina,

Ja , Sie gehen richtig davon aus. Ich hatte bisher noch KEINE Auszahlung in diesem Casino.

Meine Auszahlung steht auf "Bearbeitung" , auf Chat Nachfrage bin ich in einem Sicherheitsverfahren/Prüfung,zur Sicherheit der Konten .... und sollte noch etwas Geduld haben.Ich werde per Mail benachrichtigt.

Zur Auszahlung hab ich Banktransfer entschieden , womit ich auch eingezahlt hatte

I just had a quick chat with the live chat.

Habe eben mit dem Live Chat kurz Kontakt gehabt.

Dear vakah86,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

completed.

erledigt.

Dear vakah86,

Thank you for your message and for your email. I apologize for the delayed response. I was on sick leave and unable to reply.

I will now transfer your complaint to my colleague Romi ([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 Katarina,

I hope you're feeling better now. ??

Yes, unfortunately nothing has been done by Spincastle so far. Should I contact this email address now or just wait?

Unfortunately, I don't know what to do anymore. In Spincastle's live chat, I keep getting the same bot named Fiona with the same standard sentences. It looks very much like a bot and not a real person.

Hallo Katarina,

ich hoffe ihnen geht es nun besser. ??

Ja leider hat sich bis jetzt auch nichts getan seitens Spincastle.Soll ich mich an diese Emai Adresse nun wenden oder einfach warten ?

ich weis leider nicht mehr was ich tun kann , im Live Chat von Spincastle bekomme ich st?ndig den selben Bot Namens Fiona mit den selbigen Standarts?tzen. Es sieht sehr stark anch einem Bot aus und keiner realen Person

Hello vakah86,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Spinscastle Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 vakah86,

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,

Romi