Spintornado Casino - Играчът твърди, че плащането към него е забавено.

Hi,

Initially this casino paid fast. Then my second withdrawal later on - not. I have been wainting now ten days...they say every day that they have some "backlog" in payments.

Same situation is in their sister casino House Of Spins.

I afraid of that at least this is not real reason for delay. Hopefully they (owner) are not criminals/scammers.

Dear kaijoke,

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

Dear kaijoke,

Have you received your withdrawal from the casino yet?

No i havent. I actually canceled original withdrawal finally and make new one value of 300€. Yersterday they said same reason for delay: backlog of payments. Really does not sound good. Two weeks same reason. Same reason was spinpirate and scatterhall casinos and they never paid.

This is now their answer:

"We appreciate your patience while we work through a high volume of payments. Your payment is important to us, and we are committed to resolving the delay as quickly as we can.

Best regards 

Spintornado"

As i have researched i havent seen that they have been paid to anyone in two weeks. So this is at least excuse. Please help me/us!

Have you got any answers from this casino? Have you investigated voucherwave limited casinos? Is owner scammer? Damn i am angry. I already lost money to zeus lightning limited (spinpirate and scatterhall). Of course i know to play with own risk. This is sad, there isnt any law against online casinos. License authority does not guarantee anything. Mga license is anyway quite strong. Others not so strong.

Thank you for your reply, kaijoke. Approximately how many days did the first withdrawal take to be processed? Did you use the same withdrawal method? Could you please confirm that you have passed the KYC verification?

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

I already said that i have got one payment during october so kyc is ok and i have used same btc method for deposit and withdrawal all the time. Actually i cancelled here also this 200€ some time ago and play more and i won 600€. I have waited this 600€ now over week.

But hey as you see, owner has not been paid to anyone whole month (they have four new casinos) Do not waste your time with me only. Please investigate this casino. Is this real scam casino? All the signals shows that unfortunately this is scam casino. Only little hope is that there is just one technical person in work who does not solve the backlog problem. But i dont think so. So please give your opinion and is there something what you or i can do this?

Please understand that we are here to investigate your complaint specifically. Our complaint resolution center exists for this purpose. I apologize, but we cannot judge the casino based on the experience of one or a very few players. Not to mention that the casino doesn't have the best safety index in the world (3.6/10 - very low) which should indicate that this is not a very liable casino.

Nonetheless, as you made successful withdrawals only a few weeks ago, I truly hope that this is just a technical issue and will be resolved soon.

Before we get in touch with the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear kaijoke,

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.

Hi i resent to you Kristina emails between spintornado. They havent answered to me anymore. And very likely to you neither. Scammers. This is now very sure thing. Only hope is that they pay at least to someone lucky. this is horroble that thay can continue!

Thank you very much, kaijoke, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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 kaijoke,

My name is Michal 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 Spintornado Casino,

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

Thank you in advance.

Respectfully,

Michal

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,

Michal