Dudespin Casino - Играчът вярва, че изтеглянето се бави.

Significant withdrawal delay - Over 12 days pending without KYC request

Complaint Text:

I am filing this complaint against DudeSpin Casino regarding a major delay in my withdrawals.

Currently, I have three (3) pending withdrawals of €500 each (Total €1,500).

The first one was requested on April 26th (pending for 12 days).

The other two were requested on May 4th and May 5th.

In addition to these, I have a remaining balance of €1,300 in my account, bringing the total amount owed to €2,800.

I have contacted Live Support multiple times. They keep informing me that "no KYC (verification) is required" and that the "finance department is processing the requests," but they refuse to provide any specific timeframe or explanation for the delay. Although a previous smaller withdrawal of €400 was successfully processed to my card, they are now stalling on these subsequent requests.

I have screenshots of all my pending requests, my account balance, and my chat history. I am ready to provide any identification documents immediately if requested, even though the casino claims they are not needed at this stage.

I request the casino to approve my pending withdrawals and provide a clear update on my remaining balance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Iason,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Iason,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla