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Spin Rio Casino - 3 weeks since my withdrawal has been approved, but still missing the funds

RESOLVED

Complaint Info

Disputed casino

Spin Rio Casino

Amount

£ 600

Posted on July 5, 2022

I have been waiting since 14th June for my £600 winnings. 

The transaction has been approved but payment has not been made. The casino is stating that a payment has been made, and asked for proof of bank statements as to where the money was paid. I have provided this multiple times. 

The live chat function is very limited and they do not like to be very helpful and keep saying your case is being investigated, I've been told numerous times that an email has been sent to me giving me regular updates, not one email has been received. 

I have attached my bank statements showing the deposit of £400 leaving my account via trustly but no money has been received. I have also attached the chat transcript for the whole process (apologies in advance I get a little heated in 1 of the chats out of frustration) and I also attach copy of the transaction being approved for £600 in winnings.

I have contacted Fruity Slots team who recommended this Casino and they have reached out to an affiliate marketing manager, I'm yet to hear a response from that. It will be 3 weeks tomorrow since my withdrawal was approved, affectively the casino is stating money has been paid, I can assure you it hasn't, it is causing me a lot of stress. 

I have just this second tried logging in and my account has now been disabled, the password to this chat document is < removed content >

Posted on July 8, 2022

Im still waiting for a response RE my complaint, and my funds still havent been paid. I have sent another email to Spin Rio yesterday also with no reply.

Posted on July 8, 2022

I have attached the latest response from Spin Rio where they confirm the withdrawal was approved and the case was closed, what they're failing to check is the digital bank statements they asked for and I keep providing them with which proves no money has been received. They have closed my account due to responsible gambling reasons, I literally haven't used this website since my first deposit, which is confusing........

Posted on July 11, 2022

Dear ZAKARIYA123,

We are going to check this for you. The attached email does not show of us but nonetheless, it seems as we have enough information to make the inquiry.
A reply will be posted shortly.

Best regards,
spinrio team

Posted on July 11, 2022

You will be able to see from the pages of chat transcript which I have as Aspire global provided me with it, and I shared with Ask gamblers originally. The file I attached is an email (doesn't appear to be uploading) where you confirm the money has been approved and paid. The chat transcript which you will have will also confirm all of this. The issue is you seem to think you have paid the money and my bank statements show I haven't received, so somewhere down the line an error has occurred. I keep being told you're looking into this where in-fact I don't feel anyone has looked into it at all.

I have provided my bank statements 3-4 times, it would take an human 2minutes to see nothing has been received, I wouldn't keep emailing you if I had received, the stress you're causing me is unfair, and this is taking a massive toll on my mental health.

Posted on July 11, 2022

I have had to send the evidence to be added by the Ask Gamblers team via Email as It wont attach.

AskGamblers
Posted on July 11, 2022

Dear zakariya123,

Indeed, due to some technical issues you were not able to attach the file, therefore we are using this occasion to inform you that we have managed to attach the file on your behalf, on your message above.

AskGamblers
Posted on July 15, 2022

Dear Spin Rio Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on July 15, 2022

They literally don’t care, this has been “investigated”for over 4 weeks, with no one from their establishment taking any kind of responsibility or giving any kind of descriptive update, other than the generic response of “its being looked in to”

At what point can I take this to the ombudsman? I am absolute sick of it, why can they not look at the bank statements provided and say “oh yeah nothing has been received ” why does it take 4 weeks for them to do this when it takes no longer than 2minutes? They have literally robbed me of £600

AskGamblers
Posted on July 26, 2022

Dear all,

This complaint has been reopened as per Spin Rio Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Spin Rio Casino Complaints

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