Waiting for withdrawal for two weeks

Spinrollz Casino is delaying and refusing to pay out my money.

After I submitted a withdrawal request for €1,000, they required me to verify my account. The verification process was extremely exhausting and took a month and a half.

After a month and a half of daily communication with them, I finally managed to complete the verification successfully. I received an email confirmation from their side, which I have also attached here. They then immediately paid out my €1,000, which had been pending during that time.

After that, I had €5,423 remaining in my account.

A few days after they confirmed that my verification was complete, I submitted a new withdrawal request for €1,500, and that is when the new problems began.

Since nothing had happened for the next 10 days and the money had not arrived, I contacted their live chat support on their website to ask what was going on. After checking my account, the live chat support agent told me that everything was fine with my withdrawal request, asked me to be patient, and explained that they were currently experiencing a short delay with their payment provider and that my money would arrive soon. I am also attaching a screenshot of this conversation to this complaint, which shows the date on which the conversation took place.

Another three days passed, during which nothing happened again. I then sent them an email asking what was happening with my withdrawal request, which I had submitted 13 days earlier at that point. I received the same response as I had received through live chat: they apologized, asked me to be patient, and said they were experiencing a slight delay in their processing.

Another three days passed without any progress, so I sent them another email asking, "What is happening with my withdrawal?" They replied two days later, and at that point, after 18 days of waiting, they told me that my case had been forwarded to the relevant department and that someone would contact me soon.

Later that same day, I received an email requesting verification from me again!

They were asking me to complete the exact same verification process that I had only just finished, a process that had required a month and a half of daily communication with them and repeatedly submitting documents. This happened after I had already been waiting 18 days for my requested withdrawal. During those 18 days, I had been repeatedly told that everything was fine with my withdrawal request, that they were experiencing problems with their payment provider, that I should be patient, and that I would receive my money soon. On top of everything else, they were now asking me to provide the exact same documents that I had already submitted and had previously been verified.

I submitted the requested documents to them again. Five days have passed since then, and I have been messaging them every day. As of today, I have sent them a total of four emails over the past five days asking whether my account verification has been completed, but I have not received a single response.

It is simply unbelievable that a website would treat its customers this way.

I took a 200% bonus, and wagered it successfully.

I have read all the bonus terms, and the live chat support told me that the wager is okay and i will receive my funds.

However, i have made the withdrawal attempt 2 times already, and it has been canceled twice, first time they told me that it is a "technical error" and the second time, they did not even tell me. The agent just said "glitch"

I have waited 7 business days since the first withdrawal attempt, and i have still not received the withdrawal.

Now that it was canceled again, i put a new request in, and was told that i have to wait 3 business days again.

Complete xxxx, since i have not canceled it myself, and it is a problem in their end, or they are just delaying it on purpose to try to make me lose it back. And the chat agents always tell me that it is marked as "priority" but seems like priority for them is a week....

I have also sent questions through email to [email protected]

I am lost and need help with this :(

In the attachments, there is a picture with the withdrawal information.

I've played in this casino for multiple times with bonuses and have received my winnings(500e) after wager was done for the past couple of months. Last week I won 40k after the wager was done with deposit of 50e+75% bonus. I did the max withdrawals(500e per day, 3 withdrawals max as pending). They all got cancelled and now my withdrawal option is frozen. They say in chat that I need to verify my account. I have not received any information about that I need to do that. No emails, nothing. Only emails stated that my withdrawals were declined. I did send email to them and got the same answer as I did from the chat (4times) and it goes like this: "I have forwarded your question to the relevant department. You will receive an email notification as soon as we have something to say." There's no update about this since I have contacted them. I have heard from other players, that this is what they do after big wins.

Hello dear team,

I’m currently experiencing major issues with the online casino Spinrollz.com.

I made two small withdrawals there, which were processed and paid out without any issues about a week later.

However, now with my third withdrawal of just €56(!!!), the casino is causing problems. The withdrawal was requested on July 2nd, 2025, but to this day, no decision has been made regarding the payout.

I have contacted customer support multiple times, and each time I was brushed off with vague phrases. They claim they are experiencing technical issues or a high volume of withdrawals… it’s a different excuse every time. They told me my case has been escalated several times and is being prioritized, but nothing is happening.

I’ve now won nearly €6,000 there, and I’m genuinely afraid I’ll never see that money.

I haven’t used any bonuses or anything like that.

Could you please help me?

Thank you very much and kind regards,