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.
