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Casino Guru Complaint – GTSpins

Casino

GTSpins

Total Disputed Amount

£35,000.00

Summary of the Complaint

I am submitting this complaint because GTSpins has failed to process my withdrawals despite my account being fully verified and despite multiple attempts to resolve the matter directly with their support team.

My account currently has a balance of approximately £35,000.00. Due to the casino’s withdrawal limits, I have only been able to submit withdrawal requests totalling approximately £12,000, which are currently pending. Some of these withdrawal requests have now been pending for over eight days without being processed.

Throughout this period, I have repeatedly contacted GTSpins via email and live chat requesting an explanation and an estimated payment date. The responses I have received have been generic, stating only that there are delays and that my case has been forwarded to the Financial Team. I have not been provided with any meaningful explanation, evidence of additional checks, or a timeframe for when my withdrawals will be completed.

GTSpins has confirmed that:

My account is fully verified.

There are no outstanding verification requirements.

No further documents or information are required from me.

Despite fully complying with all of the casino’s requirements, my withdrawals remain pending.

Timeline

I accumulated a balance of approximately £35,000.00.

Due to GTSpins’ withdrawal limits, I submitted withdrawal requests totalling approximately £12,000.00.

The withdrawal requests have remained pending for more than eight days.

During this time, I contacted customer support on multiple occasions requesting updates.

Support repeatedly advised that my case had been escalated to the Financial Team but provided no explanation for the delay or estimated payment date.

I sent several formal emails requesting:

Immediate processing of my pending withdrawals.

A written explanation for the delays.

A confirmed payment date.

Confirmation that my remaining balance would be available for withdrawal without unnecessary restrictions.

I have not received a satisfactory response or resolution.

Attempts to Resolve the Matter

I have made every reasonable effort to resolve this issue directly with GTSpins before submitting this complaint.

I have remained patient, communicated politely with support, and fully cooperated throughout the process. Rather than addressing my concerns, GTSpins has continued to provide only generic responses without explaining why my verified withdrawals are being withheld.

Why I Believe the Complaint Is Justified

My account has been fully verified, and GTSpins has confirmed that there are no outstanding requirements preventing payment.

There has been no allegation of rule violations, bonus abuse, or any breach of the casino’s terms and conditions.

The casino continues to hold both my pending withdrawals and the remainder of my account balance without providing a valid explanation or reasonable timeframe for payment.

Given the significant amount involved (£35,000.00), I believe this delay is unreasonable and unacceptable.

Desired Resolution

I respectfully request that Casino Guru assists in obtaining the following resolution:

Immediate processing and payment of all pending withdrawal requests.

Confirmation that my remaining balance will be available for withdrawal without unnecessary delay or restriction.

A clear written explanation from GTSpins regarding the reasons for the prolonged delays.

Payment of the full disputed balance of approximately £35,000.00 in accordance with the casino’s terms and conditions.

I have acted in good faith throughout this process and simply wish to receive my legitimately won funds. I hope Casino Guru can assist in resolving this matter as quickly as possible.

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 Lulule,

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 Lulule,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

Thank you for your message.

Unfortunately, the issue has not been resolved. Since submitting my complaint, the situation has actually become worse.

Initially, GTSpins advised that my withdrawals had been cancelled due to a technical issue with their payment provider. All of my withdrawals showed as "Aggregator Cancelled", and I was instructed to cancel and resubmit them using bank transfer instead of my debit card.

I followed those instructions and resubmitted the withdrawals via bank transfer. However, those withdrawals were also cancelled. I was then informed that bank transfers were not currently supported due to issues with their payment provider and was advised to use a different debit card instead.

On 30 July, I submitted two new withdrawal requests using an alternative debit card. Those remained pending, but one has since been cancelled as well. GTSpins then suggested that I withdraw via cryptocurrency instead.

Following their advice, I submitted further withdrawal requests using cryptocurrency. I currently have approximately five cryptocurrency withdrawal requests pending, with a total of around £8,280 awaiting payment. One previous cryptocurrency withdrawal request for £2,000 was also cancelled.

Today (4 August), GTSpins requested that I manually verify my cryptocurrency wallet. I completed this verification immediately, and they confirmed that it has been successfully approved. My account is therefore fully verified, and there are no outstanding verification requirements.

Despite this, GTSpins continues to cancel withdrawal requests while providing different explanations each time and repeatedly asking me to use alternative payment methods. I have complied with every instruction they have given, yet I still have not received any payment.

My current account balance is approximately £57,800, with around £8,280 currently pending in withdrawal requests. Given the repeated cancellations and constantly changing reasons provided by the casino, I am no longer confident that they intend to pay my legitimate winnings.

I would therefore appreciate Casino Guru’s assistance in contacting GTSpins and asking them to explain why my withdrawals continue to be cancelled despite my account being fully verified, and to request that they process my withdrawals without any further unnecessary delays.

Thank you for your continued assistance.

Thanks

One withdrawal of £2,000 was paid to me this morning. However, i had one cancelled too. So still concerned

They have processed two of my withdrawals so far I think I need to pause complaint for now

Dear Lulule,

Thank you very much for your update.

Based on the information you have provided, the casino appears to be processing your withdrawals periodically, with each payment being received within the standard 14-day withdrawal waiting period that we apply before intervening in delayed withdrawal complaints.

Since you have already received some of the withdrawals that were the subject of this complaint, I will now close this case as resolved.

If the casino stops processing your withdrawals periodically or a future withdrawal remains unpaid beyond the standard waiting period, please keep in mind that there is always an option to reopen this complaint, and we will be happy to investigate the matter further.

Thank you for your cooperation, and I wish you the best of luck with your remaining withdrawals.

Best regards,

Jean

Casino.Guru