Savaspin Casino - Il ritiro del giocatore è ritardato.

The casino refuses to process my withdrawal. They told me there's a cash-on-delivery option and that they'll keep my money. I contacted my bank, and they said that this cash-on-delivery payment isn't showing up in my account. After several emails with the casino, they asked for my bank statement from June to December, which I sent them, and it's been over 15 days without any response.

El casino no quiere proporcionarme mi retiro, me han dicho que existe un contrareembolso y que se quedan mi dinero, me he puesto en contacto con mi banco y me dice que ese contrareembolso no figura en mi cuenta, después de diversos emails con el casino me han pedido mi extracto bancario desde junio hasta diciembre se lo he pasado y ya llevo más de 15 días sin respuesta alguna

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Is there any pending withdrawal request in your casino account? If possible, please send me a screenshot of your withdrawal history.
• Which payment method have you selected for your withdrawal request of €400? Have you used the same payment method for depositing money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have requested several successful withdrawals; I have no pending withdrawals because they were denied and kept the money. The method I chose was bank transfer since they don't accept card payments, and I deposited with a card. Everything is verified; I've attached screenshots of the withdrawals and the one that wasn't approved.

Si he solicitado varios retiros exitosos, no tengo retiros pendientes pk lo denegaron y se quedaron con el dinero, el método q elegí es transferencia ya que no tienen para tarjeta y deposite con tarjeta todo está verificado le adjunto pantallazos de retiros y el no aprobado

Hello Cymmyc,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Has the money been returned to your account in the meantime? What was the remaining balance in your account after you submitted the withdrawal request of €400 on December 4? Have you played any games since you requested this last withdrawal?

I haven't received my money back and they've deactivated my account. They've told me again that the problem is with my bank, that I received a cash on delivery payment, and that not giving me the withdrawal is their way of adjusting it, but my bank says I haven't received any cash on delivery payment.

No se me ha devuelto y me han desactivado la cuenta, me han vuelto a decir que el problema es de mi banco que he obtenido un contrareembolso entonces que no darme el retiro es su manera de ajustarlo y mi banco dice que no he recibido ningún contrareembolso

Dear Cymmyc

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Savaspin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Savaspin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi