Spins Heaven Casino - Вывод выигрыша игрока задерживается.

I submitted a withdrawal on the 3rd march. Their withdrawal policy states that it will be processed in 24-48 hours. I have contacted chat several times and keep getting the same copy and paste dialogue that it will be processed in 7-21 days! The withdrawal has even been looked at yet as I can still cancel it.

if I ask a question that they do want to hear my chat is ended. I no longer have access to the chat option because I enquired about my withdrawal and asked why another member on this forum was paid out in hours and another member has been waiting 2 months.

Dear Mandy473,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Mandy473,

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.

Hi, unfortunately not. My chat has been restored but the withdrawal is still showing as processing. I would be able to cancel it so I don’t think it has been looked at. My acco7nt is verified. Many thanks.

Thank you Mandy473 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear Mandy473, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Spins Heaven Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Mandy473 can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia