Doctor Spins Casino - Процесс вывода средств игрока был отложен.

Hi, I joined this site in March and quickly verified my account. I opted out of all bonuses, have met their deposit terms and withdrew my winnings on 14th April. Since that date the withdrawal has remained awaiting and customer support have not responded to my email of 26/04. When I speak to support on chat they just say be patient and close the chat abruptly. I have since learned that this site claim to have a Curacao license which is a false claim, furthermore they appear to be part of the same circle as cherryfiesta, ares and goldenlion with the dreaded phone number 3308087970. It’s my own fault and I fear the worst as far as the withdrawal is concerned. Appreciate your thoughts.

Dear Emerald36,

Thank you very much for submitting this complaint. I'm sorry to hear about your problems.

Our team has completed the review of Doctor Spins Casino, which will be published on our website on May 8. I can already inform you that the safety index of this casino is low, standing at 3.9/10. Notably, the casino lacks a valid license, and upon reviewing its Terms and Conditions, we identified several rules we deem unfair. It's worth mentioning that the casino is owned by WinBet NV, the same company behind Galaxy Spins Casino, Superb Casino, and Maximal Wins Casino. Most of these entities have a no-reaction policy regarding resolving player complaints with us.

Nevertheless, please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what the status of your withdrawal request is? Is it still pending or has it been approved by the casino?

When was the last time you communicated with customer support regarding your delayed payment?

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

Hi Veronika,

Thank you for your response and initial feedback in relation to this site. I will be interested to read your full review on 08th May.

The status of the withdrawal is "Awaiting" since 14th April, there has been no email or communication from them concerning the withdrawal.

I emailed them 26/04 with the withdrawal reference and requested an update to which I have had no response. I spoke to their 24/7 chat yesterday who told be that they don’t know when the withdrawal will be processed and to remain patient.

Many Thanks

Thank you very much, Emerald36, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronika. Since contacting you Doctor Spins has replied to say this withdrawal is still under review and to remain patient. It’s has now been almost a month under review. I have no confidence that this will ever be processed.

Hello Emerald36,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I've reached out to the casino representatives via their official email address and am currently awaiting their response. I'm hopeful that they will reply soon so that we can progress towards resolving the issue at hand.

Thank you in advance for your patience in this matter!

Best Regards,

Jakub

Thank You Jakub

Hi Jakub ..just to illustrate my point. When I asked for an update today I received this response.

Yet the withdrawal is clearly Awaiting here.

Thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The Casino won’t reply Jakub as they are completely bogus. The initial deposit I made to Dr Spins went to a medical equipment provider in Nairobi so that tells you all you need to know. The significant amount which I thought I won fairly still sits there in my account purely to give the illusion that this is a legitimate site. It is however a scam and I hope this correspondence helps educate others that this is to be avoided.

Dear Emerald36,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,