A Spinomenal casino does not pay out. What to do?

Some players encounter a problem at times. After playing for a few days, weeks or months and collecting $10, $100 or any other amount, a player wants to cash it out. Everything seems to be going smoothly – you’ve passed the KYC and uploaded all the documents that the support team asked you to. Days go by, but you do not get your money. You know (or you believe) you did everything correctly on your side, but you still cannot withdraw the money. What’s the problem? Let’s figure it out.

Scam

The online casino wants to shave your money. This does not occur often, but there’s nothing you can do in this situation. Just try to relax and forget. Yes, shit happens.

Poor Support

Casino reps whose responsibility is to answer players’ questions in the live chat do not earn much. Thus, they are not motivated enough to help you. Some online casinos hire clueless guys to save money instead of hiring experts. As a result, a player asks a simple question but gets a dumb answer (if at all).

So, you cannot find out any details about the status of your pending withdrawal. You can see it’s been pending for 10 days, which is not normal, but the Support guys do not give you any answers because they are not smart enough. So, the online casino is not a scam, but the employees cannot fix the issue, or they do not care about your problem. This is not a deadlock – you can overcome this issue in most cases.

No scam – Just slow withdrawal

In most cases, online casinos are very slow at different stages: verifying your identity, checking your active bonuses, and tracking your game patterns (maybe, you used some tricks in roulette that online casinos consider abusive, and they want to see the history of your bets).

How to deal with slow or no withdrawals?

• Read the terms and conditions with attention, especially the part about Withdrawals. Most online casinos specify processing times. Sometimes, they can be very long. Therefore, your week-long delay in payouts can be legitimate. Just wait.

Example from Bets.io:

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• Try to contact the Spinomenal casino via all the channels they publish on their site. Look at the footer or go to the Contact (Contact Us, etc.) page. Usually, they have a live chat, an email and a contact form. Some have a phone number (though it’s rare). Identify yourself and ask them about the reason why the cashout is delayed.

Example from Bets.io (this is the footer of their mobile site version):

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• Check your banking option (contact the bank or see any messages in your bank app) because they can block the transaction (Visa and Mastercard decline gambling transactions occasionally). Ideally, your casino must inform you if your payment encounters an issue with your bank. But, as I’ve said above, some casino guys are lazy and/or unprofessional, so they can forget to inform you.

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• Bonus eats into the withdrawal: Suppose you requested a withdrawal of $100. The online casino is expected to process your payout within 48 hours, according to its T&C. Suddenly, you see a mega beneficial no-deposit bonus that you claim immediately, while your withdrawal is still pending. When this happens, your withdrawal request will be cancelled in 99% of cases. But you might not know about that and keep waiting for your money. If this happens, you have three options:

– Cancel the bonus and create a withdrawal request again.

– Wager the bonus and create a withdrawal request again.

– Do not create a withdrawal request at all.

Tip: Do not claim any bonus until your current withdrawal request is processed completely!

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• Contact the license issuer: If nothing helps, the only way is to submit your complaint to the body that has issued the license to your online casino. This is the final instance and the slowest one.

Most licensed online casinos place their licensing info at the footer. Let’s take a look at the Bets.io site.

The arrow shows the Anjouan license held by Bets.io. Let’s tap it.

Click ‘File a Complaint’ and upload all the details of your complaint.

Note that other online casinos might have other licenses (Curacao, MGA, Kahnawake, etc.), but all of them accept players’ complaints in one or another way. Personally, I’ve never tried to settle similar issues through a licensing body, but my friends used to tell me it would take a lot of time, and the outcome is not clear. Sure, you can try this option if other options failed.

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If you want to play in a good casino that rarely has withdrawal problems, here is a small selection. They are not perfect, but they are not fraudsters:

Please share your experience of how a casino tried to hold or steal your money. We will publish your story.