The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. The player's account had initially been blocked, and after extensive communication with the casino, it was confirmed that his original account had been restored and verified. The player had expressed concerns regarding the withdrawal limits and the delays in processing payouts. The Complaints Team had facilitated communication between the player and the casino, ultimately leading to the restoration of the account. However, due to a lack of response from the player to recent inquiries, the complaint was closed, with the option to reopen it in the future if needed.
Spinanga Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €124,000
Spinanga Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello,
I won over €100,000 at Spinanga. I have a €2,400 payout pending since March 30, 2025, which hasn't been paid out. I'm constantly being told it will take time and to be patient. I don't get any replies to my emails either; they're simply ignored. What should I do? My sister passed away last year, and I had hoped to finally use the money to support her with what she deserves. I don't know what to do anymore. I'm trying to be nice, but it's very difficult.
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9 months ago
Dear chrishido,
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.
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9 months ago
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Hello, I made a mistake with the amount; it's €102,400. I apologize.
€2,400 is pending payout, which has been pending since March 30, 2025. €100,000 is still in the game account. I hope the payout will be processed or perhaps you can help me. I would be very happy if I received half, as I would like to use the money for my deceased sister first.
Thank you in advance
I've included a picture. It would be nice if it remained private.
Do you need other screenshots?
I'm still waiting for the recommended 14 days, but I have a bad feeling.
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9 months ago
Dear chrishido,
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.
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9 months ago
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Good day,
No, unfortunately, nothing new yet. As always, I'm being put off by customer service. They say the payout is prioritized, and then it's in the final stages. Then they contact the finance department to expedite it. Anyone who wins at this casino doesn't get their money. If the payout takes four weeks, it'll take me years. This is a scam; this casino apparently profits from players' winnings.
This casino does not deserve the good rating.
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9 months ago
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Yesterday, the casino paid out another €800 from the withdrawal I made on March 30, 2025. Today, I thought they might pay out the next €800; unfortunately, they didn't pay out the withdrawal I requested on March 31, 2025, but instead blocked my account!
Apparently the password no longer matches the email!
Resetting the password doesn’t work anymore either!
No email in the spam folder either!
So the casino keeps my €100,000 and the remaining €1,600 that was already requested in the withdrawal!
So, Casino Guru, where is your help? The casino is cheating and lying, and what are you doing? Giving the casino such a good rating?
How can this be?
Please hide my email address. Everyone should be careful and not play at this casino. They simply keep your winnings and give you small amounts so you stay calm and have time to cheat you!!!!!
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9 months ago
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I spoke to customer service, and they said my email address no longer exists. They then asked me for my email address and apparently created a new account. My account is gone, and so is my money.
Rating for this casino should be scammers!!!!!!!!
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9 months ago
Dear chrishido,
Would it be possible to forward the communication between you and the casino related to this case to [email protected] for further review?
Awaiting your response.
Regards,
Nick
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9 months ago
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I have to forward all emails to you individually. I do this via my email address . I'll also send you a video I recorded before my account was deleted. I'll start with the most recent one and work my way down. Unfortunately, I missed the last conversation because these scammers immediately closed the chat. And yes, scammers, that's all it is. My winnings! Precisely because I wanted to use it for my deceased sister, I will either get the money or fight for it and use my reach to spread the word about this casino. Nobody is scamming me! I'll start with the video.
Thank you for your help
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9 months ago
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I have now sent you everything retroactively up to March 30, 2025.
My offer to the casino is in place. I'm currently working on a video that I'll publish if everything goes wrong.
So far, I have six YouTubers who have also published my video on their platform. Together, they have more reach than the casino player. I will warn everyone about this platform, and if I reach even half, that will make me happier than I am angry right now.
I already told the casino that they cheated the wrong person! I'll wait another 14 days. I have more than enough proof.
Thank you in advance for your effort and help.
Best regards
Christian B***
Edited by a Casino Guru admin
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9 months ago
Dear chrishido,
Thank you for reaching out to us.
Before we can proceed with your withdrawal request, we would appreciate your clarification regarding the account you are referring to as the original one. It appears that the only account you registered with on Spinanga Casino was created just recently on April 15, 2025, and there are currently no pending outstanding payments.
Thank you for your assistance in this matter.
Kind regards,
Spinanga Casino Team
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9 months ago
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It was obvious this was coming. But why do I have emails before April 15th?
Why withdrawal requests before April 15th?
They deleted my account and, after contacting their customer service, simply created a new one for me. Before I could respond, the chat was closed. I sent Casino Guru material. I will post it on all forums and review sites.
How else could I have applied for €800 on April 1st if I don't have an account and you can only withdraw €800 once you reach Level 3 in your VIP program?
You fooled the wrong person. Maybe it was a system error? 🤔🤔🤔
You should think about what you're doing because everyone can see that I had an account with you before April 15th. The request to Casino Guru was already before April 15th.
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9 months ago
Dear all,
Thank you for your patience!
We would like to also draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
- the Duplicate Account will be closed without an option to reopen it;
- each action performed using a Duplicate Account is considered void;
- any promotions that the Duplicate Account has participated in will be cancelled;
- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
However, we have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.
Kind regards,
Spinanga Casino Team
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9 months ago
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I didn't have a duplicate account with you so stop lying!!!
I submitted proof that clearly shows that I had an account with you before April 15th. You're so intelligent, you even confirmed that my account has supposedly existed since April 15th. The only problem is that you entered all my information incorrectly. I have enough photos and even a video.
Denial is useless.
So dear guests.
This casino is obviously lying.
If I get paid out my winnings, I'll withdraw all claims and complaints. Otherwise, I'll go ahead with this.
I hereby make you an offer and waive 20% of my profit. If you transfer me €80,000, the matter is settled for me.
Make me another offer.
Publicly here. And we see what kind of casino you are.
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9 months ago
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Here is the before and after photo.
Previously:
Afterward:
I'm not stupid.
You thought I wasn't collecting evidence. Too bad. I want my money!!!!
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9 months ago
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Why should I open a new account with the same email address and phone number?
A friend read your answer and had to laugh.
You cannot open a duplicate account using the same email address and phone number.
It's like me trying to sign up for Netflix twice with the same email address. You should admit the mistake, apologize, and that would be the end of it for me. I want an offer from you, and you'll even get a positive review with a large prize. On RTL's Facebook page, you can find a report from April of last year about my deceased sister. I've been in contact with the reporter since today. I'll be happy to send you the link. If we can't reach an amicable agreement, I'll send her the data as discussed.
I'm interested in an amicable settlement and hope for an apology. If necessary, I'll go through with it. Your decision.
I'll give you a week, that should be enough.
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9 months ago
Dear chrishido,
I hope this message finds you well.
The terms and conditions concerning duplicate accounts have been clarified to indicate that it is not permissible to maintain two accounts on the website or to create a duplicate account. Additionally, it outlines the consequences that may arise if a duplicate account is created with differing details.
As previously stated, we sincerely apologize for any inconvenience this may have caused. We kindly ask for your continued patience as we work diligently to complete the verification process at the earliest opportunity.
Thank you for your understanding and cooperation.
Kind regards,
Spinanga Casino Team
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9 months ago
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Good morning,
I'll give them 7 days, as I wrote. I haven't opened a duplicate account. I have proof.
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9 months ago
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To ensure everything is clearly documented for everyone, the casino contacted me today and asked for verification. I completed this as requested, using the following documents:
ID card (front and back)
Credit card (front and back)
Bank statement with name and IBAN
telephone bill
Selfie with ID in front of the casino website
Selfie with credit card in front of the casino website
Everything was also sent to the Casino Guru employee and the reporter for documentation.
FYI: You have 6 days left to process your application.
Thanks again to the Casino Guru team. I hope this gets resolved and this casino deserves its high rating. Personally, I don't believe it.
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9 months ago
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Good morning,
This morning, Spinanga even sent me a verification request to the email address I use for Casino Guru. Since I already did this yesterday with my registration email address, I will obviously not comply with this request.
Your approach is extremely unprofessional and seems quite provocative. You're requesting verification of this email address just to annoy me. This won't happen. The requested data was sent to you yesterday.
FYI you have 5 days left!
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9 months ago
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Sorry, but your behavior isn't normal. Are you trying to annoy me?
Sending it once is enough. That's exactly why I sent it to Casino Guru yesterday, because I had a feeling it would work.
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9 months ago
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They even sent two verification requests to my Gmail address. How outrageous is that!
Verification has already been completed from my email address and forwarded to everyone involved. I'm documenting everything, and it's starting to get pretty brazen.
I hereby remind you of your deadline and am also awaiting a counteroffer. Your blatant lie that I opened a duplicate account with the same email address and phone number remains ridiculous.
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9 months ago
Dear chrishido,
We want to inform you that your account has recently undergone a security review. This process is part of our ongoing efforts to ensure the integrity and safety of all player accounts.
We will contact you soon with more details as we receive updates.
Thank you for your patience and understanding.
Kind regards,
Spinanga Casino Team
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9 months ago
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If you blocked my player account, why did customer service simply open a new one using my details? I don't understand.
And then everything is wrong.
If the money and my account are reactivated and I can make my monthly withdrawals as per the terms and conditions, the case would be closed for me. This, of course, assumes that my account is restored and the account opened by customer service is deleted.
I ask the reporter to wait a week before posting and to delete it once the matter has been resolved. I hope for an amicable settlement, if only for the sake of my deceased sister.
Best regards
Christian B****
Edited by a Casino Guru admin
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9 months ago
Thank you chrishidof or all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello chrishidof,
I'm Michal, and I have taken over this complaint and will try my best to help. I have reviewed this case, and I find it somewhat unusual, as it should not be possible to create two accounts using the same information. However, please understand that the casino team is entitled to conduct a security review of your account, as this is a standard practice within the industry. I hope this review provides some clarity regarding the matter.
Dear Spinanga Casino Team,
I look forward to the outcome of the security review. I trust the situation will be clarified, and a suitable resolution that satisfies both parties can be reached. If there are any relevant details that cannot be disclosed publicly but might assist in resolving this matter, please feel free to share them with me directly at [email protected].
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9 months ago
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Good day Michael,
That's exactly what I was trying to say. You have to enter your email address to log in, and it's impossible to use the same one for two accounts. And why would I create a fake account if I won €100,000?
I would like to at least have an offer from the casino that is acceptable to both parties, but this is completely out of the question.
Thank you in advance for your help.
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9 months ago
Dear chrishido,
We are pleased to inform you that your old account has been restored and verified. In order to gain full access, it is necessary for you to change your password and subsequently notify customer support regarding this change.
You have two options:
- Log into your account and change your password manually.
- Contact customer support and request that they send you a password reset link to your email.
We hope this information clarifies the matter.
Sincerely,
Spinanaga Casino Team
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9 months ago
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Good day,
I'm glad to hear that, even though I can see from my account history that my account appears to have been hacked and money withdrawn. However, I'll overlook this triviality and am very happy that my account is accessible again.
Casino Guru, I kindly request that you keep this case open until I receive my first withdrawals and this has worked.
I'll tell the reporter about this situation and ask her to let it rest. I hope everything is working now and I can withdraw my money normally. Apparently, that worked fine for the person who hacked the account.
So for now I remain full of hope and thank you for this positive clarification.
Christian Ball
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9 months ago
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Hello Spinanga Team,
How about increasing my withdrawal limit due to the inconvenience I've had?
Unfortunately, I was at level three and now I'm at level one. It would be very nice if you could increase the limit to €5,000 per withdrawal and the monthly limit, or at least remove it. How would you feel about this suggestion?
Could you do that?
Kind regards
Christian Ball
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8 months ago
Dear Spinanaga Casino Team,
I'm really pleased to hear that the player's original account has been successfully restored. Would it be possible for you to accommodate the player's recent requests?
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8 months ago
Dear chrishido,
I hope this email finds you well.
Regrettably, regarding withdrawal limits, there is limited flexibility as we must adhere to our Terms and Conditions. These guidelines are in place to ensure a secure and fair experience for all our users.
Thank you for your understanding.
Kind regards,
Spinanga Casino Team
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8 months ago
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Hello Spinanga,
Then you should acknowledge that I could have withdrawn €12,000 last month, which I couldn't due to the account freeze and hacking. So, if you're talking about fairness, you should allow me two additional €5,000 withdrawals this month. That would be fair, because otherwise, it would be quite unfair to me compared to other players.
Would this agreement be acceptable to you?
And it would also be nice if I didn't have to wait 14 days for a payout, because otherwise I wouldn't even reach €3,000 a month.
I would be grateful if we could at least agree on that, especially as an apology for any inconvenience caused.
Best regards
Christian Ball
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8 months ago
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I'd like to add something else. It seems that those who hacked my account were able to strangely make two withdrawals that completed on the same day. Why does something like this take so long, but when I want to refund money to my credit card, it takes days or even weeks?
Like I said, I'll overlook it, but I want my withdrawals to finally work.
My proposal is this: Authorize me for two withdrawals of €5,000 each, and I'll transfer the remainder to myself according to your terms and conditions. However, I also ask that you adhere to your terms and conditions and not make me wait weeks for a withdrawal.
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8 months ago
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I'm going to create a little payout journal here to track how fair the payouts are. Spinanga has already mentioned fairness, and I would ask that this be left open until I receive my money, so that everything remains fair.
I'll list when I requested the payout and, when it's paid out, the date. My payout limit is currently €7,000 per month. We'll see if I can even reach that.
A maximum of three withdrawals are possible, so I always have to wait until one has been paid out.
Payout:
1. 05.05.2025 / 500 € still outstanding
2. 06.05.2025 / 500 € still outstanding
3. 07.05.2025 / 500 € still outstanding
I'll edit this list immediately upon payment. I also think it's a good idea for transparency.
Kind regards
Christian Ball
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8 months ago
Dear hrishido,
I hope this email finds you well.
Upon reviewing your account information, we have observed that the withdrawal requests you referred to (6,7,9 May 2025) were subsequently canceled by you prior to their completion. Regarding the withdrawal request dated 5 May 2025, unfortunately it has been cancelled by the provider.
Please be advised that withdrawal requests generally require a minimum of three business days to process, starting from the day following the request or the day of the last processed withdrawal. It is essential to note that this timeframe excludes Saturdays, Sundays, and holidays.
We would like to recommend that you refrain from canceling withdrawal requests, as this will necessitate the initiation of the process anew.
Furthermore, if you attempt to make a withdrawal that exceeds your withdrawal limits, it will unfortunately also be cancelled.
Besides, we would like to inform you that there are currently no pending outstanding transactions on your account.
We trust that this information provides clarity regarding your situation.
Kind regards,
Spinanga Casino Team
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8 months ago
Dear chrishido,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Michal
Casino.Guru
