The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player had been informed that withdrawal processing could take up to 14 days due to verification or high request volumes and was advised to wait before submitting a complaint. After the recommended period had passed, the player did not respond to follow-up inquiries from the Complaints Team. Consequently, the complaint was closed due to lack of communication, but the player could reopen it by resuming contact.
Spinanga Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €320
Spinanga Casino
Safety Index:HighCase summary
Discussion
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1 month ago
I have made 3 withdrawal requests in the last two weeks. the first one was on 19th of March and the last two were made on 25th of March. now i'm waiting for the first transaction almost two weeks, i have contacted the support team both on the site and by the e-mail and they are telling me the same story that they have a lot requests and thet the financial department is doing evererything to solve the problem. I'm frutrated of that i need HELP!!!!
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1 month ago
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.
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1 month ago
Dear Niksas,
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
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1 month ago
Dear Niksas,
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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1 month ago
Dear Niksas,
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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1 month 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,
Karla
Casino.Guru
