The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had communicated with the casino regarding the player's pending withdrawals, which were delayed due to an ongoing verification process. After several updates and discussions, the player had expressed disappointment with the delays and the verification requirements. Ultimately, the player had requested to close the complaint, leading to its rejection by the Complaints Team.
Spinanga Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €4,000
Spinanga Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Dear Sir or Madam
Dear users
Dear Casino
I would like to kindly inform you that I have 4000€ real money in my casino account
It was even 4580€ to be more precise I lost 580€ again and now have a total balance of 4000€
I would like to withdraw my balance of (4000)€ and for this I need your support
I am really looking forward to working with you
The casino claims that I can only withdraw 500€ every 24 hours
I can only request a maximum of 3 withdrawals
As soon as a payout is processed I can request the next payout of a maximum of 500€
Processing the payout may take up to 3 business days
This means I have to wait at least 3-4 weeks for my payout
I think this process is not right, so I ask you to ask the casino to find an even faster solution
I consider the long waiting time to be unfair conditions
First, I would like to consider the complaint as positive
I hope for a reasonable solution
Thank you so much ❤️
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8 months ago
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationThanks for the quick response
I would like to find a faster solution with you and the casino for my payout
I have a real money balance of (4000)€ with which I would like to have a nice holiday
I have also decided to donate a part of this profit to children suffering from cancer or seriously ill children
I would be happy if you could help me to receive my winnings faster and safer
I thank you in advance for your efforts and support
❤️ 💙 💜 💖 💗 💘 ❤️
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8 months ago
TranslationHello dear users
I would like to inform you that I have still not received any payment
I am very worried
I have invested several thousand euros which I can also prove
I recorded several conversations
I have several transaction histories I have saved all the necessary information
Conversations from live chat
Confirmations by email
Several screenshots showing my balance and personal data
Deposits and withdrawals belonging to the same company and the license
Several screenshots showing my withdrawals with the same bank connection the company works with
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8 months ago
TranslationThe deposits are processed via Softcloud Ltd with the same bank details
The payout will be processed via INPAY AIS Toldbodgade 55B,6.,1253 Copenhagen, Denmark
I have made several deposits and withdrawals for this company
Comoros (Anjouan Gaming)
Casino Group
NovaForge Ltd
Comoros (Anjouan Gaming)
Casino Group
Stellar Ltd
The bank connection is exactly the same for deposit and withdrawal with which the company works
Comoros (Anjouan Gaming)
Casino Group
NovaForge Ltd
Comoros (Anjouan Gaming)
Casino Group
Stellar Ltd
I have played in several casinos I have lost more money than I have won
I have also received several transfer payments
Please invite the casino to a discussion so we can find a solution for my withdrawals
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8 months ago
TranslationDear Casino Guru Team Dear Users
I would like to inform you about
I was promised to proceed with my payout today 6.08.2025
As soon as this happens I will inform you all
Thank you for your attention
And I look forward to giving you positive feedback as soon as possible
Thank you so much ❤️
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8 months ago
TranslationSeveral weeks have passed and I still have not received any payment
I ask for your help Casino Guru
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7 months ago
TranslationHello good morning dear team
I have received several confirmations from Casino Spinanga
After reviewing your account, we would like to inform you that the expected dates for your two withdrawals have been set for August 11 and 12, 2025.
In the live chat it was also confirmed to me that I must and will receive my payout from 03.08.2025 today on 11.08.2025
I have saved all the necessary evidence
I have stored all the necessary evidence about every subject down to the smallest detail
As soon as I receive the payment today on 11.08.2025 I will inform you
Thanks so much
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7 months ago
Dear player,
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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7 months ago
TranslationHello good morning everyone
I received two payouts of 500 euros, a total of 1000 euros
I am still waiting for my other two payouts so far everything is running smoothly
I have now requested two payouts of 1000 euros, i.e. two times 500 euros
I'll keep it running as soon as there's news
I'll get in touch
Thank you all so much ❤️
You are great
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7 months ago
TranslationGood morning dear team I would like to report some news
I have today on 18.08.2025
Received a payout of 500 euros around 08:30
I still have two payouts of 500€ in processing, so a total of (1000€) is in the payout
I hope that I will receive these payments as soon as possible so that we can evaluate this complaint positively and close it as successful
I would like to thank the casino even if there was a delay
Thank you for keeping your word and will continue to do so in the future ❤️
I am looking forward to reporting as soon as I have received all the payouts. Many thanks
Love, Cs ❤️
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7 months ago
Dear all,
Thank you for bringing our attention to this matter and allowing us to participate.
Our sincere apologies go out to Cihan for any inconvenience caused by this delay.
We will carefully examine the case and post a reply once there is more information.
Your patience is much appreciated.
Kind regards,
Spinanga Team
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7 months ago
TranslationI love the casino thank you Spinanga you are really excellent
I can only recommend the casino
❤️ only love
Even if it takes a long time, they still make an effort and I really appreciate that.
Thanks also to you Casino guru you are doing an excellent job that has to be said thank you very much
I expect my payment as discussed in the shortest possible time. I am looking forward to being able to report positively about the result shortly. Many thanks again to everyone involved. You are the best ❤️
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7 months ago
TranslationIMPORTANT !
I would like to report that my payments from 12.08 and 13.08 are still in the payout
Today is the 6th working day of my payout
the specified time of maximum 5 days was exceeded
IMPORTANT !
Please process both withdrawals at the same time so that we can close the complaint as a positive experience
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7 months ago
TranslationSpinanga Casino
Please process both withdrawals at the same time so we can close the complaint
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7 months ago
Dear Spinanga Casino, could you please provide an update regarding the two pending withdrawals from 12.08 and 13.08?
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7 months ago
TranslationHello everyone, I would like to report an update
I am deeply disappointed with Spinanga Casino
The agreement was not adhered to
I always received my requested payouts much later than promised
At the beginning there was talk of 3 working days and then it became 5 working days but this was not adhered to
The casino has promised me that in the future the long wait for the other payouts will come to an end
In the future it should be processed faster
I currently have 2 payouts in the payout 2×500€ so a total of 1000€ in the payout
Meanwhile, more than 5 working days have passed
I lost a total of 2000 euros from my total balance because of the long waiting time
Important!
Suddenly the casino requires verification with personal information
What I find absolutely incomprehensible is that the casino previously informed me that no verification is necessary in order to process the payout even faster so that no delays occur.
Even this statement from Spinanga Casino was a lie
I think that Spinanga Casino is absolutely committing a crime by doing this
they want internal privacy for verification
1 month bank information
ID plus selfie
I consider this process invalid and absolutely unfair
I did not ask for your personal details or bank statement when making the deposit
I am aware that they want to drag this out on purpose and I consider these conditions to be completely unfair
I would like to mention again that the casino has already paid me money and there was never any mention of verification
On the contrary, I was confirmed that no verification is required
I am really annoyed I really thought that we could solve this complaint as positive
They force me to do something I don't want to do
And with this, the Casino is absolutely punishable
And now I ask for your help Casino guru
I have told you everything before, you can see that this casino is acting unfairly
I am really very disappointed
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7 months ago
Dear all,
Thank you for raising this case and allowing us to participate.
We kindly inform the complainant that his withdrawals are temporarily put on hold due to an ongoing verification procedure. This is nothing out of the ordinary and there is no reason to be concerned.
To help us complete the check, we kindly urge the complainant to provide the documents requested in our latest email.
We are grateful for your patience and cooperation.
Kind regards,
Spinanga Casino
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7 months ago
Dear player,
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.
