Spinanga Casino - Player’s winnings are delayed due to account review.

Good evening, I won 500 euros at spinanga on Saturday and to this day they are reviewing the account, never asking me for any identification documents

Dear Sofia1810,

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, an investigation of your gameplay, 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 game history has been checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

I'm sorry, I don't think it's normal, when they say they're quick with a withdrawal, I also don't understand why I have my public identity here

I understand your frustration and dissatisfaction, and I truly empathize with your situation. Based on our experience, most payments are typically processed and received within the 14-day timeframe. However, occasional delays can happen due to external factors beyond the casino's control.

Our policy requires us to wait for the full 14-day period to elapse. If you haven’t received your winnings by then, please let us know, and we will proceed with a further investigation on your behalf.

Regarding your "public identity," could you please clarify what you mean by this? Usernames and profile pictures are selected by you directly, not by the administrators of Casino Guru.

Already solved, thank you

Dear Sofia1810,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru