The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. The player reported repeated withdrawal cancellations, and we asked for KYC status, bonus use, and a screenshot of his withdrawal history to clarify the issue. The complaint was later marked as resolved by the player, so we closed it as resolved in our system.
Spinanga Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €300
Spinanga Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Mediation Team,
I am filing this formal complaint against Spinanga Casino for the unjustified delay in processing a withdrawal of €300, which has been blocked for over 15 days with repeated cancellations and conflicting information.
Detailed timeline of events:
Late August 2026: The first withdrawal request for €300 was submitted to a Mastercard. After waiting for over 8 business days without any request for document verification (KYC confirmed as unnecessary by customer support), the request was cancelled by the system.
Early September 2026: At the request of support, I requested a withdrawal via SEPA bank transfer to my BCP account.
September 9, 2026: I received an official email from Spinanga support (request 55839228, transaction ID 29UNDUL29CMYUXU) formally confirming: "your withdrawal request has completed successfully."
September 16, 2026: After five banking days, no funds have arrived at my bank. The withdrawal was canceled for the second time, with the reason emailed to me: "The request encountered an unexpected error on our servers."
September 16, 2026 (today): I submitted a new withdrawal request for 300 EUR in USDT (TRC-20) cryptocurrency to bypass their ongoing bank freezes. Live Chat customer support refused to expedite the process and referred me to their internal complaints department ( complaints@spinanga.com ), to whom I have already sent a formal complaint.
My account is fully in order, there are no pending KYC documents, and the funds are derived from legitimate play. It is unacceptable for the casino to repeatedly cancel withdrawals, blaming their server errors and forcing the user to wait interminably.
I request Casino Guru's intervention to monitor the situation and ensure that the casino processes and immediately disburses the balance of 300 EUR in USDT TRC-20 without further delays.
Edited by a Casino Guru admin
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Vlad737,
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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3 weeks ago
I’m sorry to hear your withdrawals have been repeatedly canceled. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- Please share a screenshot of your withdrawal history directly to this thread.
Thank you very much in advance for your reply.
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3 weeks ago
Translation1. If
2. IF
3. No
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vlad737,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
