The player from Ontario had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved as the player confirmed that the withdrawal was processed after the necessary KYC verification was completed. The Complaints Team marked the complaint as 'Resolved' in their system following the player's confirmation.
Spinanga Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: C$500
Spinanga Casino
Safety Index:HighCase summary
Discussion
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3 months ago
I’ve been waiting over six days for a $500 win. I keep getting inconsistent messages on when I’m getting it. Please see attached. I’ve been told I will be seeing it in my account within a few minutes that was 10 hours ago. Scripted responses. They’re told me initially three working days and it is 6 days and now it is Friday afternoon, which means I’ll be waiting till Monday. I don’t see myself getting these funds. I thought it was a great casino. Great support excellent platform. Disappointing that I have to fight for $500. I’ve just never experienced this before. I hope you can help me with this matter.
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3 months 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 months ago
Dear Bracon,
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 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bracon,
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,
Attila
