Spinanga Casino - Player's withdrawal has been delayed.

I have been with the company Spinanga for 20 days now. I have reached 2000, but I was only able to withdraw 500 (because they do not allow more). It has been 5 business days, and still nothing... it is still in progress. I want to withdraw the rest, but I can't because they won't let me until this is done... Meanwhile, I've told them that my account does not ask for verification, and I entered the chat to ask if they need any documents from me. They assured me that it was not needed. They told me not to worry; my winnings will be with me soon. I'm not sure if I should involve someone in charge to deal with my issue...

Dear arisnikos13,

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, 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

Yes, but they tell me that the account doesn't need verification, and in the chat I talk to them, the account says that if I need to send any documents, they tell me to send them.

I don't want to waste any more time if they ask me for the documents later and it's delayed that much

Thank you for your reply.

Could you please send me a screenshot of your withdrawal history, showing the pending withdrawal requests?

I got the first 2 withdrawals, but now that I have 3 more pending, it doesn't go into my account at all...they tell me they can't find a document with such an e-mail...they will drive us crazy...at least the withdrawals should be done and I won't have to study again with this company...it blew my mind

Thank you for the update. I’m glad to hear that you received the first two of your withdrawals. However, I need more information about the casino's difficulty in identifying your email address and matching it with certain documents.

Could you please provide additional details regarding this issue? Ideally, forward me the communication between you and the casino’s customer support team to [email protected]. This will help us understand the situation better and assist you more effectively.

Thank you for your patience and cooperation. I look forward to your reply.

They froze my account, I'm waiting for an answer as to why and more... and I had 3 pending withdrawals... the absolute shame... I will claim my money until the end

Thank you very much, arisnikos13, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you arisnikos13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

They have sent me an email saying that my account has been verified but until then they say that when they have new ones they will tell me...but I don't see an advance...help me get my money...for no reason they blocked me

Dear arisnikos13 ,

Thank you for contacting us.

In order for us to proceed with manual withdrawal of your remaining balance we would need your bank details.

We would kindly ask you to send us at email the following bank details :

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best Regards

Spinanga Team

I have sent them to e-mail, I hope we can finish here because I am tired of this waiting and confusion for so many days

Dear arisnikos13 ,

We are happy to inform you that all of your balance was paid out to the method you had provided.

Best Regards

Spinanga Team

Thank you very much for the update Spinanga Casino representative.

Dear arisnikos13, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you very much

Dear arisnikos13,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.