The player from Greece faced significant delays in withdrawing funds, having made three requests since May 31. After a lengthy identification process that was not clearly communicated, the first withdrawal was canceled, and the player could not access their account. This ongoing issue lasted over 40 days, with unresponsive customer service. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player and closed the complaint.
Spinanga Casino - Player’s withdrawal has been delayed and account access is restricted.
Closed
Our verdict
Player stopped responding
Amount: €824
Spinanga Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Well I have requested 3 withdrawals at this casino
May 31
June 3
June 4
My request was being processed for about 10 days, at first I asked on live chat and by email and they replied that due to workload my withdrawal was delayed, this was for the first 2 weeks, then they discovered that my account needed identification, which is not mentioned either in the casino or in the withdrawal terms. I did the identification with great difficulty because they wanted specific documents that I have never heard of in an online casino and finally since my account was approved, I received an email yesterday that the first withdrawal (May 31) had been canceled and I have not been able to access the account since yesterday because it is supposedly being processed, 40 days have passed since my first request, live chat does not help you, they take days to respond to emails or they never respond at all.
My worst experience at an online casino guys stay away there are much better ones out there.
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9 months ago
TranslationI made my withdrawal without a bonus, that is, a real balance. I won it on slots, and now they canceled my second withdrawal and I still can't access my account.
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9 months ago
TranslationThey have canceled all 3 of my withdrawals and they have not closed my account because it is supposedly under review. IS IT SERIOUS! NO ANSWER?
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9 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear TurnSef,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
