The player from Italy had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported a delay of 11 days without receiving the withdrawal of 9,000 euros. The issue was resolved after the player eventually received the funds, despite experiencing a loss of the available balance while waiting. We marked the complaint as resolved.
Spinanga Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Withdrawal Delayed (7+ Days) - Priority Promise Broken & Support Confirmed Account is Verified
`I requested a withdrawal of €500 last week. The casino terms state 3-5 business days.
Yesterday (Monday), Live Support agent "Esther" explicitly promised me that my request was flagged for "PRIORITY" handling to avoid a negative review.
Today (Tuesday), the status is still "Pending".
I contacted Live Support again today at 11:00 AM. Agent "Alberto" confirmed in writing that "there are NO ISSUES with my account" (see attached screenshot).
Despite this admission, they still refuse to process the payment and keep delaying with generic excuses.
I have a balance of €9,000+ that I want to withdraw, but they are blocking the first transaction to prevent me from withdrawing the rest.
I have full chat transcripts proving the broken promise and the confirmation that my account is fully verified and issue-free.
I demand immediate processing of my pending withdrawal.
Public
Public
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.
Public
Public
3 weeks ago
Dear Lollo1804,
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
Public
Public
2 weeks ago
Dear Lollo1804,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
2 weeks ago
Translation
Problem solved after losing the 9000 euros available while waiting, the next day they magically sent them
Automatic translation:
Public
Public
1 week ago
Dear Lollo1804,
I’m very glad to hear that your issue has been successfully resolved. I will now mark the complaint as resolved in our system.
Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.
Best regards,
Karla Mayfly
Casino.Guru
