The player from Germany had been waiting three weeks for a €300 withdrawal, which was still under review, while his account was blocked from deposits and withdrawals. Despite contacting customer support, he received generic reassurances without clear explanations for the account status or the withdrawal delay, and no verification documents had been requested. The withdrawal was eventually processed after the player provided his bank details, but his account remained blocked due to a suspected breach of fair play policies, and the casino retained loyalty points as discretionary bonuses not considered real money. Since the player received his eligible balance, the complaint was considered resolved and subsequently closed due to the player's lack of further response.
Spinanga Casino - Player’s withdrawal has been delayed, account blocked.
Player stopped responding
Amount: €1,116
Spinanga Casino
Safety Index 8.3 HighCase summary
Translation
I won the aforementioned amount with €50 of real money. On January 29, 2026, I requested a €300 withdrawal. It showed as being under review for a day. After that, I continued playing normally. The next morning, I could no longer access any slots, and suddenly under Deposits/Withdrawals, it displayed: "Deposits blocked - Deposits restricted by the operator" - and the same for withdrawals. The requested €300 withdrawal is still under review to this day. I contacted live customer service via chat, who informed me that everything was fine with my account and that I should contact support via email.
I did this immediately, of course. Despite this, I only received the response that my money was safe with them and that I shouldn't worry. They said there was a delay due to a review, but no explanation as to why my account was blocked, and no documents have been requested to this day. Under the "Verification" section in the casino menu, it says: "It looks like your account doesn't need to be verified. Have fun playing."
In addition to the requested payout of €300, I still have €816.16 in real money credit at the casino.
I have given the casino four weeks and would like clarification. Therefore, I am asking for your help.
Respectfully
Georg Johann P***
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.
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Do I understand correctly that you have access to your casino account, but you cannot use it?
- What is the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
TranslationGood evening, thank you very much for your quick reply. Yes, that's correct. I can log in, but I can't use anything – neither withdrawing, depositing, nor playing.
The status of my payout is: "Processing. Reviewing your transaction request."
I only play slot machines.
Best regards
GP***
Thank you very much for your reply, georg.p. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
TranslationGood day,
I have sent you two emails to the email address you provided, containing the requested correspondence.
Best regards
GP***
Dear georg.p,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.
Dear Spinanga Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Dear Casino Guru,
We have sent an email to Mirka providing a detailed explanation of the situation.
Kind Regards,
Spinanga Team
Dear georg.p,
Could you please specify, which payment method(s) you used for deposits in this casino? Are you able to prove your ownership of all of them?
Thank you for your confirmation.
TranslationGood day,
I used my verified Skrill account for the deposit, and of course I can prove it. And the casino can see which deposit method I used. What I don't understand is why my casino account has now been completely blocked, so I can't even log in anymore.
LG
P****
Dear Casino Guru,
We are currently requesting additional evidence on your behalf and will provide an update as soon as we receive further information.
Kind Regards,
Spinanga Team
Dear georg.p,
Thank you for your patience.
Please be informed that your case is currently under review and you will be informed as soon as possible with further information.
We thank you for your understanding.
Kind regards,
Spinanga Casino Team
Dear Spinanga Casino,
I kindly ask you to provide the supporting evidence as soon as possible, since it had been requested weeks ago.
Thank you for your cooperation.
Dear georg.p,
Thank you for your patience.
We would kindly ask you to check your emails and provide us with your bank details in order to proceed with the withdrawal of your remaining balance.
Thank you for your understanding.
Kind regards,
Spinanga Casino Team
Dear georg.p,
Could you please confirm, if you have been able to make progress in your withdrawal process?
TranslationGood afternoon Mirka,
I replied to the Spinanga Casino support email and sent my bank details.
I'm waiting for the money now.
Best regards
G**** * P****
TranslationGood day
I received my money from Spinanga Casino, but I don't understand why I still can't log in. I have coins on my account that can be collected and converted into real money. That's 1600 coins, which isn't exactly a small amount. And above all, I haven't done anything wrong that would justify an exclusion in my opinion.
Best regards
Dear georg.p,
I am glad to hear, that your withdrawal has been paid out. Your withdrawable balance (which you received) has been the only funds, you have been eligible to receive at this point.
Casinos can decide to close player's account for multiple reasons, and they have the right to do so, when they pay out balance. In your case, there has been some activity, that lead them to believe, you were participating in breaching of their fair play policies.
Any bonuses (or loyalty points in this case) are at a discretion of casino, since they are awarded as extra benefits, and cannot be considered real money, despite the fact, that in some cases they can be converted into bonuses, and then lead to winning some amounts after meeting requirements. For this reason, they cannot be considered player's balance.
Since the core issue has been resolved, and disputed amount has been paid out, we consider this issue resolved. Could you please confirm, if you are content with the result, and the complaint can be closed as resolved?
Dear georg.p,
We are extending the timer by 3 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.
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,
Mirka Dubasova
Casino.Guru
