Spinanga Casino - Player's withdrawal has been delayed.

Auszahlung beantragt am 09.02.2026. Mehrfach vertröstet worden, trotz schriftlicher Zusage einer 'Eskalation mit höchster Priorität' am 24.02. keine Zahlung erhalten. Support schickt nur Textbausteine.

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Dear Dego91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play to accumulate your most recent winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dego91,

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,

Veronika

We’ve reopened this complaint at the request of Dego91. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Unfortunately, I have to reopen/update this case. After the initial payment was made following considerable pressure, Spinanga Casino has reverted to its old pattern of delays.

The payment of €500 dated March 5, 2026 (ID: 2bd41fb6-769c-4653-9065-5dfa8387658f) has been outstanding for over 8 days. The processing time stipulated in the terms and conditions, 3-4 business days, has once again been exceeded.

My remaining balance is €12,000.

Instead of processing the payout, a VIP manager (Donny) contacted me and offered me €2,500 cashback bonuses, obviously to induce me to cancel the payout and continue playing.

I am again requesting support from Casino Guru, as the casino appears to be systematically attempting to prevent the payout of large winnings through time delays.

Could you please clarify how many pending withdrawal requests are currently in your account? Please specify the dates when you submitted these requests, the amounts requested, and the payment methods you selected. Thank you for your cooperation.

Hi Veronika,

es befinden sich aktuell 3 Auszahlungsanfragen zu je 500€ in der Warteschlange bei Spinanga Casino, mehr Auszahlungen sind leider nicht möglich.

Auszahlungsantrag 1 500€: 05.03.2026 Transaktion ID= 2bd41fb6-769c-4653-9065-5dfa8387658f

Auszahlungsantrag 2 500€: 06.03.2026

Transaktion ID= 25461cd0-6ed0-453e-8e53-d068b555f492

Auszahlungsantrag 3 500€: 07.03.2026

Transaktion ID: 461fa71c-5236-4d28-a0fb-1e13d54c1b3f

Alle Auszahlungen sollten an mein Mastercard Konto gehen.

Ich bedanke mich vielmals für Ihre Mithilfe.

Thank you for your reply. Have you received any payments from the casino in the meantime? Also, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru. I appreciate your cooperation.

Hi Veronica,

leider hat sich bisher nichts am Zahlungsstatus meiner Auszahlungen bei Spinanga Casino geändert. Vom Support erhalte ich weitherin nur vorgefertigte Standardantworten diese sende ich Dir per E-Mail zu und bedanke mich für die Bemühungen.

Hello Dego91,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Dego91;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at tomas@casino.guru

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru

Thanks for your patience.

I would kindly ask you to provide me with an update once again to confirm whether our intervention is necessary regarding these 3 payout requests or any further payout requests you made.

If there is any information you would like to share, you may do so here in the complaint thread or via email.

Looking forward to your reply.

Hi Tomas,

zuerst wünsche ich mal Veronika gute Besserung hoffe sie wird schnell wieder fit. Aber freue mich sehr das nun auch Du für mein Anliegen da bist.

Entschuldige meine verspätete Antwort aber ich habe weiterhin Probleme mit den Auszahlungen bei Spinanga Casiono.

Die letzten 3 ausstehenden Auszahlungs Tranchen habe ich nun zwar bereits erhalten. Allerdings habe ich nun die nächsten 3 Auszahlungen seit/ab dem 25.03.2026 ausstehend.

Abhebung 1: 25.03.2026 500€

ID: 79ea8098-69d9-4551-ab0c-f45becbeb8b3

Abhebung 2: 26.03.2026 500€

ID: 6e50316d-978f-432f-afe6-b5db17cf912c

Abhebung 3: 30.03.2026 500€

ID: 532b7953-6015-4813-8366-f5473974a5b8

Desweiteren versucht mich das Casino weiterhin mit angeblichen VIP Cashback Angeboten zu locken. Bin sehr verärgert darüber das das Casino die Auszahlungen absichtlich so hinauszögert, vorallem da ich ja auch immer die selbe Auszahlungsart wähle. Hoffe ihr könnt mir bei dem Sachverhalt weiterhelfen.

Mit freundlichen Grüßen

Dominik

Dear Dego91,

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, Martina (martina.b@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,

Tomas

Dear Dego91,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal requests have been not yet processed?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga Casino

Dear all,

Thank you for contacting us.

We kindly inform you that your withdrawal is successfully completed.

Kind regards,

Spinanga Team.

Dear Dego91

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hi,

ich bestätige das meine Auszahlung endlich durchgeführt wurden.

Ich habe aber bereits schon wieder neue Auszahlungen bei Spinanga ausstehen:

Vom 24.04.2026 Auszahlung ID: 42ca9a7f-45c4-4f77-b915-8e383a97c4f5 3000€

Vom 26.04.2026 Auszahlung ID: 5fb1c95e-c990-4814-b08a-d5a149a0bc4b 500€

ich bitte darum den Fall weiter geöffnet zu lassen bis auch diese Auszahlung abgeschlossen wurden.

Sure, I will keep it opened, please keep me informed.

Dear Dego91,

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.

Dear all,

Thank you for contacting us.

We would like to inform you that the players withdrawals is successfully completed, and there is no pending withdrawal in his account.

Kind regards,

Spinanga

Dear Spinanga Casino Team,

Could you please take a look at the player's withdrawal request and prioritize it?

Thank you very much in advance for your cooperation.

Dear Dego91,

Thank you for contacting us.

We would like to inform you that the withdrawal was canceled due to the requested amount. We have advised the player to withdraw a maximum of 500 EUR per day.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

6.11 All withdrawals are processed according to our general and individual withdrawal limits.

6.14 The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

Kind regards,

Spinanga Casino

Dear all,

Thank you for the patience.

We would like to inform you that your withdrawal is successfully completed.

Kind regards,

Spinanga Casino

Dear Spinanga Casino Team, thank you very much for the good news!

Dear Dego91

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Dego91,

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.

Dear Martina,

Thank you for the patience.

We would like to inform you that we send you email regarding the case.

Please watch it at your earliest convenience.

Kind regards,

Spinanga

Dear Spinanga Casino Team,

Thank you very much for the update!

I will now wait for the player’s confirmation that the withdrawals have been received.