Spinanga Casino - Player’s withdrawal is delayed.

I withdraw 1500 e 24 days ago.. After 4 days they send me to send some

documents wanna have my card numbers and card statments . I sent them all of this and then in rules they said maximum 10days to accept that. Its been 20days im still waiting, and last 7days nobody wanna speak threw the mail. Its crazy what happening here..

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share a screenshot of the verification status of your player's account?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements they sent you?
• Were you in contact with casino support since then? What responses have you received?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thanks for the information provided.

• Do I understand correctly that the casino closed your account?
• When was your account closed? Has the casino informed you about the reason for account closure?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Looking forward to your reply.

Dear xqy5m8rngd32,

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.

Yes casino closed my account, it was closed on 14.7 last month, they didnt informed me nothing after i wrote to them they told me you need to do kyc and send us statments of your bank for all month. I send them everything and after that only waiting every week they sending same message that they are still checking.. I played mostly sports bets and some casino slots nothing else..

Hello xqy5m8rngd32,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear xqy5m8rngd32,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinanga Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinanga Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

We kindly inform you that the issue has been raised to the relevant team and we will have updates for you as soon as possible.

We really thank you for your patience and understanding.

Best regards,

Spinanga casino team

Hello all!

Dear player,

We kindly inform you that after information that we had from the risk department, your account is under investigation for now. We will inform you very soon about the outcome.

Thank you for your patience and understanding!

Best regards,

Spinanga casino team

Dear Spinanga Casino,

Thank you for your clarification. I will extend the timer by an additional seven days. Please provide us with an update on your review as soon as the results are available.

Thank you for your cooperation and assistance.

Dear all,

After information that we had from the relevant team, we kindly inform you that we are waiting for the provider to inform us regarding the ongoing investigation. When we acquire the results, rest assured that we will inform you as soon as possible.

We really thank you for your patience to the matter!

Best regards,

Spinanga team

Dear Spinanga Casino,

I am following up after a week to ask if there have been any updates regarding the provider’s investigation. Could you please share any progress made so far, or at least provide an estimated timeframe for when the investigation is expected to be completed?

Thank you for your assistance.

Dear all,

We kindly inform that we do not know the exact time of the investigation that the provider needs after information that we had from the risk team.

We really thank you for your patience till now.

Best regards,

Spinanga support team

Dear Spinanga Casino,

It has been nearly a month since your initial engagement in this matter, yet we have not received any updates from your side. Please note that we cannot keep the complaint open indefinitely without progress or communication.

I fully understand that certain procedures may require additional time; however, there are reasonable limits to such delays. Therefore, I kindly ask you to provide an update on the status of this case as soon as possible.

Thank you for your cooperation.

Dear all,

Thank you for your patience and understanding.

Following the information provided by our Risk Team, your account has been temporarily closed for further investigation. We have informed the provider conducting the investigation and have escalated the matter to determine when it will be completed. However, at this moment, we do not have an exact timeframe for the resolution from the provider.

We appreciate your cooperation and will keep you updated as soon as we receive more information from the provider.

Best regards,

Spinanga Casino Support Team

Dear all.

Thank you for your patience.

We would like to kindly inform you that the ongoing investigation that is happening regarding client's account is related to sports and the bets made by the client as we were informd. We have still no information from the provider and we do not know exactly when it will be finished.

Rest assured that the client will be informed about the result of the investigation as soon as it's done. We hope that the relevant team has updates for us the soonest.

We really thank everyone again for your patience till now.

Kind regards,

Spinanga casino team

Dear Spinanga Casino,

Thank you for the information.

Dear xqy5m8rngd32,

I regret to inform you that, since your issue is primarily related to the sports betting section of Spinanga Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case. If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo