Spinanga Casino - Player’s withdrawal is delayed and payment is restricted.

Hi, i have been waiting now for over 2 weeks to receive my withdrawal from the casino. I have sent 3 emails asking if they require me to do anything further. Eg KYC, id etc and have been told they require nothing further from me. I have had at 5 live chats, requesting an update on the progression of my withdrawal. Only to be told they are working on , a few days ago as a priority and that they are busy. I have remained patient, and curtious the whole time with them, however its getting to an unacceptable long time now in my opinion. They also stated i am level 1 so of the $7500 AUS that was won on a grand jackpot. I am being told i can only request $700 a day and have a maximum of 3 requests open. Effectively meaning i could be waiting for months and months to receive the entire prize i would have liked to withdrawal. I know what they are up to, and every time i check into my account it says release your funds now ( the 3 withdrawal requests) they have not progressed in weeks its a sad way for a casino to be. They are instant to accept my money but hold off on paying out, in the hope the player puts it back in to them playing games.

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Dear Maxblake,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, no this is my first withdrawal attempt from the casino. I have sent emails asking if they require anything further from me in regards to KYC, they have responded that they do not, and should they require anything, i will be contacted.

There was no bonus or wagering involved at the time of winning..as far as im aware i have never used a bonus at this casino. I won a jackpot of 7.5k AUS and was also told im

Thank you for your reply, Maxblake. Could you please let us know 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.

Furthermore, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Kristina, so ive made now around 6 withdrawal attempts. ( i have emailed you screenshots of all) along with the several chat transcripts ive had with them. And the 4 emails ive sent there customer support. I still just keep getting the same generic reply. They have delays in there finance department- (that they are unable to contact or see any of there information) and that there are delays. But for me to be patient they will make payment soon. Problem is soon doesnt seem to occur. When i asked if they could give me a date as this can go on infinetly. They will not provide one. Last contact i asked them if they could provide a date as to when payment would occur, as i was told they had everything they needed from me and it would be processed as a priority a week ago now.

My 3 maximum ( only allowed 3 at any given time) withdrawal requests ( that cannot exceed $800 or $700 each) the first requested on the 16/12 the other 2 not long after. Have as you will see in the info and screenshots i sent not moved in the 5 steps from under review. They then cancelled 2 of my withdrawal requests with no to very little explanation. at this point they are deliberately withholding any form of payment. Dragging it out unacceptably long, giving me nothing solid and now returning the 2 withdrawal requests to my account in the hope i play it down.

Dear Maxblake,

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, Martin (martin.l@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

Hello Maxblake,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. First of all I would like to ask you not to play your balance any further at this point, as we will be unable to request a refund of any lost funds. I would also like to ask you about the nature of the jackpot you have managed to win. Was this a progressive jackpot from any particular provider?

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular reason for the longer withdrawal processing?

Hello all,

Dear Maxblake,

We would like to deeply apologize for the delay on your withdrawals. We kindly inform you that the delayed payments have been completed successfully and we have forwarded the matter on our payments team so your new withdrawal requests to be paid as soon as possible.

Thank you again for your understanding and excuse us for the inconvenience caused.

Best regards,

Spinanga Team

Hi, Casino Guru, yes thankyou i can confirm i have received the 2400 quickly in 3 payments over 3 days consecutively. Thankyou for your player representation support in following up this matter. It is greatly appreciated. I have not played any balance since last communication. And have my max 3 withdrawal requests currently submitted.

Also thankyou spinaga for your prize part payment so far and although lengthy and delayed. Following through with this. I am very gratefull for the prize.

In regards to your question Martin. Casino stated when i asked , that processing was delayed due to the christmas period and unexpected things there end.

Prize was a grand jackpot ( not sure if it was progressive sorry) on a Wazdan game ( Mighty Gorilla) for 7500 AUS and the most ever won playing.

I will keep you updated here at Casino Guru on how long the future requests progress with the remaining balance.

Dear casino representative,

thank you very much for your response and explaining the nature of the issue to us.

Dear Maxblake,

I am happy to hear you have received the first portion of your funds. Please keep us informed on the status of the rest of your balance.

Dear Maxblake,

We would like to inform you that the last portion of withdrawals has been completed successfully today.

Thank you again for your patience.

Best regards,

Spinanga Team

Dear Maxblake,

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.

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,
Martin
Casino.Guru