Spinanga Casino - Player's withdrawal is delayed and winnings are blocked.

I am submitting this complaint regarding a long-delayed withdrawal and prolonged KYC verification at Spinanga Casino.

On September 29 , I won a total amount of approximately €46,000 on Spinanga Casino.

The casino has already paid part of my winnings, a total of €18,280, which clearly confirms that the winnings were acknowledged and considered valid.

However, the remaining balance of €28,220.10 has been blocked since November 11, with no withdrawal processed since then.

I completed and submitted all requested KYC documents more than one month ago (proof of identity, proof of address, proof of bank account ownership, transaction history).

All documents are still marked as "under review", with no rejection, no feedback, and no explanation.

During this period:

All withdrawals have been blocked or canceled.

I have not received any payment since mid-November.

I contacted customer support multiple times and was told that I was "in the queue".

My original VIP manager stopped responding.

A new VIP manager contacted me recently to congratulate me on my winnings and introduce himself as my new dedicated VIP manager, but did not reply to my follow-up messages asking about the blocked withdrawals.

I have never been informed of any rule violation.

My account remains active, my balance is intact, and the casino has never stated that my winnings are invalid.

Please note that I am a resident of France. France was not available in the country selection options, so I selected another option during registration.

More than one month for KYC verification is far beyond reasonable standards and is causing me significant financial and emotional distress.

I am respectfully asking Casino Guru to assist in contacting Spinanga Casino and help resolve this situation so that my remaining verified balance of €28,220.10 can finally be paid.

Thank you for your assistance.

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 very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly specify its details.
• When was the last time the casino communicated with you regarding the verification of your account?
• Please forward me the documents you sent to the casino that are still under review at veronika.f@casino.guru.

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

Best regards

Veronika

Hello Veronika,

Thank you very much for taking charge of my complaint and for contacting Spinanga Casino on my behalf.

I appreciate your assistance and will remain available should you need any additional information or documents from me.

Kind regards,

Plimette

Hello Veronika,

Thank you for your message and for taking the time to review my case. Please find below the requested information:

1. Games played:

I played slot games only. I did not play any table games or live casino games.

2. Bonus usage:

Yes, I used a bonus provided by Spinanga Casino.

The bonus amount was €246 , credited by the casino as a promotional / loyalty bonus.

It was not a free no-deposit bonus.

All wagering requirements were completed according to the casino’s rules.

3. Last communication regarding KYC:

The last meaningful communication regarding my account verification was in November11 my VIP manager ( Ines ) called me to tell me I would be subject to a KYC (Know Your Customer) check, and that she would get back to me afterward. I haven't heard from her since.

Since then, my documents have remained marked as "under review" without any feedback, rejection, or request for clarification.

4. Documents:

I will forward you by email the documents I submitted to the casino that are still under review.

NB : I was asked to provide the numbers of a bank card from "La Banque Postale," a card I do not possess. I reported this.

Please let me know if you need any additional information from my side.

Thank you again for your assistance.

Kind regards,

Plimette

I would like to add additional evidence to my complaint.

The former regulator Gaming Curaçao officially confirmed to me that it ceased operations on August 18, 2024, and that all sub-licenses issued under Gaming Curaçao are no longer valid.

In addition, the casino’s website does not display any valid license, regulator, license number, or operating company in the website footer.

Screenshots are attached for reference.

Dear PlimetteV28

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,

Veronika

Dear PlimetteV28,

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 has not been yet verified and his winnings have not been entirely processed?

Thank you in advance for providing the information.

Dear Martina,

Thank you very much for taking over my case and for contacting Spinanga Casino.

I confirm that I remain fully available to provide any additional information or documents if needed.

best regards

Plimette

Dear PlimetteV28,

To finalize the verification of your account, our compliance department requires several specific documents. Please provide the following information at your earliest convenience:

• Proof of Address (POA): A recent document (utility bill, bank statement, or government letter) issued within the last three months that clearly shows your full name and residential address.

• Apple Pay Transaction History: A statement in PDF format showing all transactions made via Apple Pay for the period of August 30th to September 30th.

• Bank Statement: A full statement in PDF format for your account ending in FR7640618804220004086106429.



• Proof of Ownership (POO): Documentation or clear photos for all cards used from LA BANQUE POSTALE. For your security, please ensure the first 6 and last 4 digits are visible, while the middle digits and the CVV on the back are covered.

Please ensure all documents are clear, legible, and submitted in PDF format where specified.

You can upload these files directly via the Verification page in your profile.

If you experience any technical issues with the uploader, you may reply via email with the documents attached.

Once these documents are received and reviewed, we will be able to proceed with the next steps of your account status.

Kind regards,

Spinanaga Casino Team

Dear Martina,

I would like to clarify an important point regarding the additional KYC request I have just received from Spinanga Casino.

The documents currently being requested (Proof of Address, bank statement, Apple Pay transaction history) were already submitted in December and were marked as "under review" on my Spinanga account for several weeks.

Despite this, the casino is now requesting the same documents again. I remain fully willing to cooperate and provide them again if needed.

Additionally, the casino is requesting proof of ownership for a La Banque Postale card. I would like to clearly state that I do not own, have never owned, and have never used any card issued by La Banque Postale, and I have never made any deposits using such a card. This point was already communicated to the casino previously.

I am able to provide all other requested documents, but I am unable to provide documentation for a La Banque Postale card, as it does not exist.

Please let me know how you recommend proceeding in this situation.

Kind regards,

Plimette

Dear Spinanga Team,

Thank you for your message.

I would like to clarify that the requested KYC documents (Proof of Address, bank statement, and Apple Pay transaction history) were already submitted in December and remained marked as "under review" on my account for several weeks.

I remain fully willing to cooperate and provide the documents again if required. However, as re-uploading the same files may result in another lengthy verification cycle, I kindly ask for confirmation on how you would like to proceed in order to avoid further unnecessary delays.

Additionally, I would like to confirm once again that I do not own and have never used any La Banque Postale card, and therefore cannot provide documentation for such a card.

I am awaiting your guidance and will follow the recommended next steps accordingly.

Kind regards,

Plimette

Dear PlimetteV28,

Thank you very much for the information shared as well as for being cooperative!

Dear Spinanga Casino Team,

Can you please check the documents the player has provided with your earliest convenience since?

And please let us know about La Banque Postale card. Thank you very much in advance!

PlimetteV28,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Spinanaga Casino Team

Dear Martina,

Thank you very much for your continued assistance and for your involvement in my case.

I would like to provide you with additional factual information and supporting evidence.

Please find attached:

A screenshot dated January 3rd showing that my documents were marked as "under review" on the Spinanga platform.

A screenshot showing my current real balance of €28,220.10, which has been blocked since November 11.

Copies of the documents requested by the casino (proof of address, bank statement, Apple Pay transaction history, card used), which I have already submitted previously and have now provided again upon request.

Despite having already submitted all required KYC documents in December, and despite them being shown as "under review" for several weeks, the casino is now requesting the same documents again.

Additionally, Spinanga continues to request proof of ownership of a La Banque Postale card, even though I have clearly and repeatedly stated that I do not own, have never owned, and have never used any card or account from La Banque Postale.

This request is impossible for me to fulfill and appears to be a significant blocking point in the verification process.

I remain fully cooperative and willing to comply with all legitimate verification requirements, but I am concerned that repeated requests for already submitted documents and for non-existent payment methods are causing unnecessary and prolonged delays.

Thank you very much for your help in clarifying this situation with the casino.

Kind regards,

PlimetteV28

Dear Spinanga Casino Team,

Thank you for your message.

I would like to clarify the following points to avoid any further misunderstanding or delay.

All requested KYC documents were already submitted in December and were shown on my account as "under review" for several weeks.

Nevertheless, I have cooperated once again and have re-submitted all requested documents, including proof of address, bank statement, Apple Pay transaction history, and proof of ownership for the card actually used.

Regarding La Banque Postale, I would like to clearly reiterate that I do not own, have never owned, and have never used any La Banque Postale card or account. Therefore, it is not possible for me to provide proof of ownership for a payment method that does not exist.

I kindly ask you to confirm that the documents already provided are now under review and to clarify how the verification process will proceed, so that my withdrawals—blocked since November 11—can finally be processed.

Thank you in advance for your clarification and cooperation.

Kind regards,

PlimetteV28

Dear Martina,

I would like to provide a brief update regarding the verification status.

Today, I have re-uploaded all requested documents once again, including proof of address, bank statement, Apple Pay transaction history, and proof of ownership of the card actually used.

All these documents are now marked as "under review" on the Spinanga platform.

The only remaining required section is related to La Banque Postale, which I am unable to complete, as I do not own and have never owned any card or account with La Banque Postale. This has already been stated multiple times.

I am fully cooperative and available for any reasonable verification request, but this particular requirement cannot be fulfilled due to the non-existence of such a card.

Thank you for taking this update into account.

Kind regards,

PlimetteV28

Dear Martina,

I would like to provide a short update on the situation.

This morning, when I logged into my Spinanga account, all KYC documents were requested again, even though I had uploaded them yesterday and they were previously shown as "under review".

I have fully cooperated once again and re-uploaded all documents that I am able to provide.

The only remaining request concerns La Banque Postale, which I cannot fulfill as I do not own and have never owned any card or account with La Banque Postale.

To ensure full transparency and avoid any further confusion, I have also sent all the requested documents to you by email in PDF format today.

Thank you for taking this update into account.

Kind regards,

PlimetteV28

Dear PlimetteV28,

Following a review of your documents by our relevant department, we require further information to proceed with your account verification. Please provide the following:

Proof of Address (POA): Please provide an original, unmodified document. We kindly ask that you do not use third-party apps to edit or modify the document, as this renders it invalid for our review.

Apple Pay Transaction History (30.08 – 30.09): We require a statement showing all deposits for this period. Some transactions appear to be missing from your previous submission; please ensure the full history is included.

Bank Statement (Account ending in FR...06429): Please provide this in PDF format. Please note that screenshots of PDFs are not suitable for our requirements.

Proof of Card Ownership: Documentation or photos confirming ownership for all cards used from LA BANQUE POSTALE.

For security and accuracy, please ensure all documents are clear and in their original digital format (PDF) where requested.

Thank you for your cooperation in finalizing this process.

Kind regards,

Sinanga Casino Team

Dear Spinanga Team,

Thank you for your message and for reviewing the documents provided.

I would like to address each point clearly to avoid any further misunderstanding.

– Proof of Address: The document provided is an original, unmodified official document. It has not been edited or altered using any third-party application.

– Apple Pay transaction history (30.08 – 30.09): I have provided the full Apple Pay transaction history available to me for this period. If you believe specific transactions are missing, please clarify which ones, as no additional data is available from my Apple Pay account.

– Bank statement (FR…06429): A complete bank statement in original PDF format has been provided. No screenshots were submitted.

– La Banque Postale: I must once again clearly state that I do not own, have never owned, and have never used any card or account from La Banque Postale. Therefore, it is not possible for me to provide proof of ownership for a non-existent payment method.

All documents that reasonably exist and are relevant have been provided multiple times in good faith. I remain fully cooperative and kindly ask for confirmation on how the verification can now be finalized, as my withdrawals have been blocked since November 11.

Kind regards,

PlimetteV28

Dear PlimetteV28,

It appears that the casino has determined that the documents you previously submitted may have been edited or are not in their original form. For this reason, you are being given the opportunity to submit the original, unedited versions of the documents.

Please make sure that the newly submitted documents are complete and provided in their original format.

Thank you for your cooperation.

Dear Spinanga Casino,

The player claims that he has never owned any card issued by La Banque Postale.

Do you have any information or evidence indicating that the player possesses or has possessed such a card or related document? If so, please feel free to share the relevant details with me at martina.b@casino.guru.

Thank you very much in advance.

Dear Martina,

Thank you for your clarification.

I would like to specify one point regarding the documents previously submitted.

The documents I provided (proof of address, bank statement, etc.) were original documents downloaded directly from the official sources (bank / service provider).

They were not edited, altered, cropped, or modified in any way.

The only action I took was renaming the PDF files purely for clarity and organization.

The content of the documents themselves remains fully intact and original.

I have now re-submitted all requested documents again in their original, unedited formats, as requested.

Kind regards,

PlimetteV28

Dear PlimetteV28,

thank you very much for the email, with all the documents resent.

Dear Spinanga Casino,

the player has resubmitted the required documents. Can you please recheck them? And I want to kindly ask you to what triggers the suspicion of the documents being altered? Can you please provide the explanation to my email address: martina.b@casino.guru .

Thank you very much in advance

Dear PlimetteV28,,

Thank you for the update.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear PlimetteV28,

Thank you for providing your documents. We have successfully accepted your Proof of Address and Bank Account Ownership.

However, we require further information to complete your verification as the following items were declined or remain outstanding:

Transaction History: Your previous submission was declined. For example, all deposits made on September 27th are missing from the statement provided. Please ensure your next submission covers all transaction activity in full.

Proof of Card Ownership (CCF): Regarding the cards ending in 2333, 2144, 6219, 1628, and 7814, we have noted they are issued by CCF. To expedite the process, please provide a single bank statement that clearly proves your ownership of all these cards.

Once these documents are received and verified, we will be able to move forward with your account review.

Kind regards,

Spinanga Casino Team

Dear Spinanga Team,

I would like to confirm that I have just uploaded the requested CCF bank statements via the available upload sections on my account.

– A CCF bank statement covering the period 08/08 to 08/09 has been uploaded under the section "Apple Pay transaction proof (CCF)".

– A second CCF bank statement covering the period 08/09 to 08/10 has been uploaded under the only remaining available upload section, labelled "La Banque Postale", which I used solely for technical upload purposes, as no other section was available.

Please note that the Apple Pay transactions issued by CCF on 27/09 are clearly visible on the provided statements.

These documents together provide the complete transaction history requested, as well as proof of ownership of the cards issued by CCF.

Kind regards,

PlimetteV28

Dear PlimetteV28,

Thank you for providing the requested documentation.

We have forwarded it to the relevant team for review and will notify you when there is an update.

Kind regards,

Spinanga Casino Team

Thank you everyone for cooperating!

Dear Spinanga Casino, when you have any news, please let us know.

Thank you very much in advance

Dear Martina,

This morning, when logging into my Spinanga account, I noticed that the system is again requesting PDF proof of ownership for several CCF cards, which are listed as virtual cards.

I would like to clarify that these cards are virtual Apple Pay cards issued by CCF, not physical cards.

These virtual cards do not exist as independent banking products and cannot be retrieved, reissued, or downloaded in PDF format from the bank, especially once replaced or expired.

CCF does not provide any official document listing individual Apple Pay virtual card numbers.

The only official proof available is the bank statements showing Apple Pay transactions, which I have already submitted. These transactions are now marked as confirmed in my Spinanga verification area.

Therefore, no additional document exists that I am able to upload for these virtual cards.

Could you please confirm whether the validated transaction history and bank statements are sufficient to finalize the verification process?

Thank you very much for your assistance and support.

Kind regards,

PlimetteV28

Dear PlimetteV28,,

To ensure the security of your account, we kindly ask you to provide proof of ownership for the cards issued by CCF Bank that have been used on our platform.

Please upload a clear photo or PDF statement showing your full name and the card details (ensuring the middle digits are covered for your security).

We appreciate your cooperation in this matter.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

A player has mentioned that such a document is unavailable. Could you kindly review the bank statement to assist in matching the payments?

Thank you very much for your assistance in this matter.

Dear Spinanga Casino Team,

Thank you for your message.

I would like to clarify once again that the cards in question are virtual Apple Pay cards issued by CCF Bank.

These cards do not exist in physical form, therefore it is not possible to provide photos of the cards themselves.

As already provided:

I have uploaded official CCF bank statements in PDF format

These statements clearly display:

my full name

the reminder card numbers (first 6 and last 4 digits)

and the corresponding Apple Pay transactions, including those on 27/09

This is the only official proof of ownership available for virtual cards, as confirmed by CCF Bank.

If any additional specific document is required, I kindly ask you to specify exactly what document from the bank would be acceptable, as no physical card document exists for Apple Pay virtual cards.

Thank you for your cooperation.

Kind regards,

PlimetteV28

Dear Spinanga Casino Team,

Following your latest request, I would like to clarify the situation regarding the virtual cards.

After further investigation in my banking application, I was able to retrieve the history of my CCF virtual cards that were previously used via Apple Pay.

Initially, I believed these cards were no longer accessible, as they are virtual and expired, which is why I mentioned that it was impossible to retrieve them.

However, I have now located the full card history and have provided screenshots clearly showing:

my full name,

the card numbers corresponding to those requested,

the issuing bank (CCF),

and the related transactions.

I have uploaded this document via the verification section on your website, and all requested cards are now included.

Thank you for reviewing the newly submitted information.

Please let me know if any additional clarification is required.

Kind regards,

PlimetteV28

Dear Martina,

I would like to inform you that the withdrawal function on my Spinanga account is now available and no longer blocked.

I have attempted to make a withdrawal today. However, the system indicates that the withdrawal limit has already been reached.

I was therefore unable to withdraw €800 and could only submit a withdrawal of €500, which has now been placed.

Considering that my remaining balance is €28,220.10, withdrawing the funds in €500 portions would require more than 50 separate withdrawals, which seems excessive and unreasonable — especially given that my winnings have been pending since 29 September.

Could you please assist by asking the casino whether a higher withdrawal limit or scheduled payments in larger installments (for example €5,000 per withdrawal) could be arranged?

Thank you very much for your continued support and assistance throughout this process.

Kind regards,

PlimetteV28

Dear PlimetteV28,

I totally understand!

Dear Spinanga Casino Team, I have sent you an email and would appreciate it if you could kindly check it at your convenience. Thank you in advance

Dear PlimetteV28,

We are pleased to inform you that your account has been fully verified. You may now proceed with submitting your withdrawal requests.

Our team wishes you the very best of luck with your future gameplay!

Best regards,

Spinanga Casino Team

Dear Martina,

Thank you very much for your support throughout this process.

I would like to inform you that my Spinanga account is now marked as fully verified, and withdrawals are technically available again.

However, when I attempted to withdraw €500 today, the withdrawal was automatically cancelled by the system, with a message indicating a possible technical issue with the payment provider.

At the moment, only very small withdrawal limits are available (€500 - 800 per request), which would require an unreasonable number of withdrawals to receive the full remaining balance of €28,220.

Could you please kindly ask the casino:

– to confirm that withdrawals are now fully enabled on their side  

– and whether a higher withdrawal limit or grouped payments (for example €5,000 per transaction) can be arranged, considering the funds have been blocked since September 29th?

Thank you again for your help and mediation.

Kind regards,

PlimetteV2

Dear Martina,

Just to keep everything transparent, I would like to inform you that I have now successfully submitted one withdrawal request of €1,500 on my Spinanga account.

The withdrawal is currently showing as pending / processing.

I have not submitted any additional withdrawal requests.

Thank you again for your continued support throughout this mediation.

Kind regards,

PlimetteV28

Dear PlimetteV28

I am so glad that the verification has been successful! 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.

Dear Martina,

Thank you very much for your message and for your continued support throughout this process.

I truly appreciate you keeping the complaint open until the withdrawal is successfully completed.

I have now been able to submit a withdrawal request, which is currently being processed by the financial department. This is already a big step forward and very reassuring.

I will of course inform you immediately as soon as the first payment is received.

If needed later, I may also ask for your guidance regarding the withdrawal limits or payment schedule, but for now I will patiently wait for the outcome of the current request.

Thank you again for your professionalism and support.

Kind regards,

PlimetteV28

Dear PlimetteV28,

thank you very much for your kind words. I truly appreciate it!

Hopefully, the withdrawal will be soon processed. Please keep me updated.

Dear Martina,

I’m happy to confirm that I have successfully received the €1,500 withdrawal on my bank account today.

Thank you very much for your support throughout this process.

I will keep you informed regarding the next withdrawals.

Kind regards,

PlimetteV28

Dear PlimetteV28,

That's fantastic news! Yes, please keep me informed about the upcoming withdrawals. Thank you!

Dear Martina,

Thank you again for your continued support.

I would like to inform you that after the first successful withdrawal of €1500, my second withdrawal request of €1500 was automatically cancelled by the system after approximately 3 days. I received an automated email indicating a technical or payment provider issue.

As the withdrawal was cancelled by the system, this technically means that I would need to submit the request again. However, before doing so, I wanted to keep you informed and ask for your guidance.

Given the total remaining balance and the current withdrawal limits, would it be possible for you to ask the casino to clarify a withdrawal schedule or calendar (for example, frequency and maximum amounts), so that the process can proceed smoothly and transparently without repeated cancellations?

My account remains fully verified and active.

Thank you very much for your help and mediation. I truly appreciate it.

Dear PlimetteV28,

thank you for the information!

Dear Spinanga Casino Team,

I would appreciate your assistance in understanding why the player's withdrawal request was cancelled by the system. Additionally, we would like to know what steps can be taken to ensure that the withdrawal process is smooth and regular in the future. Thank you for your attention to this matter.

Dear PlimetteV28,

Regarding your recent transaction, our records show that it was declined by your bank with the status "Do Not Honor." This is a general rejection code used by card issuers when they choose not to disclose the specific reason for a decline.

As this restriction is placed by your bank and not our platform, we are unable to provide further details. We recommend contacting your card issuer’s customer service department directly to authorize future transactions with us.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you for your message.

I have contacted my bank, and they confirmed that my Apple Pay card had been temporarily placed under opposition during the period in question, which may explain the "Do Not Honor" response.

However, my bank also confirmed that there were no issues at all with bank transfers, and that previous withdrawals from Spinanga via bank transfer were successfully processed.

To avoid any further payment interruptions, I kindly ask that future withdrawals be processed via bank transfer (SEPA) using my verified IBAN, rather than via card or Apple Pay, especially if the "Do Not Honor" status were to reoccur.

Thank you in advance for your cooperation in ensuring a smooth and reliable withdrawal process.

Kind regards,

PlimetteV28

Dear Martina,

Just to keep you informed: I spoke with my bank, and they confirmed that my Apple Pay card was temporarily blocked, which likely caused the "Do Not Honor" message.

They also confirmed that bank transfers are fully operational and that previous Spinanga withdrawals were received without any issue.

I have therefore asked the casino to process future withdrawals via bank transfer to avoid further cancellations.

Thank you again for your support.

Kind regards,

PlimetteV28

Dear PlimetteV28,

I sincerely appreciate your update! Please continue to keep me informed regarding the progress of your withdrawals. Thank you once again!

Dear Spinanga Casino Team,

Thank you for the information! Now that everything is clear, I am hopeful that the process will go smoothly. I truly appreciate your cooperation.

Dear Martina,

I would like to inform you that I have now received four successful withdrawals (totaling €6,000), and a fifth one is currently pending.

The process seems to be running more smoothly now, and I sincerely appreciate the efforts made so far.

Dear Spinanga Casino Team,

Thank you for processing the recent withdrawals. I hope the remaining balance can now be paid in the same steady manner.

I will continue to update you until the full amount is received.

Kind regards,

PlimetteV28

Dear PlimetteV28,

Thank you very much for this and every update you have been giving me! I truly appreciate it!

Dear Martina,

I would like to confirm that withdrawals are currently being processed regularly (EUR 1500 per transaction), and payments are reaching my bank account successfully.

Everything is proceeding smoothly at this stage.

I will confirm once the full remaining balance has been received.

Thank you again for your assistance throughout this process.

Dear PlimetteV28,

I am very glad to hear that! Thank you so much for the update!

Dear PlimetteV28,

 

Thank you for your message.

 

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

 

6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

6.12: The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

 

In your case the following limits applied:

 

(LEVEL 5) 1,500 EUR per transaction, every 24 hours / 20,000 EUR per month.

However, due to cerent account activities, your level droped from 5 to 1, to which implied new withdrawals limits such as:

(LEVEL1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

 

 Hope this clarifies the matter.

Kind regards, 

Spinanga casino Team

Dear PlimetteV28,

Thank you very much.

Sure, I will keep this complaint opened, until all funds are withdrawn.

Please keep me updated. I very appreciate it!

Dear Martina,

Thank you for the clarification previously provided regarding my account level and the applicable withdrawal limits.

I understand that my account is now considered Level 1 due to inactivity while withdrawals were being processed, and I respect the explanation provided.

However, I would like to note that the winnings were originally obtained on 29 September 2025, and the withdrawal process has already been ongoing for several months.

According to the casino’s message, the current Level 1 limit is €500 per transaction every 24 hours.

Since Monday, however, I have received only one payment of €500. I immediately submitted another €500 withdrawal afterwards, which is still pending, while €6,200 remains in my balance.

Dear Spinanga Casino Team,

could you kindly clarify the expected processing schedule for the remaining withdrawals and confirm whether withdrawals are intended to be processed in line with the stated €500 per 24 hours limit?

Thank you both for your assistance.

Kind regards,

PlimetteV28

Dear PlimetteV28,

Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence any player's account status manually. Your current status (Level 1) allows you to withdraw up to 500 EUR every 24 hours, up to a maximum of 3 active withdrawal requests; 7,000 EUR per month.

We are sorry for any inconvenience caused. However, it is listed in our Terms & Conditions that there is a maximum withdrawal amount depending on the level of the players account.

Kind regards,

Spinanga Casino Team

Dear Martina,

Thank you for the clarification previously provided regarding the withdrawal limits.

According to the casino’s message, the current Level 1 limit allows €500 per transaction every 24 hours.

However, in practice I have been receiving approximately two payments per week, rather than a withdrawal every 24 hours. At the moment €5,200 remains on my balance (with €1000 currently pending).

Dear Spinanga Casino Team,

could you kindly clarify whether withdrawals are intended to be processed daily according to the stated €500 / 24h limit, or if there is an additional processing timeframe that should be expected?

I would appreciate understanding the expected schedule for the remaining withdrawals.

Thank you for your assistance.

Kind regards,

PlimetteV28

Dear PlimetteV28,

I would just like to confirm whether my understanding of the situation is correct. It seems that you submit withdrawal requests as soon as it becomes possible, but since the withdrawals are not always processed daily, you are concerned that the remaining balance might not be paid out within the monthly withdrawal limit stated by the casino.

Could you please confirm whether this assumption is correct?

Dear Spinanga Casino Team,

Thank you for your cooperation so far.

The player has confirmed that he submits withdrawal requests as soon as it becomes possible. However, since the withdrawals are not always processed on a daily basis, he is concerned that the stated withdrawal limits may not be met in practice.

The player would simply like to ensure that the remaining balance will be fully processed by the end of this month, as this should fall within the withdrawal limits specified in your terms.

Could you please clarify whether the remaining balance will indeed be processed within this timeframe?

Thank you very much in advance for your assistance.

Dear All,

Thank you for your follow-up inquiry regarding the withdrawal processing timeline.

We would like to clarify that all withdrawals are processed in strict accordance with the daily and monthly limits specified in our Terms and Conditions. These limits are foundational to our financial procedures and must be adhered to at all times.

While we cannot bypass these established limits, we wish to highlight the following points for the player's convenience:

Daily Submissions: The player is encouraged to submit withdrawal requests from their gaming account every day. Reaching a processing limit does not prevent the submission of a new request for the following period.

Prioritization: Our relevant department will do its best to prioritize these requests to ensure the balance is processed as efficiently as possible within the allowed limits.

Bank Processing Times: Please note that once a withdrawal is approved on our side, it may take 3 to 5 business days for the funds to appear in the player's bank account, depending on the payment provider’s internal procedures.

We remain committed to ensuring all funds are paid out in a timely manner according to our shared agreements.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you for explaining the situation.

In that case, we trust that the withdrawals will be processed in accordance with your internal procedures and the stated limits. Thank you very much for your cooperation.

Dear PlimetteV28,

Please keep me updated on the progress of your withdrawals.

Thank you very much in advance.

Dear Martina,

I would like to provide a quick update regarding the situation.

My bank card was temporarily blocked by my bank due to an error, which may have affected the processing of the last withdrawal. The issue has now been resolved and my card is active again.

I will continue submitting withdrawal requests as soon as the system allows it.

Thank you again for your continued assistance in monitoring the process.

Kind regards,

PlimetteV28

Dear PlimetteV28,

thank you so much for letting me know!

Dear PlimetteV28,

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 your message.

The withdrawal process is still ongoing. I still have approximately €1,700 remaining to be paid, and while payments have been continuing, they are not processed on a daily basis.

I would therefore kindly ask to keep the complaint open until the full remaining balance has been received.

Thank you again for your continued assistance.

Kind regards,

PlimetteV28

Dear PlimetteV28

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 Martina,

Thank you for your continued support.

I would like to provide a quick update regarding my withdrawals. The last payments were processed by the casino around Thursday/Friday, but the funds only appeared in my bank account yesterday due to bank processing times.

Since then, I have not yet seen a new withdrawal being processed on the casino side (Monday and Tuesday).

I would appreciate if the casino could kindly confirm that the withdrawals will continue to be processed regularly.

Thank you again for your assistance.

Kind regards,

PlimetteV28

Dear PlimetteV28,

According to the relevant team, the two recent pending withdrawals submitted on 21 and 22 March were scheduled for processing on 2 April. 

Kind regards,

Spinanga Casino Team

Dear PlimetteV28,

We are writing to update you on the status of your latest withdrawal. We are pleased to inform you that it was successfully processed and completed from our side today, and there is no outsatnding or pending payment to be processed.

Please note that, depending on the procedures of your payment provider and bank, it may take 3 to 5 business days for the funds to appear in your account.

Kind regards,

Spinanga Casino Team

Thank you so much Spinanga Casino Team for the update!

Dear PlimetteV28

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.

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

Dear PlimetteV28,

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,

Martina