The player from Finland was facing delays with a withdrawal made a week and a half ago, which had not yet arrived in his account. His previous withdrawal had been canceled without a valid explanation, and his attempts to get information through chat and emails had gone unanswered. We explained that withdrawals could take up to 14 days and advised him to cooperate with the casino and wait for the processing period to pass. As he did not respond to our follow-up messages and reminders, we were unable to continue the investigation and the complaint was closed for now.
Spinanga Casino - Player’s withdrawal is delayed and unresponsive.
Closed
Our verdict
Player stopped responding
Amount: €150
Spinanga Casino
Safety Index 8.1 HighCase summary
Discussion
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3 weeks ago
Translation
I made a withdrawal a week and a half ago and the money doesn't show up in my account. Once, the withdrawal was canceled for no real reason.
I have sent questions about the situation via chat and every time I get a generic (copy-paste) message saying the money is coming. The reason is different every time of course. I have sent over 20 emails and none have been answered in the last week and a half.
As obvious a scam website as can be.
Automatic translation:
Public
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2 weeks ago
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.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 week ago
Dear thuumas,
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.
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6 days ago
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,
Veronika
Casino.Guru
