Spinanga Casino - Player’s withdrawal is delayed and funds are missing.

On 05.08.26, I tried to withdraw 580 euros. The withdrawal did not go through, but the money disappeared from my account. Payment history show no trace of any transaction. I contacted chat support and was told they had technical maintenance and would get back to me. Nothing has happened. I have contacted support multiple times since, and I get the same response every time: 'We are looking into it and will get back to you.' The money is gone, and I have not received any updates.

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Dear uknowho75,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.

To help me better understand your case, could you please answer the following questions?

• Have you made any successful withdrawals from this casino before?
• Could you please confirm whether your account has successfully passed KYC verification?
• Could you also share your communication with the casino regarding the missing funds, particularly where they mention the technical issue or maintenance?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Have you made any successful withdrawals from this casino before? Yes i have

Could you please confirm whether your account has successfully passed KYC verification? Yes

Could you also share your communication with the casino regarding the missing funds, particularly where they mention the technical issue or maintenance? i wrote wrong date, it was 04.08 i tried to withdraw my funds 5800kr to Revolut, nothing happened but the money just vanished. There was no trace of any transfer at all. I contacted to chat support at once and they told me: ahnk you for informing me, please dont worry dear Shervin , it is a technical issue.

Perla sier:

At the moment, our website is under maintenance.

We are doing a technical update, and we cannot check your account accordingly.

We are doing our best to complete it as soon as possible, and we are sorry for any inconvenience caused.

I want to inform you that we can check your account when the technical maintanance is over, we will do our best to assist you. 1 day later when i contacted live chat : We completely understand how you must be feeling and we are truly sorry that this has happened. Please know that your request is being checked with priority and we will get back to you with an update as soon as possible. i answerd i want my money and got this answer: As I mentioned I complately understand your feeling and I informed to finance department, I believe it will pay as soon as. 07.08 i contacted live chat again and this is what they told me: Dear Shervin, I can only imagine how stressful it is to wait while dealing with missing funds, and your feelings are entirely valid.

However, please allow me to share that the finance department has informed us that the investigation is still under review and may take 24 to 72 hours to complete.

Please take a gentle breath, because you will receive an automatic email notification the exact moment the investigation finishes.

i asked why it is taking so long: Dear Shervin, You deserve a fast answer, and I wish we could wave a magic wand to find the funds instantly. 

However, please be informed that scanning a large database for missing funds takes time, and communicating securely with a third-party payment provider involves strict security and compliance checks. 

We have your back on this, and these meticulous steps are only being taken to ensure your money is found and protected properly. Today 10:08 i contacted live chat again and this time they told me The VIP manager will contact me very soon to handle this exclusively... no body have contact me.

Today 12.08 i contact the live chat and they told me they don’t know when the case will be resolved.

Dear uknowho75,

Thank you very much for the detailed update.

I would like to clarify two additional points:

• Could you please confirm whether the missing 5,800 NOK is still not visible anywhere in your casino account, including your balance and withdrawal/transaction history?
• Have you received any email or other written communication directly from the casino’s finance department or VIP manager regarding the investigation, or have all updates so far only been provided through live chat?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Nothing is visible anywhere and I have not received any emails from them at all. Only contact I have with them is when i contact them by live chat. And the answer I get is the same we are on it and will contact u as soon as possible. I have a feeling that they are not interested to pay me my money back.

Dear uknowho75,

Thank you very much for your clarification.

Before we proceed further, could you please provide any available evidence showing the missing 5,800 NOK, particularly:

• A screenshot of your current casino balance and transaction/withdrawal history showing that the withdrawal is not listed.
• If available, a screenshot or other evidence showing your balance before you attempted the 5,800 NOK withdrawal.
• Screenshots of your communication with the casino's live chat regarding the missing funds and their ongoing investigation.

You can attach the screenshots directly here in the complaint thread or to my email karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

26.08.26 I haven’t heard anything from the site and the money is still gone.

Dear uknowho75,

Thank you very much for providing the screenshots.

Could you please provide any evidence showing that the 5,800 NOK was available in your casino balance before you attempted the withdrawal on August 4, 2026? This could be, for example, a screenshot of your previous balance, gaming history, account statement, or any other record showing the funds in your account.

Additionally, do you have any communication in which the casino specifically confirms that the missing amount is 5,800 NOK or acknowledges that a withdrawal of this amount was attempted?

Thank you very much in advance for your cooperation.

Karla M.

you can see all that from the 7 screenshots i send. There u can see my account balance and 2 min later u can see my balance was gone. No the casino always only told me to relax and they will figure it out.

i contacted them today and today they tell me that i played with bonus which is a lie. They are scaming me.

Dear uknowho75,

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,

Karla Mayfly

Dear uknowho75,

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?

Thank you in advance for providing the information.

Dear Player,

Thank you for contacting us.

Rest assured, we have forwarded your matter to the relevant team. Once there is an update, we will notify you immediately.

Kind regards,

Spinanga Casino Team

Dear Player,

We are pleased to inform you that the missing amount of 5,800 NOK has been successfully credited to your account balance.

We sincerely apologize for the inconvenience caused by this situation.

We hope this clarifies the matter and resolves your inquiry.

Kind regards,

Spinanga Casino Team

Thank you Spinanga Casino Team, for the good news!

Dear uknowho75

I will keep this complaint opened until your confirmation.

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.

The money is in my account but not possible to withdraw. I want to withdraw my money.

Dear Spinanga Casino Team,

Can you please assist the player?

Thank you very much in advance

They put my money back and now they tell me on the livechat that I have to play for the hole amount before I can withdraw. They do their best to prevent me from withdrawing my money.

Dear uknowho75,

Have these funds already been wagered?

It all started with me depositing 1k that night and was winning up to 10 k then when I was down to 5800k. So yes it was all wagered for. Now livechat tell me that I have deposit 5800kr to my account and must wagered it. They are the ones that have put my money back in my account

Dear Spinanga Casino Team,

At this point, I understand the player’s concern, because the funds in question appear to be money that had already previously been available in his account and were only credited back again later.

For this reason, it is not entirely clear to us why the player should be required to wager these funds again before withdrawing them. If these are not genuinely new deposited funds, but rather money that had already belonged to the player, applying a new wagering requirement may not be appropriate.

Could you please review this point and, if possible, allow the player to withdraw the funds without additional wagering?

We would greatly appreciate your assistance in finding a fair solution.

Thank you very much in advance for your cooperation.

I have send the info they asked for, will notify when i receive the money.

Dear uknowho75

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

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 Player,

Thank you for providing your bank details.

Please be advised that our payment provider is unable to process transfers in NOK currency to a Lithuanian (LT) IBAN.

To proceed with your payout, please reply to this email with details for a local Norwegian bank account:

Full Name (please include all middle names)

Registered Email Address

Bank Account Owner Name

IBAN

Bank Name

Bank Location (Country)

SWIFT / BIC Code

Once we receive these local account details, we will immediately forward your payment for processing. Thank you for your cooperation!

Kind regards,

Spinanga Casino Team

Ok, that was my Revolut account and not sure why that couldn’t be used. Now I have send u info of my bank account in Norway.

Dear Player,

Thank you for providing your payment details.

We are pleased to inform you that the amount of 5,800 NOK has been successfully scheduled for processing on 17 September 2026. Please allow 3 to 5 business days from the processing date for the funds to reflect in your bank account, depending on your financial institution.

As the payment is now scheduled, we consider the matter regarding your missing withdrawal fully resolved.

Thank you for your patience and cooperation while we investigated and processed your inquiry.

Kind regards,

Spinanga Casino Team

Thank you Spinanga Casino Team, for the good news!

Dear uknowho75

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 uknowho75,

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