The player from Greece had been waiting for a withdrawal of 500 euros since November 3rd, facing continual delays for the past 12 days. He contacted customer support daily but received only vague assurances that the issue would be resolved. The Complaints Team intervened, and the issue was resolved, leading the player to mark the complaint as resolved. The player was advised to reach out for any future issues.
Spinanga Casino - Player’s withdrawal is significantly delayed.
Resolved
Our verdict
Case closed
Amount: €500
Spinanga Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Since November 3rd, I have requested a withdrawal of 500 euros, every day I enter the chat and they tell me that there is a delay, to be patient and that it will be resolved immediately, etc., etc., 12 days have passed and it is still in progress!
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3 months 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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3 months 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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3 months ago
TranslationThe withdrawal has been pending since 3 Nov 25 without them telling me of any problem other than they are dealing with a large volume of transactions! Every day I talk to support on chat and I receive the same standardized and reassuring answers while I have also sent 7-8 emails to which I receive the same answers via chat
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear antonio2967,
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,
Veronika
