The player from Italy faced issues with a €430 withdrawal request that was credited to his account despite being told the withdrawal method did not match his deposit method. He contacted support multiple times but received conflicting information and then attempted a new request with a different method, worrying about future rejections. The complaint was closed due to the player's lack of response to inquiries and reminders. The player was informed that the complaint could be reopened if he chose to resume communication.
Spinanga Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €430
Spinanga Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I made a withdrawal request for €430 on Monday, February 2nd, at 12:37 PM. By Friday, the money had been credited to my account. I promptly contacted support to ask for the reasons, but the first assistant told me the requested method didn't match the deposit method. This was false, because I have that card, which is the only one I use to deposit, and to which another €60 withdrawal was credited. I contacted support again and they told me it was my provider's error, and why was the €60 credited? I've now tried making a new request, changing the method to international wire transfer. If this is also rejected, what can I do? I'm waiting for a response because I'm very worried. Thank you.
Automatic translation:
Public
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1 month 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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1 month ago
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.
- When exactly did you make the €60 withdrawal?
- Have you made any other successful withdrawals from this casino before?
- Have you passed the full KYC verification?
- What is the current status of your most recent withdrawal request? If possible, please send me a screenshot of your transaction history, showing the pending withdrawal requests.
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
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3 weeks ago
Dear Wesker88,
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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2 weeks 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
