Spinanga Casino - Player’s withdrawal requests are delayed.

Dear Casino Guru team,I am writing to file an official complaint against Spinanga Casino regarding a major delay in processing my withdrawals, totaling €1,500, out of a total balance of €8,500.I am currently a Level 1 VIP player. My account is fully active. I have successfully received a previous withdrawal of €500 within 3 days. However, my next three consecutive withdrawal requests of €500 each, requested on May 18th, May 19th, and May 20th, 2026, have been stuck in "Pending" status for 14 calendar days (10 full business days).I have contacted the live chat and customer support via email four times. Every single time, the agents gave me generic, scripted answers, asking me to wait. Crucially, they have explicitly confirmed to me both via chat and email that my account does NOT require any verification (KYC) at this moment.Since there is no verification pending and my account is in good standing, there is absolutely no legal or technical justification for withholding my funds well past the 3-5 business days stated in their terms. I believe the casino is intentionally delaying my payments.I am requesting your assistance to mediate and help me get my approved winnings (€1,500 pending + €7,000 remaining balance). I have attached screenshots of my pending transactions, my current balance, and the chat logs as proof.Thank you for your time and help.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

· Did you accumulate your winnings with or without an active bonus?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear C.rizou,

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.

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

Thank you in advance for your reply.

yeah i was playing without active bonus i deposite real money an won a big ammount. i complete 500 euros withdtrawl in only 2 days but since 18th of may nothing. i use the same payment method to deposit and withdrawl(visa card)

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, Mirka (miroslava.d@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,

Attila

Thank you very much

Dear C.rizou,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga

Dear Spinanga Casino,

We will be waiting for your update.

Thank you for your cooperation.