Spinanga Casino - Player's withdrawals are delayed.

On July 5, July 6, and July 11, 2025, I requested three separate withdrawals of 500 CHF each from my Spinanga Casino account (total: 1,500 CHF).

To date, these withdrawals remain pending, despite the fact that I have already received partial payouts of 1,200 CHF from previous winnings. This means the casino has acknowledged my account and transactions as valid.

I first contacted Spinanga support on August 4, and was told that my withdrawals were delayed due to a high volume of requests, but were being handled with "high priority." I followed up again on August 11, asking for confirmation that the finance department was informed and that payment would be made within 5 business days. I received only general replies without a specific payment date.

On August 17, I sent an escalation email asking that my case be forwarded to a senior-level person and that I be CC’d. Spinanga replied that my case had been forwarded to the finance department and to a senior team member, but again refused to provide a concrete payment date, even though I have set August 20 as my final deadline.

As of today, over five weeks have passed since the withdrawals were requested. I ask Casino Guru to assist me in receiving the pending amount of 1,500 CHF as soon as possible. All relevant email correspondence, chat transcripts, and screenshots can be provided as evidence.

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 better understand the situation.

• When was the last time the casino processed your payout? Have you used the same payment method as previously?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share screenshots of the withdrawal requests or your most recent interaction with casino support as evidence? Share screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Am 10. Juli wurde das letztemal ein Betrag abgehoben. Diesen habe ich an dem Tag erhalten. Wie in der beschwerde erwähnt sind nun 3 Auszahlungen offen. Seit dem Einreichen der Auszahlungsanfrage hat sich der Status nicht verändert.

da ich bereits mehrmals Auszahlungen erhalten habe in vergangenheit, bin ich überzeugt, dass das KYC in Ordnung ist.

Es wurden keine Bonusse eingelöst. Der Gewinn wurde durch einsatz von meinem eigenen Geld erzielt.

ich sende ihnen per Mail noch screenshots usw! 🙂 danke!

Thank you very much for providing the necessary information.

Has the casino since processed one or more of your currently pending withdrawals?

Please let me know.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Saemmi_2000,

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,

Tomas