Spinanga Casino - Player's withdrawals are delayed.

Hello, I am writing to inform you that I requested 3 withdrawals of 500 euros on Spinanga, one on January 25th, one on the 26th and one on the 27th. To date, I have received neither acceptance of the withdrawal nor any money, having won a large sum. I had planned to withdraw this money within a maximum of a month given that the previous withdrawal requests were accepted and paid "immediately" in exactly 6/7 working days and I received the confirmation after 4 days and two days later I already had the money in the account. I have already withdrawn another 4/5 times before making this new withdrawal on January 25th... I wrote to the email address indicated on the site to be able to speak with the operators asking for clarifications as to why my withdrawal was still there without any response. I attach the response below with a photo. Help me please, thank you very much.

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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.

• What types of games did you play to accumulate your most recent winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it.
• Have you selected the same payment method for these withdrawal requests as you have successfully used in the past?
• When was the last time you communicated with customer support regarding the delay in processing your payments?

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

Hi, so I only played Sweet Bonanza 1000 to win this money, I played without a bonus with my own money, I selected the same payment method that I used for deposits... and which they have always accepted without problems and have already paid me other times with much faster withdrawals... it's the first time I've filed a complaint because before there has never been a need for all the withdrawals I've requested on Spinanga since I've been playing I've had them in my account within 6/7 days at most

I wanted to let you know that this morning they accepted all my withdrawals, 2 have already arrived while I'm still waiting for one... I still have to withdraw €4275 from the site. I requested another withdrawal of €500 this morning, let's hope for the best 🤞🏻🤞🏻🤞🏻 it took them exactly 18 days to pay me

Thank you for your response. I’m glad to hear that the casino has paid out a portion of your winnings.

Have you received any additional payments in the meantime? How many withdrawal requests are currently pending in your account, and for what amounts?

Thank you, and I look forward to your reply.

So as I already wrote I'm still waiting for a withdrawal to be paid since February 12th... they sent me 3 emails with completed withdrawals of 500 each and at the same time I received 1000 euros at the same time 500 are missing I received the email on the 12th, then I requested another 3 withdrawals of 500 on the 12th, 13th, 14th and I'm waiting, 2775 euros are still missing to withdraw which are now in the balance!!

Hello LaurA98,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Update as of today.. same situation as my last communication, I have 3 withdrawals pending, I requested the first one on the 12th, have a good holiday Veronika, I await your reply 😊

Dear LaurA98

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, Stefan (stefan.m@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,

Veronika

Dear LaurA98,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Spinanga Casino to join this conversation and assist in addressing the complaint.

Dear Spinanga Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear LaurA98,

Thank you for reaching out to us.

We are sorry to hear about the delay and your frustration.

Please be informed that your payment has been forwarded with high priority and we expect the finalization of the transaction in the nearest time.

We thank you for your understanding and patience.

Kind regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and your continued cooperation.

Could you please let us know once the payment is processed?

We look forward to your response.

Good evening, case update: yesterday after Spinanga's response here I received an email confirming the 3 payments!!! Finally, I received the first 500 euros, but I still need a thousand, and I already requested two more withdrawals of 500 euros yesterday and one today. I trust the casino won't take another 20 days to pay me, in which case, thank you very much, I'll keep you updated until I withdraw everything!! In the meantime, there's not much time left... I still have to withdraw 1500 from the site and I'll withdraw them with another withdrawal tomorrow of 500 so that I'll have 1000 euros left that I'll withdraw in two installments, thanks.

Dear LaurA98,

Thank you for your reply.

Your new withdrawal requests are currently under review and will be finalized in the nearest time.

We thank you for your understanding.

Kind regards,

Spinanga Team

Thank you, you were very quick!! You've already accepted two requests for 500 that I made yesterday... now I've requested two more for 500 and tomorrow I'll ask for the last one!!!

Update: As of today, all withdrawals are complete and in payment! I've now requested another one and they've paid me the full amount I filed a complaint for here. Thank you so much for your help! 🙏🙏

Update as of today, I requested another withdrawal of 500 and I still have another one to request, always of 500 Spinanga, I trust in your speed in a week you have confirmed and paid me many withdrawals!! Excellent

Hello LaurA98,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear LaurA98,

Could you please let me know if you have received all the funds from the casino?

I look forward to your response.

Dear LaurA98,

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

Dear LaurA98,

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,

Stefan