The player from Germany had requested a withdrawal less than two weeks prior to submitting her complaint. The payment had not been processed yet. The player reported that her winnings had been deleted by the casino and expressed concerns about the lack of professionalism. After multiple inquiries and requests for communication, the Complaints Team had been unable to proceed with the investigation due to the player's lack of response. Consequently, the complaint was closed, but the player could reopen it in the future if she chose to continue communication.
Spinaro Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Spinaro Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
Hello,
I won €1,500 in real money at Spinaro. Unfortunately, this amount was not paid out to me but deleted from my account.
I was asked to verify my address, but it failed several times because I've since moved. After several chats and a lot of effort, my address was updated—although not entirely accurate.
After the verification was finally completed and nothing stood in the way of the withdrawal, my balance was suddenly declared as "bonus balance" and deleted. This is not true, as it was clearly real money that had already been requested for withdrawal.
I request a re-examination and payment of my legally earned balance of €1,500.
Automatic translation:
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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
Dear maxomat5000,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Translation
The problem is that the credit has now simply been deleted. What can I do?
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3 months ago
Dear maxomat5000,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
Translation
No, the payout was not processed! The winnings were completely cancelled and simply deleted. I have screenshots of the amount and also of the payout request process.
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3 months ago
Dear maxomat5000, have you contacted the casino in regards to this issue? If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here. 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.
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3 months ago
Translation
Hello, unfortunately I don't have the transaction histories. I have a screenshot of the transactions. The casino has now deleted them from their website, which is really unprofessional. I've sent an email about it.
Automatic translation:
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3 months ago
Dear maxomat5000, I am truly sorry about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you have any active bonuses while accruing your current winnings?
- Could you please confirm whether you have received any explanation from the casino?
- Do you currently have access to your gaming account?
- If so, could you please send me a screenshot of your current account balance?
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.
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2 months ago
Dear maxomat5000,
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 months 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,
Attila
Casino.Guru
