Spinational Casino - Player's withdrawal is delayed.

hallo,

ich habe 2.000 Euro auf meinem Konto bei Spinational und möchte nun abheben. Leider zeigt es mir beim Versuch an, dass Abhebungen eingeschränkt sind. Ich kann gar keine Abhebung starten. Der Support vertröstet mich seit 8 Tagen. Eine Fachabteilung würde das Anliegen prüfen. Das erscheint Unglaubwürdig. Ich wurde noch nicht nach Dokumenten gefragt. Bitte um Hilfe.

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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.

• Have you made any successful withdrawals from this casino before?
• Am I correct in understanding that you are unable to request a withdrawal using any of the available payment methods in your casino account? Please send me a screenshot of the error message you receive when attempting to withdraw your winnings.
• What types of games did you play?
• Have you made sure that all wagering requirements were completed before attempting to withdraw your balance?
• Did you accumulate your winnings with or without using a bonus?

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

Hallo,

hier meine Antworten:

Haben Sie schon einmal erfolgreich Auszahlungen von diesem Casino vorgenommen?

Nein, noch nie.

Habe ich das richtig verstanden, dass Sie mit keiner der in Ihrem Casino-Konto verfügbaren Zahlungsmethoden eine Auszahlung beantragen können?

Korrekt!

Bitte senden Sie mir einen Screenshot der Fehlermeldung, die beim Versuch, Ihre Gewinne abzuheben, angezeigt wird.

Siehe Screenshot

Welche Spiele habt ihr gespielt?

nur Sportwetten

Haben Sie sichergestellt, dass alle Umsatzbedingungen erfüllt wurden, bevor Sie versucht haben, Ihr Guthaben abzuheben?

Es gab keine Umsatzbedingungen. Ich habe keinen Bonus genutzt.

Haben Sie Ihre Gewinne mit oder ohne Bonus erzielt?

Ohne. Danke für ihre Hilfe

I have reviewed the Terms and Conditions, and this is what I found:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.5 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Wagering your deposit at least once, even without an active bonus, is a standard AML requirement at many online casinos. Could you please confirm whether you wagered your deposit at least one time before requesting a withdrawal?

Have you managed to contact the casino successfully in the meantime?

Please forward all communication between you and the casino customer support regarding the issues with processing your payment to veronika.f@casino.guru.

Thank you in advance for your cooperation.

Hallo,

ich habe meine Einzahlung bereits mehrfach umgesetzt. Inzwischen konnte ich eine Auszahlung beantragen, aber sie wurde storniert. Eine Begründung gab es nicht.

Ich leite die Kommunikation an die Email von ihnen weiter.

Thank you for your emails. Have you contacted customer support after your withdrawal request was cancelled? Have you been requested to verify your account in the meantime?

Ja, habe ich. Der Kundenservice verweist auf meinen Zahlungsanbieter. Aber daran liegt es nicht. Keine der Zahlungsmethoden führte bislang zum Erfolg. Eine Verifizierung wurde auch noch nicht angefragt.

Hello rbbvb89,

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

Dear rbbvb89

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, Lucia (lucia.s@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

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello rbbvb89,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinational Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello rbbvb89,

Thank you for reaching out to us.

We are sorry to hear about your frustration and would like to apologize for the delay of your payment.

Please be informed that we are currently investigating the reason of delay and will contact you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Spinational Team

The latest reply from the Chat. Still Nothing concrete

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

Dear rbbvb89,

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,

Lucia