Spinwinera Casino - Player's refund request is delayed.

I deposited €50 with Spinwinera using my own money. I requested a refund, but I have not received my money back.

Spinwinera replied and asked me to provide my ID before dealing with the refund. I do not feel comfortable sending my full ID directly to Spinwinera because I am concerned about the safety of my personal information.

I am only asking for the €50 to be refunded through the same payment method I used.

I am willing to provide proof of payment and proof of my communication with Spinwinera.

I am asking for help because Spinwinera has not refunded my €50 after I requested it.

I have evidence of the payment and my communication with Spinwinera.

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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.

• Could you please specify why you requested a refund of your deposit?
• Have you played any games or placed any bets with the funds you deposited?
• Have you provided any identity documents to this casino for account verification? Please note that submitting identity documents for verification is a standard procedure in online casinos prior to processing any withdrawals.

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

Dear Grace2626,

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,
Veronika
Casino.Guru