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I deposited 700€ and won approximately 3500€. Almost a month ago, I requested a withdrawal that still hasn't been confirmed. I've provided all necessary documentation for validation but the support staff just keep telling me to wait longer.

It's been such a long time now, I'm assuming the casino is causing the delay.

Ich habe 700€ eingezahlt und ca. 3500€ gewonnen. Vor fast einem Monat habe ich eine Auszahlung beantragt welche immer noch nicht bestätigt wurde. Ich habe alle nötigen Dokumente zur Verifizierung zur Verfügung gestellt aber der Support Mitarbeiter sagt immer nur ich soll weiter warten.

Es ist nun schon so lange her, dass ich davon ausgehe das Casino verzögert.

Dear MEINDLCC,

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 understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please clarify if you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Kristina,

I haven't been able to make a withdrawal yet and my account isn't verified. Yes, I received a bonus.

Best regards

Christian

Hallo Kristina,

Ich konnte noch keine Auszahlung tätigen, mein Konto ist auch nicht verifiziert. Ja, ich habe einen Bonus bekommen.

Beste Grüße

Christian

Thank you for your reply, MEINDLCC. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

The payout has been pending for over a month now. It is due to the pending verification of my e-wallet payment history. After consulting the live chat, I sent this history (3 weeks ago) by email. The rest of the communication took place via live chat, so I didn't take any screenshots. The casino simply doesn't respond by email, but the live chat said they had received the documents.

Hallo Kristina,

die Auszahlung ist seit mittlerweile über einem Monat ausstehend. Es liegt an der ausstehenden Verifizierung meines Zahlungsverlauf meines E-Wallets. Nach Absprache mit dem Live Chat habe ich diesen Verlauf (vor 3 Wochen) per Email versendet. Die restliche Kommunikation fand über Live Chat statt da habe ich keine Screenshots gemacht. Per Email antwortet das Casino einfach nicht aber der Live Chat meinte sie haben die Dokumente erhalten.

Thank you very much, MEINDLCC, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello MEINDLCC,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Spinanga Casino’s representatives to join this discussion in order to resolve this issue.

Dear Spinanga Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello MEINDLCC,

As Spinanga Casino has reached out to me outside of this thread and requested additional time, I am extending the timer by an additional 7 days and will keep you informed of any new updates. In the meantime, if there are any developments regarding your complaint from your end, please do not hesitate to inform me.

Thank you.

Dear all,

We apologize for the delayed reply.

Please be informed, that we are still waiting for the customer to provide their transaction history from Jeton for the entire month of March with all the incoming and outgoing transactions visible.

We are waiting for your return, and will do our best to review the documents with the highest priority.

Best regards,

Spinanga team

This is a blatant lie. I sent the transaction history by email on April 7, 2024 (see screenshot for all proof). I have inquired countless times via live chat and each time I am told that the documents have been received and the verification is still ongoing. My emails are consistently ignored. In my opinion, this is a blatant scam to delay my payout and nothing more.

Das ist eine dreiste Lüge. Ich habe die Transaktionsgeschichte schon am 07.04.2024 per E-Mail geschickt(siehe Screenshot all Beweis). Ich habe mich unzählige male beim Livechat erkundigt und jedes Mal wird mir gesagt, dass die Dokumente erhalten wurden und die Überprüfung noch dauert. Meine E-Mails werden konsequent ignoriert. Das hier ist meiner Meinung eine dreiste Masche meine Auszahlung zu verzögern und nicht mehr.

Dear MEINDLCC,

Thank you for your message. Do you have any screenshots of the live chat with messages from customer support confirming that your documents were received?

Dear Jacob,

Yes, I have screenshots. I contacted the live chat a dozen more times and each time the conversations were similar to those in the two examples.

Lieber Jakub,

ja da habe ich Screenshots. Ich habe den Live Chat noch weitere dutzend mal kontaktiert und jedes Mal waren die Gespräche ähnlich wie in den zwei Beispielen.

Thank you, MEINDLCC, for providing the screenshots. Could you please also forward screenshots of your Jeton transaction history in the same format as you sent them to the casino?

Dear Spinanga Casino,

Could you please clarify why the provided documents have not yet passed the verification process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We apologize for the delayed reply.

Please be informed that the account of the customer was verified successfully on June 5th. 

The withdrawals are currently being paid out at a rate in accordance with the website's Terms and Conditions, as well as the VIP level of the customer. We will do our best to process the future withdrawal requests with the highest priority.

Thank you for your patience and co-operation.

Best regards,

Spinanga team

Dear Kubo,

I can confirm that the first €500 has been paid out. I would like to keep this complaint open until all €3000 has been paid out. Is that OK?

Lieber Kubo,

ich kann bestätigen, dass die ersten 500€ ausgezahlt wurden. Ich würde gerne diese Beschwerde offen halten, bis alle 3000€ ausgezahlt wurden. Ist das in Ordnung?

Hello everyone!

Dear Spinanga Casino,

Thank you for your response.

Dear MEINDLCC,

Thanks for an update! Certainly, the complaint will remain open until the full disputed amount is paid. Please inform me as soon as you receive the remaining funds or the next installment.

Dear Kobu,

I have received the next 500€. I still need 2500€.

Lieber Kobu,

ich habe die nächsten 500€ erhalten. Es fehlen noch etwas 2500€.

Dear MEINDLCC,

Do you have any updates? Have you received the latest installments?

Dear Kobu,

So far I have received 1500€/3500€.

Lieber Kobu,

bis jetzt habe ich 1500€/3500€ erhalten.

Dear MEINDLCC,

Since the casino appears to be paying the installments on a regular weekly basis until the entire amount is paid out, I will close this complaint as resolved. If you encounter any issues, such as a stop in receiving installments or any other problem, please request to reopen this complaint or send me a message at jakub.m@casino.guru.

Thank you for your cooperation and patience. If you run into any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best Regards,

Kubo