Spinago Casino - Player is struggling to withdraw his winnings.

I’m fully verified and have withdrawn before. When I try withdraw to bank on the site now it just comes up with error please contact support. I have multiple times they keep coming back with the same answer "it’s being looked at and they can’t give a time limit". It’s now been 3 weeks and still

Having the issue

Dear Hayden,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey I’m in Australia I have withdrawn via this same method recently. It happened once I updated my card details then re verified.

no other options to withdraw have been provided

Thank you very much, Hayden, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello Hayden,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Spinago Casino to join the conversation.

Dear Spinago Casino,

Can you please provide some information regarding the player's issues with withdrawal? What are the reasons for the withdrawal errors?

Hello! We understand that the player has to wait. However, technical difficulties did arise when withdrawing funds, which happens extremely rarely. The problem is not massive. The issue is under consideration. We really need time. However, as soon as the technical issue is resolved, we will contact the player, and he will be able to withdraw his funds. We apologize for any inconvenience caused. Thank you for your patience.

Wait how long? It’s Been 3.5 weeks now. If it happens rarely and it’s not a massive how has it taken this long for nothing to be done? What does under consideration mean like yous may or may not decide to fix it haha.

you’ve had time and you have no evidence you trying to fix it, haven’t provided any alternatives, can’t provide a timeline of how long it will take. You’re customer service is absolutely useless

Dear Hayden,

I understand your frustration, but as my colleague Petronela mentioned. The variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." Not to mention that no system is 100% perfect and unfortunately, sometimes there could be system or software errors.

Sadly at the moment, the only advice I can give you is to be please patient as there is not much that can be done from our side. 

Dear Spinago Casino,

Is the error related to a certain payment method just for this player or is the error preventing processing all withdrawals for all players at the moment?

The payment hasn’t even been processed that’s the thing, I’ve used this method previously, as soon as I updated my card details and re verified the account is when they error happened and the withdraw won’t even go through

Dear Michal,  the error related to a certain payment method just for this player.

And, we understand that you have to wait too much. Unfortunately, we cannot provide you with internal documentation. The issue is in the process of investigating in the finance department. Believe me, we have no profit in deceiving you. We value every client. Hopefully the issue will be resolved soon and won't happen again.

Thank you for the response, Spinago Casino. Is there any other way/payment method you would be able to use to send the funds to the player?

Dear Hayden,

As per the casino's response and as I mentioned previously I understand your frustration, but the only advice I can give you for now is to be please patient as there is not much that can be done from our side. As can be understood from Spinago Casino's response, they are not really happy about this situation either and would like it to be fixed as soon as possible.

I’ve already been patient it’s been nearly a month. Doesn’t take this long to to and issue like that is for sure. Spinago are scammers pretty much all there is to it

Dear Hayden, please, contact our support team and, kindly ask you to check your email - there should be email for you. We will try to help you to make a cashout through another way.

Hi yes I’ve replied to that email a week ago, and haven’t been given any updates sense ?

Dear Spinago Casino,

Has the issue still not been sorted?

Hello,

In the players account it's seen that his cashout has been manually processed.

We are not sure if it's reached the player's account yet as bank transfers may take up to 5 business days, but the issue has been solved on our side.

Issue is now resolved received the money thanks

Great news, Hayden. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal