Spinago Casino - Player’s winnings haven’t been received yet.

I made a withdrawal and verified as requested. They told me 1-3 days for withdrawal. This never happened. The next agent told me 3-5 days, but then said they had not processed it yet though would that day. It has started to sound fishy so I messaged again and got a different agent that said 10 days. Checking the actual site it says immediate transfer on to a visa debit. Is this a scam site and do I need to alert the bank, consumer affairs?

Dear Milo1973,

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

Thank you

Today the Casino cancelled my payment. After days if different stories. They asked me to do a bank transfer. I am beyond cross. How can they easily withdraw money from my card, but not give it back?

More importantly are all the false stories I have been getting. I have submitted a bank transfer, but I am really worried this Casino is not giving correct information.

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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Since you requested a new withdrawal via the payment method suggested by the casino, I hope that it will work this time. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I have previously used Sky City in New Zealand who are amazing. I have noted that Spinago has many poor reviews especially around withdrawal. Now they are claiming I have multiple accounts which simply is not true. I had an old account that was closed a while ago.

It seems like they are finding any excuse not to payout. I am understandably worried reading the reviews and not being able to get a straight forward answer.

I just want my original deposit back if they cannot honour my winnings.

Could you 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.

Although I do not see any information in the screenshot about your withdrawal being canceled due to you having multiple accounts, please note that if you truly had another account in the past, the casino has the right to do so. The vast majority of casinos prohibit players from creating more than one account in their casino, and whether or not the other one was closed in the past is irrelevant.

So, do I understand correctly that this is the second account you created at Spinago Casino? Could you please clarify why you closed the other account just to open another one later?

Did you activate any bonuses on both accounts?

Dear Milo1973,

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.

The casino paid out. Their support were supposed to close the account under my maiden name and change it to my married name which some how never happened. The situation is now resolved. Thank you

Dear Milo1973,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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

Best regards,

Kristina

Casino.Guru