Spinago Casino - Player’s withdrawal is delayed due to account dispute.

Hi, I won a large amount, $118,174.68. Upon checking with Support was told not to be make withdrawl until ID uploaded. I uploaded all verification requirements and was then told by Support that they would not be paying the withdrawl as I had breached the rules and had a duplicate account. I stated this was incorrect and I did not have a duplicate account, Support then stated there were other accounts similar to mine. I asked how another account could have similar ID to me and was told the relevent department would be in contact with me. I am yet to hear from them, though it has only been approx 10hrs. I can still sign into my Spinago account and the money is still sitting in the account.

Dear JoJoLoLo, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play?

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, 

Veronika

Hi Veronika,

I'm not very tech savvy but as far as I'm aware, my Under-age Son is not yet into online pokies (atleast I hope not 🫣)!

I don't believe so, they keep asking for the same documents to be uploaded. My last email, I queried why they were requesting the same documents when I've both uploaded and emailed them through. I said they seem to be stalling because the don't want to pay such a big win and now no reply.

I used a Bonus posted on Telegram with a $50 deposit and the bonus had a no maximum win limit.

I always thought Spinago were a reputable choice and have never heard any negative feedback. I don't play them often and hadn't even verified my account yet. That's why I had to after winning...

Thank you, kindly, for your help.

Hey Guys, just checking in to make sure you haven't forgotten me �

Spinago have now said I need to provide a bank statement from back in JUNE?! What does that have to do with my winnings now? Feels like they are just stalling and trying to come up with a reason not to pay 🙁�

Thank you for your replies and I sincerely apologize for the delay in responding. We are currently managing over 900 active complaints, and while we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me the emails between you and the casino that could be relevant to the investigation of your case at veronika.f@casino.guru.

Also, please be aware that casinos have the right to request additional documentation if necessary, in order to verify that you are the real owner of all the payment methods you have previously used for deposits to your account.

Dear JoJoLoLo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.