The player from Poland faced issues with withdrawing money after wagering a bonus, as the casino investigated potential illegal activity despite him having made deposits without any problems. The player provided the necessary documentation and confirmed that the casino had started to process his winnings successfully. As all withdrawals became successful, the complaint was marked as 'resolved'.
Spinamba Casino - Player's withdrawal is delayed due to investigation.
Amount: 40,000 zł
Spinamba Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
Spinamba Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
I wagered the bonus but the casino found the withdrawal to check for illegal activity. I paid from this casino and there were no such problems. support doesn't tell me what unfair play is and they can explain everything
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3 months ago
Dear THEPL88,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinamba Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly your winnings are withheld due to suspicions of illegal activity?
- Could you please specify how much you deposited, which payment method you used, and which bonus you activated and played?
- Could you please share your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 months ago
I sent all the screenshots from the conversation with the manager and screenshots from the casino to your email. I deposited PLN 365 using a Visa card for a 50% bonus on the deposit. I played hackshaw games and did not exceed the maximum bet.
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3 months ago
Could you please advise when you requested a withdrawal of your winnings?
Has the investigation concluded since your last reply?
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3 months ago
For now, the casino is slowly paying out the winnings, so everything seems to be fine
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2 months ago
Dear THEPL88,
Should we consider the issue resolved?
Please let me know about the recent developments and please let me know if there is anything else we might assist you with.
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2 months ago
Dear THEPL88,
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.
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2 months ago
Dear THEPL88,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
