The player from Greece had reported that his withdrawals had been delayed beyond the stated 2-3 business days. Despite reassurances from the casino's live chat, he had not received his payment and his emails had not been answered. The Complaints Team had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint, as delays could have been due to KYC verification or a high volume of withdrawal requests. After extending the complaint resolution period by 7 days, the player had confirmed that his issue was resolved. We then closed the complaint as 'resolved'.
Spinanga Casino - Delay in withdrawal processing for the player.
Amount: €830
Spinanga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I have been requesting withdrawals since Monday. They say they are being processed in 2-3 business days! Today is Friday and they have not been processed and as always, they never reply to my emails! I am afraid this might be a scam!! However, in the live chat, they told me that I would get paid by today at the latest, but this never happened.
Automatic translation:
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9 months ago
Dear swtirispetsinis123,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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9 months ago
Dear swtirispetsinis123,
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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9 months ago
Translation
The issue has been resolved! Thank you very much
Automatic translation:
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, swtirispetsinis123, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
