The player from Germany had been waiting for a payout for 15 days. After 12 days, the casino requested documents for verification. It had been 3 days since the player submitted the documents and there was still no confirmation. The player had utilized a welcome bonus for his winnings and had been in contact with customer support, who advised him to wait. After some time, the player received his payment and the issue had been resolved. We marked the complaint as 'resolved' in our system.
Spinanga Casino - Delayed payout due to verification process.
Amount: €1,800
Spinanga Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello, I have been waiting for my payout for 15 days now. After 12 days, they requested my documents for verification. I have spent another 3 days waiting for a confirmation. But nobody seems able to help me.
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7 months ago
Hello webse1984,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
So my account is not yet completely verified. I've been waiting 3 days for an answer as to whether the documents are in order. I took advantage of the welcome bonus and finished my venture. Today I talked to customer support and he said I should wait. Live support can't do anything. Greetings Kurt
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7 months ago
Translation
under test for 3 days
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7 months ago
Hello webse1984,
As verification take up to 14 days, I would recommend to wait a little more for the casino to process it. Please let us know in case of any updates.
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7 months ago
Translation
Does that mean I should wait another 8 days? The transaction history will not be approved without any information. Proof of address and proof of identity have been approved. I also don't get any emails saying something is wrong with my documents. I have sent so many documents to the casino for the transaction history. I do not know how to continue. If I knew exactly what was required of me, it would be ok then I could act accordingly. But without an answer as to what's wrong, I can't react
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7 months ago
Hello webse1984,
If it will take longer than 14 days, we can try to intervene. Until then, I can only recommend to wait.
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7 months ago
Translation
Can be closed the payments have arrived
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7 months ago
Dear webse1984,
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,
Casino.Guru
