The player from Greece had requested a withdrawal less than two weeks prior to submitting that complaint. Their money hadn't been received yet. The player had two pending withdrawals, one for 500 Euro and another for 299 Euro. After communicating with the Complaints Team, the player had confirmed that the money had been received and no verification was required. The issue had been successfully resolved and the complaint had been marked as 'resolved'.
Spinanga Casino - Player believes that their withdrawal has been delayed.
Amount: €500
Spinanga Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
withdrawal process isnt completed yes and its been 10 days when i made my first withdrawal. they always telling me that i have to wait more and i will not loose my money.
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1 month ago
Dear angelogdr,
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
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3 weeks ago
no i didnt. i have 2 withdrawal done. one on 18/3 of 500 euro and the other at 26/3 of 299 euro. still didnt got any withdrawal
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3 weeks ago
Thank you for your reply, angelogdr. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
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3 weeks ago
Translation
all good. the money came in. I didn't need to verify
Automatic translation:
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3 weeks ago
Dear angelogdr,
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
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