The player from Greece had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn’t been received at that point. The Complaints Team had advised him that the delay could have been due to unfinished KYC verification or a high volume of withdrawal requests, and recommended waiting at least 14 days after requesting the withdrawal before submitting a complaint. After waiting, the player confirmed that he had received his withdrawal. Therefore, we had marked the complaint as 'resolved'.
Spinanga Casino - Player believes that their withdrawal has been delayed.
Amount: €2,000
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
I have three withdraws each for 500 euro. The dates are 29/3, 30/3, 31/3. Until today 04/04 I am still waiting for the withdraw. At the site the withdrawals are all at pending.. I am still have 500 euro at balance but I can only have three withdrawals at pending.
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7 months ago
Dear Doulgos,
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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7 months ago
Translation
Good evening, yes I received them. Thank you for your help. Good luck
Automatic translation:
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7 months ago
Dear Doulgos,
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
