Spinanga Casino - Player believes that their withdrawal has been delayed.

i won 2500 EUR after almost 1 week i received the first 1000 euros and my account does not required verification ,noted that i could only have 3 pendings WD of 500 euro each.after i received 1000 euros i request 2 more WD and 1 that was from before 500 euro each so 1500 euro in total,now the required Documents from me in my eyes looks like its for a delay on WD but i also upload them and waiting for verification please advise

Dear malzorpa,

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

ok then i will wait and contact you again Kristina

Dear malzorpa,

Have you received your withdrawal from the casino yet?

Hello Christina ,not yet i was on vacation to my cousin in greece they sent me an email to login with out vpn so my documents get approved ,i log in and connected to chat as they asked and almost 3 daysnow and still no answer

Thank you for your reply, malzorpa. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the delay in processing is due to incomplete verification?
• Did you accumulate your winnings with or without an active bonus?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

1, when i cash out the 1 1000 euros i was verified without documents in verification then they required from me documents that i sent already to them and stil waiting an answer

2.with bonus but i finish the wager required

Thank you very much, malzorpa, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Allright thanks a lot

Dear malzorpa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please clarify, what can be done to speed up the verification process?

Thank you in advance,

Mirka

They close my account what will happen now with my money?

Dear Customer,

We would like to inform you that your account on our website was closed for violating the following article from our Terms and Conditions:

2.3 Residents of the following countries (the "Excluded Jurisdictions"): Afghanistan, Belarus, Bulgaria, Curaçao, Cyprus, Denmark, Estonia, Iran, Iraq, Israel, Lithuania, Malta, the Republic of Moldova, Romania, Russia, North Korea, Netherlands, Sweden, Ukraine (including the territory of Crimea), United Kingdom, United States of America, Cote d’ivoire, Armenia, Georgia do not have the right to open accounts with our Website or add monetary funds to their accounts. We reserve the right to change the list of Excluded Jurisdictions at our sole and absolute discretion and without forewarning. All such changes will be published on our Website. You must check the Terms frequently to make sure you are not located in any of the Excluded Jurisdictions as updated from time to time. If you live in or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it.

The winnings were confiscated.

Dear Mirka,

Please be informed that we sent you an email to miroslava.d@casino.guru. Looking forward to your reply.

Best regards,

Spinanga.com

Are you serious now?you allow me to deposit and play then i win you didnt want documents from me then you decided that you want i sent you all the required doxuments and now you close my account and you take my money that i win this is rediculous ...

dear Mirka can you handle the situation please this is rediculous they allow me to deposit i play ,i wager the bonus ,my account was verified they sent me the 1000 euro then they request docs i sent all the necesary docs and then they decided to ban me and take my winnings ....

Dear malzorpa,

Have you by any chance used a VPN while using the website? When I tried accessing the website with Cyprus IP, I wasn't able to access it.

Cyprus is also not included in the list of the allowed countries in the registration form. Which country did you choose as a country of your residence while registering?

Thank you

Yes i used vpn ,i choose greece

Any update ?

Dear malzorpa,

After checking the registration page it is clear that there are measures in place to prevent players from Cyprus from accessing he website and registration. If the casino had allowed you to register from a Cyprus IP address (and allowed you to choose Cyprus as your country), and then blocked your account when you requested a withdrawal, we would be on your side. Sadly in this case you have circumvented the IP block by using a VPN, and by doing so directly breached the casino's rules regarding restricted countries.

I'm afraid there's nothing we can do to help you. Consequently, this complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Mirka