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

I'm writing yet another complaint about this scam... I requested a withdrawal on 08.09. Today, they canceled the withdrawal without any explanation. No deposit returned, nothing... the account balance is zero. Unbelievable. They didn't ask for any verification, nothing.

Dear livetimelv,

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

There are 0 funds on the account. They cancelled the withdrawal and the money disappeared from the account.

Look what they did, they cancelled the bets from 09/08 and cancelled the withdrawal. How can this be?

Dear livetimelv,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no nothing received! money was not sent. just disappeared and that's it. there is nothing in the withdrawal section.

Thank you livetimelv for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi livetimelv,

I've just reviewed your case and am sorry to hear you've come across withdrawal issues again. I'll contact the casino and we'll see what can be done when they reply.

Dear Spinanga Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify why the player's withdrawal request was canceled and why the money wasn't returned to her casino balance/

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

I'm very interested in what they will answer!!

Hello,

Please be informed that we sent an email on 1st of October 2024, to natalia.b@casino.guru.

Looking forward for the reply.

Best Wishes,

Spinanga Team.

Dear Spinanga Casino, I have just sent you a reply to your email to clarify a few more things. Let me know if you received it.

Spinanga, I haven't received any letters from you!!! But this is what you did...

you cancelled the withdrawal of funds, then withdrew all the money from the account because there was 0.00 on the account and as if nothing had happened... see for yourself on the screenshots

why did you cancel the withdrawal after a week and take the money for yourself, that's the question.. give me back my winnings and there won't be any problems

you see the withdrawal of funds was made... then you cancelled it... and took the money back to your account 0. this is very cool!!

I have all the evidence that you cheated and took my winnings!!! because there is 0 on the account

I won them and put them on withdrawal, you cancelled the withdrawal a week later and took the money for yourself, that's all. That's not how it's done.. give me your honestly earned money!

Hello,

Sorry for the delay. We need some more time to check further and we will give an update as soon as possible.

Thank you so much for your patience, understanding and co-operation in advance. We really appreciate it!

Best Wishes,

Spinanga Team.

I'm waiting for my money that was sent for withdrawal!! which you cancelled and took for yourself!!!

Dear livetimelv, we have analyzed the situation and the evidence provided by the casino, and there are signs of sports betting fraud. As you know we do not deal with cases that are solely sports betting related as we do not have enough expertise in this area. However, there is also a proof for multiple accounting, which is strictly forbidden. You should be aware that one person can only create one casino account, and creating duplicate accounts is considered fraud and a breach of the Terms and Conditions. You can find more information here:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

each action performed using a Duplicate Account is considered void;

any promotions that the Duplicate Account has participated in will be cancelled;

any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

the Duplicate Account will be closed without an option to reopen it.

I have been informed by the casino representative, that your casino account will be closed based on the evidence of duplicate accounts. Our conclusion is that the casino is acting following its terms.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia