The player from Germany had experienced withdrawal delays at an online casino, suspecting it had been an attempt to avoid payout. He had noted that the delay was beyond the casino's stated 3-day processing time. The player had also claimed that the casino accused him of playing with bonus money, which he had disputed. Despite his repeated requests, the casino had failed to provide him with his game history. After our intervention, the casino had informed the player that his withdrawal request for 800 EUR had been processed. The player had confirmed that everything was fine, leading us to mark the complaint as resolved.
Spinanga Casino - Player experienced a delay with their withdrawal request.
Amount: €800
Spinanga Casino
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
It's outrageous how the support continuously puts me off. I requested a withdrawal 4 days ago.
Even now, my withdrawal is still being processed. It seems as though they're trying to deceive players so they don't have to pay out.
They don't stick to their own Terms and Conditions which clearly state that after 3 days the money is in the player's account. It's quite odd that other casinos manage to pay out within minutes, while they take 3 days. That's not player-friendly at all.
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8 months ago
Dear mm181726,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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7 months ago
Dear mm181726,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Translation
Oh now it is claimed that I played with bonus money, but the winnings were after a new deposit and there were still 0.04 cents on the bonus hero's discount
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7 months ago
Hi mm181726,
Could you please request and forward your game history to petronela.k@casino.guru?
Thank you.
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7 months ago
Translation
I have already requested the game history 5 times but they simply do not create it
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7 months ago
Thank you very much, mm181726, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hi mm181726,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Spinanga Casino to the conversation to participate in the resolution of this complaint.
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7 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your withdrawal request for 800 EUR was processed from our side on 25.04.2024.
Best regards,
Customer Support
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7 months ago
Dear mm181726,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Dear mm181726,
I'm glad to hear that your withdrawal was processed 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,
Peter
