The player from Greece had an issue with Spinanga Casino, where his withdrawal request of 140€ had been stalled for more than the stated processing time of 1-3 business days. Despite the delay, the casino had not requested any identification for verification. After the player raised the issue with us, we had advised him to wait for two weeks to allow the casino to process the payment. When there was no progress, we intervened and invited the casino representative to join the conversation. After our intervention, the player confirmed that his withdrawals had been completed. We then marked the complaint as resolved.
Spinanga Casino - Player experiences delayed withdrawal at Spinanga Casino.
Amount: €140
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
I registered at Spinanga Casino a week ago, had already deposited approximately 100€ in total, and lost it. After some luck, I managed to win 140 euros and I requested a withdrawal... Up to that point, the casino itself, as it still does now, told me that I don't need to verify my identity. I've been waiting for three business days for them to process my withdrawal request and still nothing! The service on live chat keeps telling me exactly the same thing and they disconnect me... Other times they disconnect me before I even get to tell them my problem... I'm starting to get worried
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9 months ago
Dear rafasxt98,
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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9 months ago
Translation
They still haven't asked me for any identification or processed my withdrawal while it's been 5 business days
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8 months ago
I fully understand your frustration, rafasxt98. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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8 months ago
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They still haven't processed my request, nor have they asked me for any identification and keep telling me that my request will be processed!
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8 months ago
Thank you very much, rafasxt98, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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8 months ago
Dear rafasxt98,
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 the situation for us?
Thank you in advance,
Mirka
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8 months ago
Translation
I have requested two withdrawals of €40 and €100 9 working days ago. The terms state that the processing of withdrawals takes 1-3 business days at best. However every time I ask on live chat they tell me my withdrawals are in priority but they never process them. They keep apologizing for the delay or hanging up without any response!
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8 months ago
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Withdrawals completed! Thank you very much
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8 months ago
Dear rafasxt98,
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,
Mirka
Casino.Guru
