The player from Austria had cancelled a bonus after winning at Spinanga casino and requested withdrawals totaling 800€. The process had exceeded the stated maximum of three days and the player's attempts to verify her account had been ignored. The player was initially informed by the casino that verification was not necessary. Later, she was given the option to upload her documents for verification. After a delay of 14 days, she received her first payout but gambled away the rest. The Complaints Team had then marked the issue as 'resolved' and adjusted the disputed amount from €800 to €500, reflecting the amount the player actually received.
Spinanga Casino - Player experiences delayed withdrawals and verification issue.
Amount: €500
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hey.
I recently registered at spinanga casino and made a deposit.
I played with a bonus and one day I managed to win a little, which led me to cancel the bonus. I had around 800€ in real money balance. On the 8th of March, I initiated the first payout of 500€ and a day later another 300€. Since then I've been waiting and NOTHING is happening! I keep getting put off by the live chat. Their T&C states that withdrawals take up to MAXIMUM 3 days. Moreover, they don't want to verify my account even though I would have preferred to have done it immediately...
Given the high rating here, I thought the casino was reputable...
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9 months ago
Dear Chasiti,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise if you cancelled the bonus after completing the bonus wagering or before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
The casino said that verification was not necessary. But I find that strange because I always like to verify myself in casinos, especially when making withdrawals. You mean that I will be informed if it requires verification. I find that pretty funny in itself.
The bonus money hasn't been "touched" yet because I won with my real money. That's why I canceled it.
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9 months ago
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Yesterday I suddenly had the option to upload my documents to the site! I could never use this option! The live chat always said that verification was not necessary at this point, even when I asked for it! Today in the live chat they said the verification takes 3 days and the payout then takes 3 days! EVEN THOUGH I've been waiting for my payout for 10 DAYS and couldn't even verify it until yesterday! I got it on March 15th. Sent my documents by email and never received a response...
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9 months ago
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I wasn't sent an email or anything else regarding verification! The option to upload the documents wasn't even available yesterday!
As I said, I have now waited 10 days and I have neither been able to verify myself (although I would have liked to have verified myself to avoid even longer waiting times) nor has anything happened with the payout! Was constantly just put off.
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9 months ago
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I should have taken a screenshot of the live chat - where they always told me that I didn't have to verify myself and that I was only allowed to verify if it became necessary. I already knew this when I paid out €800. This will definitely not be paid out without verification. But they're stalling me!
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9 months ago
Hi Chasiti,
I have checked the general bonus terms and conditions and this is what I found (here):
- Do I understand correctly that you cancelled your active bonus before completing the bonus wagering?
Thank you.
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9 months ago
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I deposited €50 and received a bonus of €100. But I already won with €50 and still had the full €100 bonus credit. I canceled the bonus and continued playing with my real money balance
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9 months ago
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I've been able to do this at several casinos and it's never been a problem
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9 months ago
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Received money after 14 days.
Or one of two payouts. Unfortunately I gambled away the second one
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Chasiti, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
PS: I adjusted the disputed amount from €800 to €500 as the remaining funds were played down.
