The player from Finland won 350 euros and has been awaiting a withdrawal for over 14 days, receiving only assurances to be patient from the casino’s chat support.
Good afternoon. I played their games and won 350 euros. I have been waiting for my withdrawal for more than 14 days. They keep saying the same thing in the chat. Be patient and that's all. I think they are cheating me and just don't want to pay me. Please help me.
Dear labonpoker,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
If there's any relevant communication, please forward it to petronela.k@casino.guru.
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Dear labonpoker,
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.
Yes my acooun completed
yes this is my first withdraw
I not use bonuse
usdt trc 20
Thank you very much, labonpoker, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.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.
Hello labonpoker,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Spinanga Casino’s representatives to join this discussion in order to resolve this issue.
Dear Spinanga Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear customer,
Please be informed that account verification is required, in order for us to process your withdrawals, the account verification is required. We have requested several documents to be uploaded via the Verification page of your account.
We are expecting your return.
Sincerely,
Spinanga Team