The player from Germany is struggling with verification at Spinanga Casino, as their account statement is repeatedly rejected without explanation. Attempts to resolve the issue through live chat are unsuccessful, and no email communication is received from the casino.
Spinanga Casino - Player faces delayed verification process.
Amount: €10,800
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case opened
Current status
Waiting for casino to reply
3d 11h 25m 18s
Case summary
4 days ago
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2 months ago
Translation
Hello everyone.
Spinanga Casino rejects my account statement every time without any explanation. I've been trying for weeks to finally complete my verification, but it keeps getting rejected. The live chat is no help and claims they are not allowed to tell me why it's being rejected. The live chat says I should respond to the email, but Spinanga has never sent me an email. I'm completely at a loss, and I've seen that the casino has a good rating here. I hope someone can help me here.
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2 months ago
Dear Anika1988,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Did you accumulate your winnings with or without an active bonus?
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,
Dominika
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2 months ago
Translation
Hello, I have submitted the following documents.
passport
bank statement from my bank
facial scan completed
Picture of me with the casino site in the background.
Bank statement from my cryptowallet.
Everything is accepted except the bank statement from my crypto wallet. They just don't want to accept it even though I send exactly what is requested. It is always rejected without explanation and the live chat doesn't help me at all and says they are not allowed to tell me the reasons and that I should follow the instructions, but that is exactly what I have done several times.
I played with a bonus, wagered it and the balance is real money.
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2 months ago
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The bank statement I uploaded contains the deposit to Spinanga, but they always reject it and tell me to upload a bank statement that contains the deposit...
I think they are not even looking at the document properly or want to delay it further
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1 month ago
Dear Anika1988, could you please send the bank statement to my email address (dominika.l@casino.guru)?
Do you want to withdraw your winnings using the same payment method you used for the deposit?
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1 month ago
Translation
Hello Dominika. I sent you the email with the bank statement.
Yes, I am trying to withdraw to the same address I deposited from.
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1 month ago
Thank you very much, Anika1988, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Dear Anika1988,
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 provide clarification regarding this case?
Thank you in advance,
Mirka
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1 month ago
Dear Anika1988,
We would kindly request to provide us the requested crypto transaction history from 15.03.24 to 15.04.24, showing deposit to casino account in order to complete the verification as soon as possible.
Thank you in advance.
Kind Regards,
Spinanga Casino Team
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1 month ago
Translation
Hello spinanga.
I have now uploaded the proof again. Please take a close look at it.
thanks in advance
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1 month ago
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Spinanga has rejected my documents again. Unfortunately, it is not possible to make progress if the requested document is repeatedly rejected.
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1 month ago
Dear Spinanga Casino,
Could you please clarify, if there is any problem with player's submitted account history?
Thank you.
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1 month ago
Translation
Hello, it looks like my account is now verified.
Unfortunately, I have not received any payment yet.
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1 month ago
Dear Anika1988,
I am glad it seems like your verification process is completed. Please notify me, when you receive the withdrawals or any updates from the casino.
Thank you.
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1 month ago
Dear Anika1988,
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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1 month ago
Translation
Unfortunately, I have only received 2 payouts of €500 each.
No further payments have been processed since November 9th.
I don't know how I'm supposed to reach the monthly withdrawal limit of €7,000 at this rate....
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1 month ago
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The casino simply won't make any more withdrawals. I have had €500 outstanding 3 times for 10 days and I can't request any more withdrawals until they have been paid. The casino's terms and conditions state that the monthly withdrawal limit is €7000. How is it possible to achieve this if the withdrawals are processed so slowly?
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1 month ago
Dear Spinanga Casino,
Could you please clarify, if there is any problem with player receiving his withdrawals?
Thank you.
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1 month ago
Dear Anika1988,
We are pleased to inform you that your account verification has been completed.
We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.
Thank you in advance.
Kind Regards,
Spinanga Casino Team
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1 month ago
Translation
Hello and thanks for the confirmation.
However, your terms and conditions state that I can withdraw €7,000 per month. So far it was only possible to receive €1,000 in 2 weeks. Unfortunately, I am unable to reach the monthly withdrawal limit at this speed.
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1 month ago
Dear Anika1988,
We are pleased to inform you that your withdrawal requests have been completed.
We also endeavour to complete the upcoming withdrawal as soon as possible.
Thank you for your cooperation.
Kind Regards,
Spinanga Casino Team
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3 weeks ago
Dear Anika1988,
Could you please confirm, if you have received any withdrawals since your last message?
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3 weeks ago
Translation
Unfortunately, I have not received any further payouts for 6 days.
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2 weeks ago
Dear Spinanga Casino,
Could you please confirm, if there is something that can be done to speed up the withdrawal process?
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1 week ago
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.
Spinanga Casino has 3d 11h 25m 18s to reply
