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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8.2
Spinanga Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
3d 21h 40m 57s
Case summary
3 days ago
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6 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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6 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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6 months ago
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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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6 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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5 months 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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5 months ago
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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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5 months 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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5 months 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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5 months 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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5 months ago
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Hello spinanga.
I have now uploaded the proof again. Please take a close look at it.
thanks in advance
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5 months 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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5 months 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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5 months ago
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Hello, it looks like my account is now verified.
Unfortunately, I have not received any payment yet.
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5 months 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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5 months 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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5 months ago
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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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5 months 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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5 months ago
Dear Spinanga Casino,
Could you please clarify, if there is any problem with player receiving his withdrawals?
Thank you.
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5 months 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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5 months ago
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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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5 months 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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4 months ago
Dear Anika1988,
Could you please confirm, if you have received any withdrawals since your last message?
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4 months ago
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Unfortunately, I have not received any further payouts for 6 days.
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4 months ago
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I just don't get any more payouts.
I don't understand why the casino doesn't stick to their own terms and conditions. They state that a withdrawal will be processed within 72 hours. I've been waiting for over 8 days again without a withdrawal
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4 months ago
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Still no payout received...
Spinanga Casino, why are you not processing my withdrawals? It is a new month and already last month, thanks to your delaying tactics, it was not possible to reach the monthly limit of €7000 that you stated.
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4 months 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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4 months ago
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Still haven't received any further payment.....
Why are no withdrawals being made? The behavior of Spinanga Casino is extremely unprofessional
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4 months ago
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Spinanga's terms and conditions state that I can withdraw €7,000 per month. I expect to receive this amount. What Spinanga is doing here is fraud. I haven't received a single withdrawal in 20 days. How can the high rating be justified?
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4 months 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.
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3 months ago
Dear Anika1988,
We would like to inform you that we are looking into your request.
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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3 months ago
Dear Anika1988,
Could you please confirm, if you have received any withdrawals since casino's last message?
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3 months ago
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I received €1500. Unfortunately, the casino does not adhere to its own terms and conditions. Payouts do not take 72 hours to be processed, but several weeks... I don't think it's okay to lie to players like that.
I've been waiting for over a week for new payouts. The monthly limit of €7000 is impossible to reach because payouts are only made every 2 weeks.
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3 months ago
Dear Anika1988,
Could you please specify, how much of the remaining disputed amount hasn't been paid out yet?
Thank you.
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3 months ago
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There is still €4800 outstanding. The casino's terms and conditions, which state that I can withdraw €7000 per month, are not being adhered to by the casino.
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2 months ago
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Absolutely nothing is happening!!
It can't be true that a casino that treats players like this has an almost perfect rating here
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2 months ago
Dear Spinanga Casino,
Could you please clarify, why the player's withdrawals are being paid out slower than according to payout limits? Can something be done to speed up the withdrawal process? Would different withdrawal method with faster payouts be available?
Thank you.
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2 months 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.
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2 months ago
Dear Anika1988,
We would like to kindly inform you that withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.
It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.
The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.
Your current status (Level 1) allows you to withdraw up to 1 every 24 hours up to a maximum of 3 active withdrawal requests.
Furthermore, please note that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last withdrawal processed.
Please note that this time frame excludes Saturdays, Sundays and public holidays.
Also, be aware that if you should decide to cancel a withdrawal in progress, the withdrawal process will start over with a future request.
If you have any additional questions don't hesitate to contact us.
Kind Regards,
Spinanga Casino Team
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2 months ago
Translation
These are all things that you obviously don't even follow yourself.
I have never received a payout after 3 days. Every single payout takes at least 2 weeks and I have to complain to Casino Guru to even get my money.
If you would adhere to your limits according to the terms and conditions, I would have received my money in full, but that is exactly what you are not doing!
The casino terms and conditions state that I can withdraw €7000 per month. Since you only process withdrawals after 2 weeks, it is IMPOSSIBLE for me to even reach this limit. With a lot of luck, you might allow me to withdraw €3000 per month, which is far from the €7000 stated in your terms and conditions!
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2 months ago
Dear Anika1988,
Can you please send me a screenshot of your withdrawal history?
Thank you.
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2 months ago
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Hello, here is the history. As you can see, even the payment from 06.02. is still pending. It is not progressing at all as stated in the terms and conditions. This behavior is the very last
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1 month ago
Dear Anika1988,
Could you please specify, how much money you have received per month?
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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
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Unfortunately, I have only been able to withdraw an average of €2000 per month because the casino simply leaves the withdrawals pending for so long and does not let me request any more as long as three are outstanding.
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3 weeks ago
Dear Anika1988,
I understand, it is an unpleasant situation, that the withdrawals take much longer than expected. Since they are coming through regularly, I can only recommend you to remain patient for now.
Could you please specify, how much still hasn't been paid out?
Thank you.
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3 weeks ago
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There is still €1,300 outstanding.
Unfortunately, I also can't understand why this casino is rated so highly on Casino Guru. It can't be the service. I'm treated so poorly as a player, and they're doing everything they can to prevent me from paying out. If the casino specifies withdrawal processing times, they should adhere to them, as should the limits. This isn't a short-term delay, but a permanent delay of several weeks for each withdrawal. Who knows if I would have even gotten my money without opening this case with Casino Guru?
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2 weeks ago
Dear Anika1988,
We would like to kindly apologize for the delay.
Furthermore, we would like to inform you that your last pending withdrawals will be completed as a matter of urgency.
Kind Regards,
Spinanga Casino Team
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2 weeks ago
Dear Anika1988,
Hopefully, these last payments will be processed in shorter period, than the previous ones. Please inform me, when you will receive the remaining withdrawals.
Thank you for your patience.
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1 week ago
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I received everything. Unfortunately, the specified times and limits weren't adhered to even once. Thanks for your help, Mirka!
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3 days ago
Thank you for the update, Anika1988.
We are discussing the issue of the delayed payments internally to be able to close the complaint in the most appropriate way and ensure that issues like this will not come up in the future.
Casino Guru is examining the case
