Spinanga Casino - Player faces withdrawal limits and verification challenges.

Hello, I have concerns regarding this casino because it appears to be a scam. I've won 1500 euros, but their withdrawals are limited to 500 euros every 24 hours over a three-day business period. When I initiated the three withdrawals totaling 1500 euros, they asked me to verify my account, which was already verified. Despite this, they required me to submit all sorts of documents that other casinos don't require, like utility bills or deeply private documents. Even then, they rejected every type of document I submitted and kept stalling, buying more time while hoping I would get frustrated and give up. Moreover, the online assistants were being dishonest. One said my deposit would be processed without issue the next day and the usual promise was made that it would be passed onto the finance department. I'm beginning to suspect that this casino is a scam and I need help in this matter. I urge for measures to be taken and for my rightfully won money to be credited.

Dear adrianeec,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spinanga Casino.

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. Please keep in mind that casinos are also eligible for additional verification checks if necessary.

Could you please specify which additional documents the casino requested from you? Which of your identity documents were already verified before?

Has the casino approved the additional documents you provided them with? When exactly did you send the requested documents?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The pending documents are these

In the first section I sent all kinds of things from the register of where I live, I received invoices, images of my account that I am the owner of all kinds of documents

And in section 2, all the transactions in my account from February to today, a PDF statement with everything.

I sent it several days in a row and all kinds of documents are not valid because he tells me again that I have to send them, in no casino did they ask me for such a need for data and no one from the casino gives me a solution, as you already see, all contradictory messages from him customer service. I think it's a scam but there is no way to contact the casino

I previously sent my ID and sent photos of my face to know that it is me and photos of my card and account in my name. I think that would be enough. I have played in other casinos and they have not asked me for those documents that they ask for and I am suspicious. Even if I sent them to them and there is no way...it is frustrating to be honest.

One question, can you contact the casino?

Hello, good morning, I still attach proof that you are not complying with your rules. I keep sending data of all kinds and documents and they do not accept them. That any other casino had already paid the money, they have my ID, my face photos, pfd of account cards and names. complete housing register, receipts for expenses and transactions, but nothing is worth it to them. Since the electricity costs, as requested, are in my wife's name and the house is in her name, it shouldn't be a problem, but I am attaching evidence that they say that now it's not necessary... The truth is that when I made the withdrawals I had the VERIFIED account and from one moment to the next it no longer... I attach screenshots of the conversations with the casino which says that it is going to pay me this week which I do not believe

Thank you for listening to me and I hope you can contact the casino and recover what is mine

all the best

Hello, I would like to see if with those tests that say that they will make payments to me, this will be fixed once and for all, the truth is.

Thank you for keeping me updated. Have all your documents now been verified? Could you please specify what the current status of your withdrawal request is? Do you still see it as pending, or has it been approved by the casino?

Hello, the withdrawals continue without being made and they do not verify my account. I have been sending data for more than a week and they cancel me all the time so as not to verify my account. When I have sent all types of data when in other casinos they do not ask for anything, only ID and the account in which the deposits are made, which is normal, they should deposit the withdrawals where I made the deposits and that's it. I don't know if you can contact them, why don't they respond to the emails, they don't facilitate anything, on the contrary, the live chats are bots with contradictory answers that I have already sent screenshots that tell me that they would log me in without the verified account I think this is a theft

My withdrawals are still pending, they have been made but pending, I have not canceled them at any time since the 19th

Could you please send me a screenshot of your transaction history? Has the status of your withdrawal requests changed in the last days, since the casino advised you to write them on Monday if you fail to receive your winnings?