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?

Since Friday I sent the documents again and Mallores sent me the selfie photo again. They have been pending since Friday and the withdrawals have not yet been accepted. They are still pending. Wait, I can send you all kinds of evidence to an email that won't let me here. send is blocked when sending a response but everything is pending

Now the verification has been stopped since Friday with the 3 sections of address, transaction history and the selfie photo that they asked me for again, but if you want, send me an email and I will send you all the evidence that I sent and capture all types of documentation

thank you Veronika

I am attaching information that I have made deposits and pending withdrawals with my account, even if I have sent them my entire checking account history, a PDF extract of all my movements from February to March, even though I am going to send you send, I think it arrives and it is assumed that I am the owner.

If you want, I will send you more documents to be able to solve this, why do some of them have to be by mail, which is not available on the website?

Hello, I have continued talking to them and I have not sent any screenshots, why I think we should take action, this is a fraud and I am even afraid of sending my information, it is always the same, they do not pay the withdrawals, they do not send emails helping or congratulating the withdrawals, it is a shame. I would like you to help me and settle this

thank you

Thank you very much, adrianeec, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Ok thanks I will send you an email explaining

I'm sorry for being so persistent but they don't give me any solution. I sent you the bank statement details and a selfie photo from my terminal. It's impossible for them to reject that when only those two details were already verified and they cancel them every day without a solution. Could they come internally to talk to the casino and help me solve

thank you so much

I have sent an email to your colleague but I have not received a response. It has been more than a month and I need you to talk to the casino, thank you.

Hello, adrianeec,

I am sorry to hear about your trouble, and I am sorry for the delay. I received your email with screenshots, and thank you for the update. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Spinanga Casino team,

Could you please explain the player's situation in more detail? What should the player do to complete the verification and/or withdraw his winnings?

If it suits you better, you can write or share the details to my email (branislav.b@casino.guru).

Hello, I am already verified and yesterday the 14th I received the first withdrawal from April 19. I still have two pending withdrawals from April 20 and 21, I would like them to be as soon as possible since I have been almost waiting for 1 month for the withdrawals and they are neither canceled nor anything made while waiting for the casino to make them.

thank you

What's more, I asked them why the delay in withdrawals is so long and they told me that they would be there no later than this week, I would like it to happen given the wait.

thank you

2 withdrawals made but my 3rd withdrawal on April 21st has been canceled and has been sent to my account. I have withdrawn it again. It is noted that it is from April 21st, not today's date. I hope everything is solved with this last withdrawal and everything is over, thank you

Thank you for the update, adrianeec. It looks like things have moved on and it is already on the right track.

I left the timer set up for the casino. It could help us if someone from the casino could at least confirm the new withdrawal will be processed or the approximate estimated time frame for processing it.

I sincerely believe it is a matter of time until the remaining funds are credited to your payment method. However, I would like to wait for your confirmation about the successful withdrawal of all the disputed funds. It may take some time.

I note that it is the casino's error because the withdrawal is from April 21st, not that day today.

I hope that as soon as possible it becomes effective and ends, thank you

Alright, but your verification was done just recently, and the first 2 withdrawals were processed relatively shortly after. There is a new withdrawal, and the withdrawal process has started, so it may take some time until the funds reach your account. Please stay patient and positive, and let us know once you receive the payment.

Yes, but the withdrawal is from April 21st, not today, that's why I say so you know

All the withdrawals have arrived, thank you for all the help gurucasinos and the employees who helped me, this site is highly recommended, thank you

The complaint is resolved 😊

Great news, adrianeec!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru