The player from Greece had been facing issues with unresponsive customer service and withdrawal delays. Additionally, he had encountered contradictory messaging regarding account verification, while a minimum withdrawal requirement of 500 euros and disadvantageous processing times exacerbated the matter. The Complaints Team had reached out to the player for further clarification on the matter, extending the response time by an additional seven days. However, due to a lack of response from the player, the complaint was eventually rejected. The team remained open to assisting the player should he decide to resume communication.
Spinanga Casino - Player has unresolved withdrawal and verification issues.
Amount: €3,000
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Good evening, this is the first time I'm having issues with an online casino. Customer service is non-existent. They keep responding with pre-written messages saying 'just wait', and the relevant department is taking care of it. Days pass with no responsive action. Each withdrawal must be the amount of 500 euros, and you are expected to wait three working days for each one. The funny thing is, even after this long, I haven't even had my account verified. When I go to do so, the message pops up saying 'verification is not necessary yet'. It seems like they are just stealing our money.
Automatic translation:
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8 months ago
Dear Hotstorm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
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.
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8 months ago
Dear Hotstorm,
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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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
