The player from Germany sought assistance with filing a complaint regarding difficulties in withdrawing money from the casino and inquired about the necessary steps and information required. The player experienced delays in receiving three withdrawals from Spinanga Casino, waiting since January 14th, despite having a verified account. After the involvement of the Complaints Team, the issue was resolved, and the player confirmed that all payouts had been received after four weeks. The complaint was marked as 'resolved' in the system.
Spinanga Casino - Player is asking how to file a complaint.
Amount: €1,500
Spinanga Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello,
I was advised to file a complaint. What do I need to do for this and what do you need from me?
Best regards, Jessica
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1 month ago
Dear Jesselica88,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Spinanga Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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1 month ago
Translation
Good morning
I have been waiting for my three withdrawals from Spinanga since January 14th. I have withdrawn money there many times before, but I have never waited so long. The money was in my account after 4 days at the latest. When I ask customer support, I am always asked to be patient. Always the same answers... I will pass your request on to the finance department... We are sorry... The money will arrive soon. No concrete answers.
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1 month ago
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Hello, have you found out anything about my case?
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1 month ago
Dear Jesselica88,
Can you please advise if your account is verified and if yes since when exactly?
Additionally, has there been any update regarding your withdrawal - as the recommended period for any withdrawal is 14 days which has now passed.
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Translation
Hello
My account is verified. I can't find the date.
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1 month ago
Thank you Jesselica88 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Translation
Hello
Thank you very much. The money is still not here. I have been waiting since January 14th
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1 month ago
Dear Jesselica88,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Spinanga Casino representative to join this conversation.
Dear Spinanga Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 month ago
Translation
Got all payouts.
After 4 weeks everything is completed
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1 month ago
Dear Jesselica88,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
