The player from Greece had requested a withdrawal of 1,050 euros a week prior, but the casino had not adhered to their stated three-day processing timeline. She had expressed her frustration over the delay and lack of communication from the casino, despite not having been asked for account verification. We had advised the player about the typical 14-day waiting period for withdrawals and extended the complaint timer by 7 days. However, due to the player's non-response to our subsequent messages, we were unable to proceed with the investigation and had to reject the complaint.
Spinanga Casino - Player is coping with a delayed withdrawal.
Amount: €1,050
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
8 months ago
Public
Public
8 months ago
Translation
Good evening,
I requested a withdrawal of 1,050 euros about a week ago. The casino's site states that withdrawals are completed within three working days, which is not being upheld.
I would like my money immediately.
Automatic translation:
Public
Public
8 months ago
Dear pgian,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
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8 months ago
Translation
I have not been asked for account verification. The issue is that on their site they state that withdrawals are made within three working days. Something that has of course passed. I am not willing to wait 14 days. The casino obviously loses its credibility and thus its customers.
Automatic translation:
Public
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8 months ago
Translation
I would also like to point out that I have sent an e-mail to support@spinanga.com since 3 days but of course I didn't get any reply.
Automatic translation:
Public
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8 months ago
I understand your frustration with the delay in processing your withdrawal request. However, according to our policy, players are typically required to wait for up to 14 days for their withdrawal to be processed.
In most cases, winnings are received within this timeframe, provided there are no issues with the player's gameplay or account.
Thank you for your understanding.
