The player from Germany had been dealing with a withdrawal issue. The casino had rejected the proof of eWallet and transaction history multiple times. The player's attempts to receive support had been unsuccessful as email support was unresponsive and live chat only provided standard answers. After the player submitted his complaint to us, we initiated a conversation with the casino. Eventually, the player's account was verified and his withdrawal was processed successfully. Despite the resolution, the player had expressed dissatisfaction with the casino's customer service and the lengthy withdrawal process.
Spinanga Casino - Player is experiencing withdrawal delays.
Amount: €300
Spinanga Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I wait first time from 09. March 13-14 days for first verification process.
They accept then the most, but the 'transaction-history' and 'proof of E-Wallet' process they now three times reject my pictures..I load up EVERY detailled for every transaction visible. Now my fourth uploads are since three days not updated/processed. The E-Mail Support don't answer me and the LiveChat can't help, write every time the normal standard answers..
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7 months ago
Hello Lutze333,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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7 months ago
My first withdrawal request was at 09.03. and I think at 18.03 my verification process was unlocked and identity and adress was accepted.
I have deposit with Crypto (LTC), Mifinity and Banktransfer and gave them all pictures unredacted from my E-Wallets with name, adress and all visible. And the point 'transaction history' I have load up every history by deposit in this casino with transaction numbers detailled (from all deposit methods).
I show them ALL from this with details and all they needed but they don't accept 🙁
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7 months ago
I think they harass customers with time waiting by withdrawal and 'problems' by verification to not withdrawal..🙁
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7 months ago
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Update: They have now accepted my 'E-wallet proof', but transaction history was rejected again. And that even though I actually sent my entire crypto history from the last 2 months, my bank statements from January-March as a PDF and my complete Mifinity history.
I can't send them any more, that's really all 🙁
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7 months ago
Thank you Lutze333 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello Lutze333,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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7 months ago
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Update:
Hey, I think a miracle has happened and my account seems to be verified. Now I'm still waiting for the payout, I hope that works out.
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7 months ago
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Update - My money is finally there. It took long enough, I've rarely been harassed and put off like this by a casino. Thanks for the help @CasinoGuru team!
26 days for a payout and absolutely terrible customer service at Spinanga, very sad and bad of this casino! Without help here in the forum and help from the affiliate streamer I would probably have waited months more..
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7 months ago
Dear Lutze333,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
