Spinanga Casino - Player’s account has been blocked and withdrawal delayed.

I have a withdrawal since 17th of March, still pending, the customer service is quite rude, because they are throwing me out from the chat all the time, when I'm trying to ask about my withdrawal, in the middle of the conversation.

In emails there are no ticket numbers about the issue, it's completely unprofessional, and after I m trying to have some information about my money (withdrawal), ...they throwing me out even from my account..., now I cannot log into my account, and nobody is handling my claim about this withdrawal, I don't think or believe, they don't have to operate under some legal and strict rules, it cannot be, that they are just scammers??? I want to believe, they're not, and I thought, this cannot happen under these strict regulations, they are using people ' s money, but they become cheaters, when someone wants to pay out some little money?

... Unacceptable!

Thanks

Dear dosaelisabeth,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sport)
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

I'm a player in this casino almost since 1 month (beginning of March). Only for my first deposit I accepted a welcome bonus, what I played it fulfilling the given conditions. After this I made almost 4-5 deposits, and I won many jackpots in the casino games, and my balance was around 1 million HUF. When I

decided to make my first withdraval, I was facing with the problem, that I cannot pay out just 150.000 HUF.

(3*150.000 HUF is still pending on my account, since 17th of March).

I tried to contact them in e-mail, no answer from their side, that's why I started to contact the customer service via chat. They said that the amount that can be paid out is linked to the VIP system, so I can only request this amount as payment. I accepted this and waited for payment. But the payment didn't arrive, and I started to worry, since every day when I checked my withdrawal, its status under control has not changed... Whenewer I asked the customer service, what is needed in order for the payment status to change, they didn't give me normal answer, throwing me out from the conversation, or even from my account. But I could log in again, ... until yesterday afternoon. Now I'm blocked from my account, when I want to log in, it's written, that my account is under review, ... and I don'"t understand, what is the connection between all this: I have an opened withdrawal, what they didn't paid me since more than one week, and parallel to this they refuse me from my account and don't let me to play??? I have never met such a mentality before in any online casino, and this is completely unacceptable, they break all the rules and they are playing with people's money in this way and this is nothing but cheating! Yesterday afternoon in the chat they wrote to me, that today until the end of the day I will get my withdrawal, but always throwing me out from the conversation, I tried to write to them again, ... and in the middle of another conversation I was again thrown out from the chat, .l.. and after this I couldn't log into my account as a player. (In e-mail when I wrote to them, I wrote, how unprofessional is, that I sent my request, my problem, and I got an unacceptable answer, like just an automatic reply, which was not related at all to my issue,...and instead of having the e-mail a ticket number, the case was without any ticket number... after this they were starting to answer with a reference number (ticket number?) in the e-mail, but still useless, no assistance is provided in these two sentence messages.

The answer is always the same: "We have updated your request. To add additional comments, write a reply to this email." - They make fools of people, and I'm kicked out from my account just because I made my withdrawal, what they couldn't complete since more than one week, and it is very annoying, how they can operate through these ways, breaking all the rules.

Have you received any news regarding your withdrawal?

Has the casino restored access to your casino account, or have you received any further explanation from the casino as to why your account was closed?

Hi All,

Three days ago the money arrived, but I'm not able to log into my account.

Thank you for your support.

🙂 Was a good lesson for me...

Dear dosaelisabeth,

I'm glad to hear that your withdrawal was processed successfully.

We believe the casino can close player's accounts at any time for any reason as long as they don't withhold any funds.

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru