The player from Italy faced difficulties withdrawing funds, encountering repeated generic responses about long wait times and multiple withdrawals. On that day, the casino closed their account, accusing them of being a compulsive gambler with a pre-filled message. The issue was resolved when the player received their winnings.
Spinanga Casino - Player’s account has been closed.
Amount: €100
Spinanga Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
For the past 10 days, they keep telling me the same thing... long wait times... too many withdrawals in process... all copy-paste messages.
Today, they even closed my account by sending me a page (obviously pre-filled with a link to stop gambling) accusing me of being a compulsive gambler.
Automatic translation:
Public
Public
1 month ago
Dear Nihu888,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
1 month ago
Dear Nihu888,
I was notified by our community team that you received your winnings. 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,
Kristina
Casino.Guru
