Spinanga Casino - Player’s continuous verification delays withdrawal.

Here's what they request every day… I log into my Neteller account, download transactions for the past 6 months in PDF format, and send them. Within a day or even the following day, they ask for the same thing… that's all. Meanwhile, there's a sum of 900 euros pending withdrawal… So here's the question… they don't want to pay and thus, they don't verify the account. This has been going on for 2, even 3 weeks now. Passing all video and standard verifications is not a problem for me. I agree to everything. Just return my winnings. Here's what they ask for; I took a screenshot and what I send them. I downloaded the file from Neteller. Check what's wrong here and why it's being rejected? This is simply a scam and that's all.

Dear livetimelv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that this is the only requested document?
• How many times have you provided this document so far?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

1.Do I understand correctly that this is the only document requested?

2.How many times have you already provided this document?

3.Have you provided any other documents to prove your identity and have they all been approved?

1 . Yes 1 document required

2. 20+ times

3. Yes, they had previously asked for a passport, a selfie, a photo against the background of a computer and an open spinanga website. All these documents were verified and then a couple of days later they requested this transaction document from Neteller for April, but after sending it 20 times they simply cancel it.

Thank you very much for your reply, livetimelv. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. How long can you send the same thing for verification? I sent you 20 times the file from the neteller you asked for. Why do you cancel and ask for the same thing again?

Adriana joined the chat

Adriana

Salve mi chiamo Adriana, le do il benvenuto nel nostro Servizio Clienti, saro' lieta di assisterla!

Please note that you are currently connected to our Italian Customer Support Service.

However, our chat uses automatic translation mode, so feel free to continue using your language!

Please note that some translation errors may occur, but we hope this feature will allow us to help you to the best of our ability.Show original

Let me check. The operation may take a few minutes, please wait on line for me.Show original

yes yes

I am sending the same thing to you. why do you cancel and ask for the same thing?

?

Adriana

Please wait on line again, I am waiting for the response from the relevant department. A thousand thanks.Show original

Thanks for waiting.

Could you please send me a screenshot of your verification page?Show original

Adriana

Thank youShow original

I go to the neteller website. and download the file to pdf

and upload website you

and you check and cancel

and it's been like this for almost a month

Adriana

I'm trying to figure out what  the problem is, I contacted the departmentShow original

ok

Adriana

Kindly wait on line again, I am waiting for the response from the relevant department. A thousand thanks.Show original

ok ok

well?

Adriana

I just requested a reply via email for you, unfortunately I won't know anything in the next few minutesShow original

I can wait

in chat

Adriana

Ma'am, they might want to offer usShow original

hoursShow original

If you have any further questions, don't hesitate to contact us via Live Chat or by email.

We wish you a lot of fun and a good stay on our site!Show original

Adriana left the chat

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Вот писала им... она просто ушла с чата и сказала будет ответ на емайл. видимо ответа нету у них даже

and that’s always how it is with them... they either write what they want to send... or they just leave the chat and that’s it... they don’t have an answer

and you send what they ask.. they just cancel and that’s it... if I understood you correctly what you meant to send to you... I can send everything you need.. this is my account and I won’t hide anything... everything is possible look!

I’m sending the file to them again... and then this will happen

That's what they ask to send 3-6 months in advance, an extract from the neteller. I'm choosing in 6 months...

or also in PDF format

My neteller

My spinanga account

Thank you very much, livetimelv, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi livetimelv,

I've just reviewed your case and am sorry to hear about your struggles with Spinanga. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Spinanga Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What is the reason to keep asking the player for the transaction history though it was provided? Was it uploaded in the wrong format or there are any missing details?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We apologize for the delayed reply!

Please be informed that the customer's account has been verified, and the withdrawals in question have been paid out from our side on 22nd of May and 29th of May.

We hope this helps us reach the resolution of the case.

Best regards,

Spinanga team

Thank you for your reply, Spinanga Casino.

Dear livetimelv, can you please confirm if you have already received the payments from the casino?

Good afternoon, yes the payments have arrived. but not right away.. thank you GURU!

Dear livetimelv,

Thank you for the confirmation, I'm glad to hear that you have received everything successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Natalia

Casino.Guru