The player from Spain had made several successful withdrawals totaling 800€. Despite having followed the casino's procedures and being told the process would take 3-4 working days, it had been over a week without him receiving his winnings. He had been given the same response by their support team daily. After contacting the casino again, he received a partial withdrawal and used the rest of the funds to bet. The player acknowledged that the withdrawal process took longer than expected but expressed satisfaction with the casino's overall security and reliability. The issue had been successfully resolved and was marked as such in our system.
Spinanga Casino - Player’s delay in withdrawals.
Amount: €800
Spinanga Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello, I created an account and deposited 80 euros, from which I made some winnings. On March 11, 2024, I made TWO WITHDRAWALS (200/200 EUROS), and I should also note that on March 14, 2024, I requested another withdrawal of 400, making a total of 800 euros.
Now, here lies the issue. This casino does not have a verification process, but instead undergoes a testing period prior to the funds being transferred into my bank account. I was informed that this process would take between 3 and 4 working days. However, it's now been 7 working days - as the withdrawal day is not counted - and I STILL HAVE NO NEWS ABOUT MY WITHDRAWALS! I have tried multiple times to communicate through live chat, but all they tell me is to wait as there might be a slight delay and to trust that the money will reach me. They keep repeating the same thing but can't tell me when I will receive my money as they are technical support, with the finance team being the ones managing withdrawals.
IN CONCLUSION, I HAVE NOT RECEIVED MY MONEY AND EVERY DAY I TALK TO THEM I GET THE SAME RESPONSE, I DON'T KNOW IF THIS IS A SCAM OR IF THE CASINO HAS POOR WITHDRAWAL MANAGEMENT.
I hope you can help me because I'm going crazy!
I can provide screenshots of my conversations with the chat support if you require them.
Automatic translation:
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7 months ago
Hello pedro123valencia8,
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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
The casino does not require verification, therefore my account is verified.
Use my money, the 80 euros I deposited.
The last time I spoke to the casino was yesterday (03/20/24) to ask how long my withdrawal will take, since I am quite desperate about the situation.
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7 months ago
Hello pedro123valencia8,
As the recommended time frame has now passed, can you please advise if there's any update with the withdrawal of if the casino requested a verification (even if not, I would recommend to upload your documents directly to the casino account or e-mail them regarding the verification as there is very few casino allowing players to withdraw without it)
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7 months ago
Translation
Hello! Sorry for the disconnection, last week I received a withdrawal of 200 euros and I used the other deposits to bet, therefore case RESOLVED!!!
I HIGHLIGHT ONE THING, THE CASINO LOOKS SECURE AND I RECEIVED MY WITHDRAWALS BUT THEY TOOK LONG!!! I mean IT IS NORMAL BECAUSE THEY HAVE LITTLE RESOURCES BECAUSE IT IS A SMALL COMPANY AND IT TAKES LONG TO PROCESS THEM.
Thanks for the help and if there's one thing I have to recommend, it's that if you don't care about the withdrawal time, it's not a bad casino, but if you want the money quickly, Spinanga is not your casino.
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7 months ago
Dear pedro123valencia8,
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,
Casino.Guru
