The player from Germany faced verification issues starting June 16th, with pending withdrawals. Although her bank details, selfie, address proof, and ID card were accepted, the Paysafe account verification kept getting rejected despite her providing all necessary documents. The Complaints Team contacted the casino, which eventually processed the remaining withdrawal after the player verified her account. The player confirmed that all payments were received promptly once verification was completed.
Spinanga Casino - Player's verification is delayed despite providing documents.
Amount: €2,300
Spinanga Casino
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Verification has not gone through since June 16th; withdrawals are pending. Bank details were accepted, the selfie was accepted, address proof was accepted, and the ID card was accepted!
Now, the Paysafe account is being permanently rejected!
I sent the transaction history via PDF as well as the Paysafe account profile, but it keeps getting rejected! It's just disappointing, and there’s no information on why! It's frustrating; my Paysafe deposit was on June 9th, and my Paysafe account shows transactions from May 24th onward—everything was sent.
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5 months ago
Hello TinoElina,
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? Did the casino explain why were the Paysafe documents rejected? 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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5 months ago
Translation
Verification process has been running for about 1 week
I can't say why paysafe was rejected because nobody informed me!
Now I'm waiting for an answer from Spinanga again as to whether they will accept it!
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5 months ago
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Was rejected again the complete history of the transactions was sent to paysafe including the account details of paysafecard and answer why is nothing coming
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5 months ago
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It was rejected again
everything was sent
It's absolutely sickening
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5 months ago
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And I have screenshots of everything, I was told to send it by email and I did that, but there was no response at all!
The next day they said again no, upload it to the website. I also have a screenshot of this!
it's as if you don't want to help at all!
It's a pity that you don't feel understood as a customer 😔
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5 months ago
Hello TinoElina,
As it has been over the recommended time frame, can you please let me know if there's been any update since?
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5 months ago
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Was rejected again
no mail no help in chat simply rejected
I have sent my complete Paysafe transactions in and out
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5 months ago
Thank you TinoElina for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
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It was rejected again after 10 minutes. I just sent my bank and paysafecard transactions, everything works
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5 months ago
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you get the answer
I have sent the complete paysafecard transaction to my bank
the winnings were made by depositing through my bank!
paysafe deposited once on 09.06.24
I don't understand what else needs to be sent!
I am happy to send natalia.b@casino.guru everything pdf that Spinanga also received!
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4 months ago
Hi TinoElina,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. Thank you for your emails and all the attachments.
I will try to help you by contacting the casino and 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? Would you please specify why the player's Paysafecard statement was rejected?
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
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4 months ago
Translation
It would be really nice. I sent everything via email and tried really hard to get it all together because it's always difficult to understand the translation!
It's been working since June 14th and I've always been able to verify myself everywhere! Thanks for the help
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4 months ago
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After a month the first email came!
and I can't upload anything there anymore
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4 months ago
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My account is verified and the first payment has been sent!
I will give feedback on whether everything is running smoothly and the money arrives, etc. Thank you for any help
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4 months ago
Thank you for the updates, TinoElina. I'm glad to hear that the verification issue is now resolved. Please, keep us informed about the status of your withdrawal request.
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4 months ago
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.
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4 months ago
Dear all,
Please be informed that there is only one withdrawal that remains to be paid at the moment.
We will process the payment as soon as possible.
We hope this helps us reach the resolution of the case.
Best regards,
Spinanga team
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4 months ago
Thank you for checking this, Spinanga Casino.
Dear TinoElina, hopefully, your withdrawal request will be processed very soon. Let us know when you finally receive the payment.
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4 months ago
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All payments were paid by Spinanga!
After the verification everything worked more than well!
The verification was exhausting but once it was finally done all the money was paid super quickly!
Thanks to Spinanga and also to the Guru Team
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4 months ago
Dear TinoElina,
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,
Natalia
Casino.Guru
