The player from Germany had a delayed payout from the casino that exceeded the specified 3 days limit stated in the casino's terms and conditions. He had attempted to resolve it through live chat, but experienced consistent logging out from his account. The casino later cancelled his withdrawal without providing any reason. The player also claimed that he had been on a blacklist at all online casinos due to gambling problems, but was still able to play at this particular casino. He had requested a refund of all his deposits. We had informed him that the casino, licensed under Curacao Antillephone, was not obligated to self-exclude him based on previous self-exclusion requests made at other online casinos. The player, dissatisfied with our response, requested to delete his Casino Guru account and we were forced to reject the complaint.
Spinanga Casino - Player's winnings delayed beyond stated time limit.
Amount: €500
Spinanga Casino
Safety Index:Very highOther
REJECTED
Case summary
I requested a payout on 09.01.2024 at 12:39 PM.
The terms and conditions of the casino state that payouts are processed and completed within a maximum of 3 days.
The casino didn't comply with this.
I repeatedly went to live chat to resolve the problem. However, no staff member was willing to clarify the problem and after a few minutes, I was consistently logged out from my player account.
I hope this issue gets resolved so I can finally receive my winnings.
Dear maurilifede,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
The casino simply canceled the payout today, January 15, 2023, without giving any reason.
The money was credited back to my player account.
I think the casino is a scam.
Have you contacted casino support and asked for an explanation?
Could you please confirm your casino account passed KYC (know your customer) verification?
Dear maurilifede,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Good day,
Casino canceled the withdrawal for no reason.
The money is back in my player account.
Customer service can't help me either.
I noticed that I wasn't allowed to play with the provider because I'm blocked everywhere and on the blacklist.
However, the casino still made it possible, so I am entitled to receive all deposits back.
I have already emailed the casino for a refund of the deposited funds.
Could you please elaborate on your previous comment?
I noticed that I wasn't allowed to play with the provider because I'm blocked everywhere and on the blacklist.
Who informed you about the blacklist and when? In which way you were blocked and why?
I am on the blacklist at all online casinos.
But strangely enough, I was able to play here.
That must not be.
Because I can't play at any other casino except these. That is very strange.
For this reason, the casino must refund all funds deposited.
Which casino informed you about the blacklist, please?
Could you please send me the recent communication attempts you had with the Spinanga Casino? My email is tomas@casino.guru
As soon as I want to register at new casinos, this message appears
"You are on the blacklist so you cannot open an account with us"
I only had contact with Spinanga via live chat, for this reason I have no evidence.
I ask you to contact the casino so that Spinanga will refund all deposits made.
I have not received a response to my emails from the casino.
Please help me to get my deposits back. Because the casino should have blocked my account before I made any deposits. But the casino didn't do this even though I'm on the blacklist everywhere.
Could you please explain in more detail why were supposed to be prevented from depositing funds?
Have you previously self-excluded from the casino due to gambling issues?
Please send me the recent correspondence between you and the casino to my email at tomas@casino.guru
Yes Due to gambling problems.
For this reason I am blocked from all casinos.
But I could play at this casino, the casino would have been obliged to block my registration.
Ask fewer questions and just make sure that I get my deposited money back.
After all, your company advertises this casino and you get a 50% commission even though there are a lot of problems with these online casino operators.
Many other players also did not receive the payouts.
Thanks for your patience. This crucial information will lead me to ask you further questions.
Please note the casino is licensed under Curacao Antillephone, it's not obligated to self-exclude you based on previous self-exclusion requests made in other online casinos.
Check our article regarding the license here: https://casino.guru/licensing-authorities/curacao-license-3
"There is currently no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportnuity to self-exclude, there does not appear to be a specific procedure in place so the only options are to check the casino's website or to contact the casino operator and ask them for instructions."
- Have you informed this particular casino about your gambling problems?
- Have you received any promise from any associated casinos, that the self-exclusion will apply to this casino as well?
If you have proof of either, please forward the proof to my email at tomas@casino.guru
Delete my Casino Guru account
They don't help me at all, it's really sad that your company advertises this casino and collects 50% commission when players deposit via the link.
But the casino does not pay out when you win.
So Casino Guru can no longer be trusted and is a disaster.
I am sorry you feel this way.
We can only assist you based on the evidence you provide us.
Before we close your complaint and your casino.guru account, please let me rephrase that casinos that are licensed in Curacao, and casinos under many other licenses are not obligated to self-exclude you in related casinos, therefore it's in your best interest to request a self-exclusion in every casino. Unless the casino promises the self-exclusion applies elsewhere, your protection is limited. In the situation you are describing, we'll need proof the block should apply elsewhere before we can argue in your favor for your deposits to be returned.
Going forward, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. You should be able to use the tool without the need for a casino.guru account.
Ultimately, with your casino.guru account closed we are forced to reject the complaint. We are sorry we could not be of more help on this occasion.
