The player from Brazil had deposited, placed bets, and won 1230, but had not received her winnings after five days. Her repeated attempts to contact support were met with no effective response. The Complaints Team had extended the response time but ultimately had to reject the complaint due to the player's lack of response to inquiries. Consequently, the investigation could not proceed.
Spinanga Casino - Player’s winnings have been delayed.
Amount: 1,230 R$
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I made a deposit in this casino, placed my bets, and won an amount of 1230. It has been five days and I have yet to see my winnings. It is very unfair of the casino to treat a customer this way. Every time I contact support, they tell me the same thing. I even asked to speak with a human support agent rather than a robot, but so far, I have received no response from the casino. They could at least tell me if they won't send my winnings, so I wouldn't be wasting my valuable time sending messages to the casino.
Automatic translation:
Public
Public
3 months ago
Dear Katielle520,
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
