The player from Portugal experienced multiple canceled withdrawal attempts totaling 213€ despite following the casino's rules. The player's conversations with support, including attempts to use both credit card and bank transfer, did not resolve the issue. The player documented all interactions and sought a solution to complete the withdrawal. We requested further communication records and suggested alternative withdrawal methods. Eventually, the player successfully withdrew 100€ via bank transfer, resolving the issue.
Spinanga Casino - Player’s withdrawal has been delayed.
Amount: €100
Spinanga Casino
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
This is the email I sent to support:
I have everything documented: conversations, emails, deposits, losses, and winnings from bets.
"Dear Sir/Madam, I am writing to inform you that due to difficulties accessing your platform, I found it necessary to withdraw the balance from my user account.
Several attempts were made, always following the rules you imposed, but my withdrawal requests were consistently canceled.
When I contacted support via chat, they were unable to resolve the issue, which led me to make several deposits and consequently place bets of equivalent amounts as per the imposed rules, in order to process the withdrawal.
Attempts were made using a credit card to no avail, and a bank transfer was tried but they claimed the BIC Swift was incorrect.
I have everything recorded: deposits, winnings and losses from placed bets, existing balances with dates and times, as well as conversations with your support assistants. The BIC Swift from my bank is correct, as are all my other details.
I am asking what the solution is to successfully resolve my issue, noting that from the last conversation I had with Roberta, your assistant (which I have recorded), she mentioned that the finance department would cancel the withdrawal of 213 euros, which now doesn't appear in my account balance.
I have proof that it exists, and it wasn't spent on any more bets. I even opened a Skrill account in the hope of resolving the withdrawal issue. I am asking what you need to proceed with the withdrawal.?????
I am attaching proof from my bank, as well as the link to my Skrill account to proceed with the deposit if you choose to do so, and I repeat, the withdrawal is due to difficulties I am facing in accessing and operating your platform."
I hope you understand... Thank you, and I need help.
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5 months ago
Dear josealbertods,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've encountered with accessing Spinanga Casino and processing your withdrawal. To better understand your situation and assist you effectively, could you please provide additional details on the following:
Have you made any successful withdrawals before?
How many times did you attempt to withdraw your winnings? What payment methods have you tried?
Have you communicated with customer support about the reasons why your withdrawal requests keep getting canceled? Have you received any suggestions from them?
Could you please confirm if you passed the full KYC verification?
Have you made any deposits with your Skrill account?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
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5 months ago
Translation
Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.
As for the times I tried to withdraw about 4 times.
KYC verification was never requested, nor was it ever exceeded.
As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..
However, if you need proof, I can send it... Good morning, and thank you very much for trying to help me, I will be more than happy to see the matter resolved and contribute to keeping your website and support running.
Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.
As for the times I tried to withdraw about 4 times.
KYC verification was never requested, nor was it ever exceeded.
As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..
However, if you need proof, I can send it... Good morning, and thank you very much for trying to help me, I will be more than happy to see the matter resolved and contribute to keeping your website and support running.
Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.
As for the times I tried to withdraw about 4 times.
KYC verification was never requested, nor was it ever exceeded.
As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..
However, if you need proof, I can send...
Edited by a Casino Guru admin
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5 months ago
Translation
The withdrawal was postponed, so twice when I spoke in chat they said to wait, they even canceled the 213 euros of withdrawal, it didn't appear in balance for a while, then I complained and asked, they put it back and now they say I can only do it the withdrawal after betting the 213 euros again, when I have proof that all the deposits were bet in full and the profits or the 213 are from profits from several deposits, in addition there are deposits there from which I had no profit, and even Today I went gambling to see if that amount was captive and I played 78 euros of which I only profited 2 euros, increasing the amount from 213 euros to 216 euros.....excuses after excuses, very bad operation on the part of the Spinanga casino...
In the last CHAT conversation, they also asked me for the print screen of my SKRILL application that I sent and they said they would pay, it was being analyzed by the financial department....but the saga still continues.....
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5 months ago
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Good morning Veronica, after several attempts to withdraw money...they claimed that the 213 I had had to be bet again, and the withdrawals were always considered blocked, so I placed bets until I prepaid the amount, still having a profit of 226 euros, and this time, checking the withdrawals, they were already unlocked, so I tried to make the withdrawal via SKRILL, which was immediately accessible, but I canceled it because I would have to open my Skril application. When I got back there, the withdrawal via SKRILL was no longer available and was blocked. locked, what is this if not bad faith on the part of SPINANGA casino....which now doesn't even allow me to make the withdrawal using the Skrill method?????
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5 months ago
Thank you for your responses. Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
Have you contacted customer support asking about the availability of Skrill for your withdrawal? What error message do you see when choosing Skrill to withdraw your winnings?
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5 months ago
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Good afternoon, I would like to inform you that after canceling my last attempt to withdraw my 213 euros, I tried again, they canceled the withdrawal and after canceling it, the information appeared that to make the withdrawal I would have to re-bet everything again, when all deposits that I made I had already fulfilled and bet, I re-bet the 213 euros to see how far this scam goes, and I won up to 253 euros, pre-setting the amount bet at 294 euros, exceeding the required amount, yesterday I tried again and this time through Skrill. a withdrawal and first gave access to skrill immediately when I was doing it, it was canceled and then I no longer had access to withdrawal via skrill, contact the gentlemen. They informed me that it was not available at the moment and to try another way, to which I replied that I had already tried every other way, they advised me to do it via transfer bank, curiously and inexplicably the BIC SWIFT which previously said it was incorrect, yesterday it was not I was, but this time I didn't withdraw everything and only made a withdrawal of 100 euros because if they canceled the withdrawal I wouldn't have to play everything again but just the 100 euros, curiously today and now I checked and it says it was done, let's see How long does it take for the transfer to reach my account, if at all....
I send the print screen of that
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5 months ago
Translation
Good Evening I come to inform you that regarding the issue of Casino Spinanga, I don't know if anything was intervened at Casino Spinanga but the matter was resolved I made a withdrawal of 100 euros by bank transfer this time the same BIC SWIFT was correct and in 2 and a half days the deposit is in my account compared to the other 153 euros I had fun and spent them losing they are richer with the 156 euros but they lost 1 or more, not to mention many potential customers as they lost my trust in that casino at all Thank you very much from the Staff, I apologize for anything and if I need to contribute anything, it will be a pleasure.
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5 months ago
Dear josealbertods,
I'm glad to hear that your issue has been resolved successfully. I am sorry that it took so long and that the issue with your payment caused you to lose a part of your winnings. 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,
Veronika
Casino.Guru
