The player from Spain had requested a withdrawal of 450 euros on June 18, 2024, but the withdrawal form kept logging out. Despite contacting the casino multiple times, she only received reassurances that her request was in process, with no actual resolution. She also wrote to the KYC department but received no response. The issue was eventually resolved as the player confirmed that the money was now on her card. The complaint was marked as resolved.
Spinanga Casino - Player’s withdrawal has been delayed.
Amount: €450
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
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5 months ago
Translation
I am writing here because the withdrawal form keeps logging me out.
On June 18, 2024, I requested a withdrawal of 450 euros. According to your policy, it should take 3 days after the request, and that time has already passed. I have contacted you via chat about six times, and I keep getting the runaround. They say my request is in process, that the financial department handles it, that I shouldn't worry because I'll have it soon, and that it should be resolved by now. In fact, I was given a KYC email and wrote to them, but I have not received any response.
I would appreciate it if you could assist me as I need that money, which is rightfully mine.
Thank you very much in advance.
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5 months ago
Hello Ignacio032017,
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 when did you forward the KYC documents? 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 withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Good morning and first of all thank you, the first thing is that I have not sent any document since in my profile tab, where it says verification, it says that my account does not need verification, I have attached a photo. The profits were with real money since I made a deposit of 50 euros, today was the last time I spoke with them through the chat and yesterday by email because they told me the same thing from the chat to the KYC.
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5 months ago
Translation
Finally, the money is on my card, you can now close the complaint, thank you for everything.
All the best.
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5 months ago
Dear Ignacio032017,
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
